The Challenges Technical Communicators Face will address many of the topics we face as
technical communicators.
Some of these topics will include:
•Distinguishing content from information
•Untimely or no inputs from Subject Matter Experts (SMEs) or developers
•Communicating with management
•Getting the right people to review your work for content
•Prioritization: Is less importance given to documentation?
Panelists are:
•Donn DeBoard, Senior Information Developer at Vertex, Inc.
•Todd DeLuca, Manager, Technical Communications at Black Knight Financial Services
•Timothy Esposito, Principal Technical Writer at Oracle
Each panelist will give a short presentation followed by a group discussion open for questions and answers.
3. Donn DeBoard We will first hear from Donn DeBoard
Copyright 2014 Donn DeBoard 3
4. Challenges in technical
communications
Donn DeBoard
STC-Philadelphia MetroChapter (PMC), February 19, 2014
PennsylvaniaState System of Higher Education (PASSHE) Center City
Copyright 2014 Donn DeBoard 4
5. A technical
communicator…
Simplifies complex,
technical information
for a customer.
Clear, concise, content is
easy for the customer to
use.
Your content enhances
customer success with
your product.
Copyright 2014 Donn DeBoard 5
6. You know
you’re a
technical
communicator
when…
You have outdated or no
product specifications.
Your SMEs are often
unavailable or
hard-to-reach.
You discover
“undocumented”GUI or
function changes in the
product .
You develop and deliver
draft content while the
product is still being
tested.
Copyright 2014 Donn DeBoard 6
7. Agenda
Who are your
customers?
Why don’t your
customers read the
documentation?
Do you speak your
SMEs’ language?
Is your content
portable?
What about innovation?
Copyright 2014 Donn DeBoard 7
8. Who are your
customers?
You are a customer
advocate.
You are not your
customer.
Engage customer-facing
employees early and
often.
Connecting to your
customers is a
foundational and
ongoing effort.
Copyright 2014 Donn DeBoard 8
9. Why don’t your
customers
read the
documentation?
Copyright 2014 Donn DeBoard 9
Customers want to
perform a task, not read
your content.
All content is not equal.
What is “the least your
customer need to know”
for success?
The right content in the
right job context
increases customer
success.
10. Do you speak
yourSMEs’
language?
Learn your SMEs’
language (IT,
accounting, technology,
or business).
Build high-trust
relationships with your
SMEs. SMEs can keep
you aware of
late product changes.
Keep your SMEs focused
on the customer.
Show your SMEs how
your efforts benefited
the customer.
Copyright 2014 Donn DeBoard 10
11. Is your content
portable?
Content is an essential
part of the product.
Do you have a tool to
create and deliver
content in multiple
formats?
Do you have a strategy
to manage your
content?
Are you aware of
emerging avenues for
content delivery?
Copyright 2014 Donn DeBoard 11
12. What about
innovation?
Understand your
customers’ needs.
Who are you innovating
for: yourself or your
customer?
Your idea should
enhance your
customers’ experience
with your content.
Create a proof–of-
concept for internal and
selected customer
review.
Copyright 2014 Donn DeBoard 12
13. Todd DeLuca We will next hear fromTodd DeLuca
Copyright 2014 Donn DeBoard 13
14. Tim Esposito We will next hear fromTim Esposito
Copyright 2014 Donn DeBoard 14