you say you want a revolution: quality content & global sourcing

You Say You Want a Revolution: Quality Content & Global Sourcing

Barry SaiffFounder and CEO, Saiff Solutions, Inc.

Tagaytay City, Philippines

@SaiffSolutions #LavaCon

• Technical communications leader• 30+ years of experience• Led writing teams at 6 US companies • Founded Saiff Solutions, Inc. in 2011• Provides content development to Fortune 500

companies in Japan & US

@SaiffSolutions #LavaCon

How we will

LEARN?

SURVEY: TECHNICAL WRITING OUTSOURCING

How many of you have experienced?

Working with

writers in another country?

SURVEY: TECHNICAL WRITING OUTSOURCING

How many of you have experienced?

Being laid off, or having colleagues

laid off, due to outsourcing?

SURVEY: TECHNICAL WRITING OUTSOURCING

How many of you have experienced?

Being involved in decision to outsource?

SURVEY: TECHNICAL WRITING OUTSOURCING

How many of you have experienced?

A well-crafted

outsourcing plan?

SURVEY: TECHNICAL WRITING OUTSOURCING

How many of you have experienced?

A poorly implemented outsourcing

plan?

SURVEY: TECHNICAL WRITING OUTSOURCING

How many of you have experienced?

Negative impacts of

outsourcing (any)?

SURVEY: TECHNICAL WRITING OUTSOURCING

How many of you have experienced?

Positive impacts of

outsourcing (any)?

What is your overall impression ofTECHNICAL WRITING OUTSOURCING?

The 6 Stages of Technical Writing

Stage 1Infancy (1970’s)

Stage 2Youth

(1980’s)

Stage 3Adolescence

(1990’s)

Stage 4Young Adulthood

(2000’s)

Stage 5Adulthood (2010’s)

Stage 6Mid-Life (2015)

In the US in the 1970’s. Stage 1infant

US, 1980’s.

Stage 2YOUTH

US, 1990’s.

Stage 3adolescence

US, 2000’s.

Stage 4YOUng

adulthood

US, 2010’s.

Stage 5adulthood

US, 2015’s.

Stage 5MID-LIFE

The GROWTH of OutsourcingFrom 1970 to 2010, outsourcing grew exponentially. Some examples:• By 2003, 77 global software development firms had R&D operations in India.

• By a recent (2013) estimate, there were 80,000 software developers in the Philippines.

• There are now technical writers in the Philippines with 10+ years experience in topic-based authoring.

DRIVERS of Outsourcing• Labor cost differentials• Growth of global labor market = availability• Communications cost reductions• Global market growth/economic

liberalization• Increased ease of doing business globally• Convergence of global business culture• Increasing productivity• Increasing customer-centric focus on quality

Discuss: TWO Issues, Fears, Pitfalls

What do you think are the major problems with technical writing outsourcing? Let’s write them down, and I’ll address each one.

WHY

OUTSOURCE?

PRODUCTIVITY is a powerful, historical force:

Productivity rises, and everything changes to facilitate rising productivity.

OUTSOURCING SuccessesWhat happens when TWO works well?

OUTSOURCING SuccessesWhat happens when TWO works well?

• Effective global collaboration• Learning• Process Improvement• Improved quality

• Reduced costs• Increased global

responsiveness• Productivity improvements

OUTSOURCINGPitfalls

Can bad things happen as a result ofoutsourcing technical writing?

OUTSOURCINGPitfalls

Can bad things happen as a result ofoutsourcing technical writing?

• Yes, sometimes.• Often when outsourcing

decisions do not involve technical communicators.

• Resisting outsourcing makes it less likely that you’ll be included in the decision.

• What you resist persists.

Can good technical writers lose jobs to outsourcing?

OUTSOURCINGPitfalls

• Yes, sometimes. But not always.• Over 4 years, the # of Saiff

Solutions clients that laid off of in-house writers: 0

• Yes, 0. We’ve never been in that situation.

Discuss: TWO Key Success Factors

What things do you think need to happen to make technical writing outsourcing successful?

The Evolution of TWOFor a long time it seemed that:• Technical writing outsourcing

may not work.• Opposing TWO is the best way to

keep local TW jobs.

CLEAR

that…

Now it is

The Evolution of TWONow it clear that:• Technical writing outsourcing can

work very well.• With technical communicators in

management, we can author TWO strategies, instead of being victims.

