the challenges technical communicators face
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The Challenges Technical Communicators Face
Karen Flam, Moderator Panelists: Donn DeBoard, Vertex, Inc. Todd DeLuca, Black Knight Financial Services Tim Esposito, Oracle
Agenda
Introduction of Panelists
Presentations
Questions & Answers
Group discussion
Donn DeBoard We will first hear from Donn DeBoard
Copyright 2014 Donn DeBoard 3
Challenges in technical communications Donn DeBoard
STC-Philadelphia Metro Chapter (PMC), February 19, 2014
Pennsylvania State System of Higher Education (PASSHE) Center City
Copyright 2014 Donn DeBoard 4
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
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You have outdated or no product specifications.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
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
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
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.
Do you speak your SMEs’ 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
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
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
Todd DeLuca We will next hear from Todd DeLuca
Copyright 2014 Donn DeBoard 13
Tim Esposito We will next hear from Tim Esposito
Copyright 2014 Donn DeBoard 14
Challenges
Globalization
Communication
Prioritization
Zombie Apocalypse
Globalization
Communication
Source: http://www.linuxkungfu.org/images/fun/geek/project.jpg
Prioritization
Tools to Obtain Victory!
Questions
Nobody expects the Spanish Inquisition!
Thanks for the conversation!
Copyright 2014 Donn DeBoard 21
Let’s connect.
Contact us with additional questions and comments.
karenflam@yahoo.com (Karen Flam)
donn.deboard@vertexinc.com (Donn Deboard)
techcommwriter@gmail.com (Todd DeLuca)
tmesposit@gmail.com (Tim Esposito)
Copyright 2014 Donn DeBoard 22
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