Presentation presented to STC New England chapter in Lowell, Massachusetts (MA) on April 2, 2016. Talks about giving the message of tech comm work directly and not relying on others, including how and what to report (share what you're doing).

1. TECHNICAL DELIVERY
AN EXPANDED ROLE FOR TECHNICAL COMMUNICATORS
Todd DeLuca
@TechCommTodd
@STCNewEngland
#techcomm

2. WHY ARE WE HERE?
• Where can we expand our reach?
• Further in the company
• Closer to customers
• How do we increase influence?
• Provide more service
• Help others (make it easier for them)

3. WHO AM I?
• Tech Comm Manager
(Black Knight Financial Services)
• STC Associate Fellow
• STC Community Leader
• STC Summit Chair
• Presenter & Speaker
Todd DeLuca
@techcommtodd

4. WE HAD A PROBLEM
• People did not know when documentation was
updated or created.
• Technical writers were not responsible for
sharing or providing content to customers.
• Tech Comm team was dependent on others to
notify people and share links.

5. #techcomm #techdelivery
@techcommtodd @stcnewengland

6. #techcomm #techdelivery
@techcommtodd @stcnewengland
If there
was a
problem…

7. WHAT WE DID
• Decided to research the problem.
• Talked to stakeholders.
• Checked content locations to make sure content
was accessible and could be copied or retrieved.
• Made sure content links weren't 'broken'

8. WHAT WE LEARNED
• Writers produce good, timely content.
• People were not looking for updates themselves
and did not know where content was posted.
• People were not alerted regularly.
• There was a communication gap.

9. #techcomm #techdelivery
@techcommtodd @stcnewengland

10. #techcomm #techdelivery
@techcommtodd @stcnewengland
Not this Gap

11. #techcomm #techdelivery
@techcommtodd @stcnewengland

12. HOW TO FIX IT
• Alert others to documentation changes.
• Keep audience informed and up to date.
• Do not leave responsibility with others.
• Technical communication team takes content
closer to users and customers.

13. PRODUCT DELIVERY REPORT
• New Tech Comm team deliverable.
• Produced and published every week.
• Sent direct via email to staff (internal).
• Broad distribution (everyone gets a copy).

14. @techcommtodd @stcnewengland
#techcomm #techdelivery

15. @techcommtodd @stcnewengland
#techcomm #techdelivery
Stand
&
Deliver

16. #techcomm #techdelivery
@techcommtodd @stcnewengland

17. WHAT'S IN IT?
• List of recent documentation changes
• Includes new and updated content
• Document post date and description
• Links to documents in file repository
(to retrieve or copy)

18. SAMPLE – PRODUCT DELIVERY REPORT
Click Image
to download
sample file

19. SAMPLE – CLIENT PARTNER REPORT
Click Image
to download
sample file

20. WHAT’S NEW?

21. WHAT'S THE RESULT?
• People like it! Makes their job easier.
• Everyone is informed and current.
• Fewer questions about status or location
of documentation (less support).
• Regular and reliable updates (predictable).
• Increases visibility of content.

22. #techcomm #techdelivery
@techcommtodd @stcnewengland

23. OTHER BENEFITS?
• Added value and service from the Technical
Communication team.
• Doesn't take much extra time or work.
• Boosts profile of technical writers.
• Expansion into other areas and reports.
• Connections with other teams and clients.

24. #techcomm #techdelivery
@techcommtodd @stcnewengland

25. #techcomm #techdelivery
@techcommtodd @stcnewengland
Celebration

26. WHAT DO YOU THINK?
• Do you get similar questions or requests
for updates about your content?
• Can you see your team producing a
similar report?
• How might this benefit your group?

27. WHO IS TELLING YOUR STORY?
• How are they reporting your work?
• Who are they telling?
• Is everyone being informed?
TAKE MORE CHARGE – DO IT YOURSELF
OR PROVIDE THE CONTENT

28. QUESTIONS?

29. @TechCommTodd #STCInterchange2016
That’s the Way I Like It
Uh Huh, Uh Huh

30. MORE INFORMATION
• Content based on
STC Intercom article,
published October 2015
• intercom.stc.org

31. THANK YOU!
Contact Me
• LinkedIn: techcommtodd
• Twitter: @techcommtodd
• Mail: techcommtodd@gmail.com