• How TWO is done is a crucial question.

TWOIMPLEMENTATION

TWO IMPLEMENTATIONIf you have writers:- As work grows, you can expand

capacity at lower cost via outsourcing.

- By reserving advanced tasks for the in-house team, you can improve team morale and cost-effectiveness.

TWO IMPLEMENTATIONTo determine if TWO is right for YOU:- No one-size-fits-all formula- No simple rule to follow- Quality varies everywhere

TWO IMPLEMENTATION: What do process maturity and content strategy have to do with TWO:- If technical writers struggle to

discover design changes when co-located with engineers…

- Outsourcing may magnify problems.

PROCESS

TWO IMPLEMENTATION: When outsourcing goes wrong, it can be

due to any of the following issues:

RISKS

Location Function INCLUSION Language

TWO IMPLEMENTATION: RISKSEXPERIENCE

LEVEL Culture Competency Management

When outsourcing goes wrong, it can be due to any of the following issues:

• Focus where you can have an impact.

• Prepare yourself for change.• Focus on the success of your

enterprise.• Focus on improving quality.

TWO IMPLEMENTATION: LESSONS

• Start with process improvement and content strategy.

• Focus on morale and effectiveness. Don’t ignore the need to sell change effectively.

• Use inclusive planning.• Be aware of potential cultural

pitfalls.

TWO IMPLEMENTATION: LESSONSFor management:

Assess process maturity and content strategy first, and improve if needed.- Include Tech Comm in planning.- Ensure a realistic financial analysis.- Identify & communicate vision &

benefits.- Incorporate team feedback.- Focus on career development.

TWO: KEY SUCCESS FACTORS

Carefully choose country:- Consider language, infrastructure, labor pool.- #1 country in business English: Philippines

(http://www.globalenglish.com/business_english_index)

TWO: KEY SUCCESS FACTORS

Carefully choose provider.Start with a low-risk pilot project.

Understand and accommodate the differences:- Time zone- Language- Culture- Expertise- Background, context

TWO: KEY SUCCESS FACTORS

Include all tech writers in meetings, reviews, scrums, defect tracking, wiki/intranet, email list, etc.Document testing, review = key parts of the project schedule

TWO: KEY SUCCESS FACTORS

Outsourcing, poorly conceived, planned, and executed, can spread, expand, and increase the worst qualities of an organization.

Conclusion

ConclusionOutsourcing, done well, can promote the growth of a thriving organization and contribute to continual improvement.

What is your overall impression ofTECHNICAL WRITING OUTSOURCING?

How can outsourcing your technical writing benefit your organization?

How would it work? How will you start? Is now the right time?I’m happy to help you think this through. Email me to set up a free, 30-minute consultation!In your email, please include your: name, title, company, time zone, phones, suggested times/dates.

barrysaiff@saiffsolutions.com

2200 mAhPower Bank

Invitation

By 2030, in a typical US company, what % of technical writing will take place outside of the US, Canada, Australia, New Zealand, and Europe?

a. 25% c. 75%b. 50% d. 95%

Final questions

In 2030, how will the number of technical communication jobs in the USA compare to 2015: a. At least twice as many jobs as in 2015? b. More, but not twice as many? c. The same? d. Less?

Email: barrysaiff@saiffsolutions.comSkype: SaiffSolutionsContact: 415 350 2959 +63 917 872 0929Web: www.saiffsolutions.com

Questions & comments!

Bonus Slide: barry’s Guide to management & motivation

Management – C.A.R.V.E.• Caring

• Results• People• Process

• Access• Respect• Vision• Expect Excellence

Motivation – S.L.A.P.• Successes• Learning• Accurate feedback• Praise

Bonus Slide 2: responses to survey questions at lavacon 2015

How many of you have experienced:Work with off-shore writers: 7Lay-offs due to TWO: 3Involved in TWO decision: 6Well-crafted TWO plan: 2Poorly-crafted TWO plan: 2Any negative TWO impacts: 6Any positive TWO impacts: 2

Overall impression of TWO (at start): Positive: 0 Negative: 4Overall impression of TWO (at end): Positive: 4 Negative: 0 Neutral: 9By 2030, what % of technical writing will be offshore?25% -0, 50%-6, 75%-4, 95%-0By 2030, how will the # of TW jobs in USA compare to 2015?2x-0, 1x-2x-6, 1x-0, <1x-4