1. The Professional Technical Communicator
What roles do technical communicators play in business and technology today?
Presented by ???

2. Why technical communicators?
Title derived from earlier name: “technical writer”
Technical writing has been a recognised activity for over 100 years
Original focus was mainly on engineering and related technical areas
Renamed to “technical communication” – a much broader field than technical writing.
It’s an historical title
background in engineering documentation from the early 19th Century
creating technical manuals for technicians.
Reflects the technical elements of the work we do
technical understanding of the “crafts” of collating, writing, and presenting information
specialist knowledge required of the “tools” we use.
The technique of communication is our business
communicating with our audience – readers and viewers
“talking” to a wide range of people in a variety of contexts
providing information that can be easily assimilated and clearly understood.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

3. What is the purpose of technical communication?
Technical communicators specialise in making appropriate information:
available
accessible, and
understandable
This information is often:
task based (procedural), or
instructional.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

4. What does this involve? Acting as “user advocates”
Analysing users’ needs and information requirements
Explaining technical matters to non-technical readers
Interpreting complex information for non-specialists
Organising and structuring information
Presenting information as text and diagrams
Assisting in the interaction design process.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

5. What do technical communicators actually do?
Write instruction manuals for products
Prepare policy and procedure documents
Develop online user guides for software applications
Write health and safety manuals
Write standard operating procedure manuals
Design information “delivery systems”
Develop web and intranet content
Chart and describe (“map”) business processes
Manage documentation projects.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

6. The Technical Communication Process (1 of 2)
Analyse
Organise
Present
Business
needs
User
needs
Technology &
Business systems
Users
Technical Communicator
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

7. The Technical Communication Process (2 of 2)
We employ standard methods such as Information Mapping®
Similar to software development process
Gather requirements
Analyse processes and procedures
Identify and categorise users
Design the “product”
Write content
Create graphical elements
Draft and publish the “product”.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

8. Who do we work with?
We work with a wide range of people in various roles
clients at all levels
project managers
people who use our finished products
business analysts
interaction designers
software designers and developers
other technical communicators.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

9. What industries do we work in?
Computer software
Computer hardware
Engineering
Manufacturing
Pharmaceuticals
Insurance
Banking
Training
Printing & publishing
Utilities
Transport
Government
Tourism
Legal
Medical
Research.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

10. Roles of a technical communicator
User advocate
Interaction designer
Interpreter
Teacher/trainer
Mentor
Technology expert
Developer.
Project Manager
Researcher
Interviewer
Analyst
Designer
Writer
Graphic designer
Editor/proof-reader
Publisher
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

11. Conclusion Technical communication is not necessarily “technical”
Technical communication is a specialised field
Technical communicators need a wide variety skills
Technical communication is required in most business areas.
Are we jacks of all trades and masters of none?
Core skills
Critical skills
Technical skills
Specialist skills
How specialised should we be?
Employing the appropriate strategies for the project on hand
Maintaining focus where personal skills are best employed
What is our primary goal and purpose?
Communicating with our audience
Ensuring audience needs are served
Producing information that can be understood and used for its intended purpose
Whom do we serve?
Our clients, the audience for what we produce
The businesses and organisations that employ us
Our profession by maintaining high standards in all we do.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

12. Questions?
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

13. The technical communicator as Project Manager
We must be able to manage our own work
Estimate resource requirements
Set up work plans
Monitor progress
Identify and resolve issues
Work within a project team
Meet deadlines
Maintain a budget
Set and maintain standards
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

14. The technical communicator as Researcher
We research a range of topics
requirements
audience
subject matter
project scope
standards
changing technology
changing methodologies
Technical communicators carry out a wide range of research which encompasses
establishing the “client’s” requirements
establishing the documentation requirements
establishing the nature of audience
developing an understanding of subject matter
establishing the scope of the work to be done
maintaining a knowledge and understanding of current documentation standards and strategies
investigating changes in technology influencing documentation strategies available
maintaining a knowledge of proposals to alter documentation methodologies and strategies
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

15. The technical communicator as Interviewer (1)
We interview people in various roles
client principals
business managers
business analysts
users
subject matter experts
software designers
software developers
technology experts
graphics experts
quality assurance personnel
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

16. The technical communicator as Interviewer (2)
As interviewers we have multiple tasks
developing a working relationship with the subject
clearly defining the purpose of the interview
preparing and asking questions
recording detailed notes
working with the interviewee to create subject matter outlines
increasing our understanding of subject matter
clarifying issues
providing feedback
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

17. The technical communicator as Analyst
Analysis is intrinsic to the documentation process
business requirements
business processes
our audience
tasks
subject matter
content
the product
documentation methods
available technology
analysis and categorization of subject matter, and structuring content
analysis of information relating to the product being documented
analysis of documentation methods and required outcomes
analysis of available technology and its application
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

18. The technical communicator as Designer
Design must precede development
analysing research
identifying interaction requirements
specifying content structure
designing access pathways
designing the user interface
Design is an integral part of the process of making information available to those who need it. The design process involves
taking the results of research and analysis of
the nature of the audience and their requirements
requirements of the documentation product
technology available for production
business requirements
scope and nature of the content
identifying the interaction between the audience and the finished documentation product
creating a design that will allow the users to access the information they require easily when it is required.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

19. The technical communicator as Writer
Writing the content
interrelated topics
language for the audience
clear, concise, and unambiguous
describing, explaining, instructing
Terms and concepts
step by step instructions
complete and accurate
writing for the delivery medium
using standards
indexing
As writers, technical communicators are working with content, involved in
structuring content to suit the needs of the audience
breaking the content into appropriate interrelated “chunks”
writing in language appropriate for the audience
ensuring the language is clear, concise, and unambiguous
using forms of description, explanation, and instruction appropriately
providing instructions that are easy to follow and carry out
explaining new terms and concepts
ensuring there is no redundant or incorrect information included
writing appropriately for the delivery medium.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

20. The technical communicator as Graphic Designer
Graphics - an integral part of documentation
flow diagrams
layered graphics
illustrated procedures
icons and symbols
hyperlinks and navigation
signposts
use of colour
Some information is more easily transmitted and understood in graphical form. Technical communicators take on the role of graphical designer as they
create flow diagrams to illustrate processes
develop layered graphics to break complex information down to reveal fine detail
source pictures to illustrate procedures (a professional artist may be required here)
use icons to represent physical objects or actions
employ graphical elements in providing hyperlinks and navigation
provide “signposts” for content topics.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

21. The technical communicator as Editor
As editors, technical communicators
review and edit their own work
edit the work of other technical communicators
review the work of colleagues
advise clients on writing style and format for documents
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

22. The technical communicator as Publisher
May be responsible for publishing a document or information delivery system
Must understand tools and processes online and on paper
The final production phase
In this role they may be
printing on paper
producing a PDF file
compiling an online system output as HTML or HTMLHelp
producing a paper product or an online system, collated from a database of topics held as a single source
The publishing process requires that decisions made at the design stage on format and content are put into effect to produce the desired result.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

23. The technical communicator as User Advocate
We need to know our users
who they are
their roles
their work environment
their tasks
their information requirements
We must meet our users’ needs
In the role of user advocate the technical communicator must ensure that they
understand the nature and characteristics of their audience
identify the roles played by users in their work environment and what they need to fulfill those roles
identify the tasks involved in the roles and the information required to carry out their tasks.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

24. The technical communicator as Interaction Designer
Acting as the user advocate
Working in the design team
Devising personas and scenarios
Contributing a user perspective
Documenting design decisions
As interaction designers, technical communicators can
apply their knowledge as user advocates in the processes of interaction design
work as part of the interaction design team to identify what is required to achieve products which appropriately serve those for whom they are intended.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

25. The technical communicator as Interpreter
Analysing complex information
Summarising
“Translating” it for the audience
Rewriting for understanding and clarity
As an interpreter the technical communicator translates information that may be complex or expressed in specialist technical language
examines and analyses the information for meaning
ascertains the requirements of the intended audience
re-writes the information in language that the intended audience can understand.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

26. The technical communicator as Teacher or Trainer
We are often teaching or training
supporting users
establishing concepts
describing processes
instructing on procedures
explaining
Technical communicators are often teaching or training through their work by
supporting users
establishing concepts
describing processes
instructing on procedures
providing explanations to enable their readers to use products or applications, to perform tasks.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

27. The technical communicator as Mentor
Mentoring other writers
creating templates
providing structured outlines
introducing strategies
conducting workshops
reviewing
advising
The specialist skills of a technical writer enable them to mentor those required to produce writing in various forms. This can involve
advising on documentation sets and suites
providing structured outlines for standard documents
creating templates to simplify writing tasks
introducing strategies to enable effective writing processes and procedures
conducting short workshops on using word processing software
reviewing and advising on draft documentation.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

28. The technical communicator as Technology Expert
Keeping up to date with change
awareness of trends
trade shows and conferences
networking with ICT professionals
impact of changes in technology
accommodating changes
planning for the future
updating knowledge
The technical communicator must keep up to date with the rapid changes in information technology, and in the hardware and software being employed. In doing this they will be
investigating and reviewing trends
visiting trade shows and conferences
discussing changes with other IT professionals
making sure they are aware of the impact of changes in technology on their current and future projects
adjusting existing documentation strategies and processes to accommodate changes
planning for future changes
ensuring their knowledge of technology is up to date.
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc

29. The technical communicator as Developer
Online documentation is part of the application
A variety of forms and delivery mechanisms
Navigation design
Testing the application:
Functional testing and review
Usability testing and review
Online documentation can be classified as a piece of software
Online documentation may be
stand-alone, unrelated to a product, delivered on a browser via an intranet, the internet, or a Web site
stand-alone delivered as a PDF file
related to a software product and displayed on the request of the user
integrated with a software application (embedded, context sensitive).
queried and searched
To be useful online documentation requires some form of navigation which may be designed by the developer.
In producing an online documentation product, does the role of the technical communicator become blurred with that of software developer?
16 March 2009
Copyright © 2009, Technical Communicators Association of New Zealand Inc