The value of technical writing services

Can you prove your worth? What is your impact on a business and how can you quantify the return on investment?

Using recent case studies as examples, Ruth Hamilton and the WritersInc team discuss the value of using technical writing services, and how the return on investment can be described and possibly quantified.

Picture with Words

In this shared session Steve Moss and Grant Mackenzie will demonstrate the benefits of using video screencasts to deliver material that has traditionally been delivered in written form.

If you are currently writing online help or technical documentation - with an emphasis on the "written" aspect go through the presentation to find out more about why you should consider using video-based content.

Document Development Life Cycle

Technical Documentation is not just a process of writing. Before the actual content creation starts there are many phases a writer has to pass through.

Just as Software Development Life Cycle (SDLC), technical writing field also has Document Development Life Cycle (DDLC). There are no unique set of stages in a DDLC. Every organization follows a personalized approach for executing their documentation projects. In general, the following list covers most common stages of information development. 

 Documentation Development Life Cycle Phases



Note: This is one of the most common blog posts amongst technical writers. You will get many variants of the same life cycle. I have created this cycle as per my understanding and experience.

Kick-Off: The customer may have an idea about what documents are required for the project even before the software development has started. Alternatively, the customer might not have any idea whether the project needs documentation or not. In either cases, you as a technical documentation expert should have an idea about the scope of the documentation.

Information & Audience Analysis: During this phase, you must gather the useful information of the project and understand all the user documentation requests. It requires a lot interview sessions and surveys to gauge the exact requirements of the project. It is also necessary to understand the readers of your documents. This process is called audience analysis.

Planning & Estimation: After gathering all the necessary information, you can estimate the amount of time and resources required for completing the project during this phase. Based on the estimation, you can devise a feasible plan of execution.

Content Creation: In this stage, you create the content as per the design. But, content creation is not only about writing. It involves other necessary things such as adding relevant illustrations, images, and cross-references.

Review & Testing: Review is one of the most important phases of DDLC. In this phase, your peer (another technical writer or subject matter expert-SME) reviews the content. Generally, it is advisable to follow a “Writer-Developer-SME” approach in review, i.e. first review by writer, second review by developer and the last review by the SME.

Publishing: Once a document is thoroughly reviewed, it can be sent for publication. The same document can be used for various output formats, for example, print (PDF) and online (web help). So, during this phase, you may use as many publication options as per your distribution requirements.

Feedback & Maintenance: This final stage of DDLC ensures that there is a follow up on the documents that are delivered. A proper feedback should also be taken and in case of any discrepancies, you should make sure that the errors are solved and never repeated again.

P.S. In the next few days, I will cover each of these stages as individual topics in detail.

A Writer’s Prerogative

The previous post explained the skills that a writer should have to prepare effective documentation. But what about the concepts? 

Conceptually, what should a technical writer have in mind while preparing user documentation? I was thinking whether what should be a writer’s thought process before writing about technology. Thus, this post happened.

Following are the areas which may help a technical writer conceptualize effective technical documentation process:

• Visualize your audience: Understand and if possible visualize your readers and their needs, attitudes, and most importantly, their awareness of the subject matter. Adapt your writing to these factors and their technical skills. Understand in advance what the audience would (or should) think when they have completed reading your document.

• Understand the Context: Know the context in which the readers might perceive or judge your writing. Some audience may view the information you have developed from a critics’ viewpoint. For example, if you generally use American English and the audience is British, they are extremely particular about the subtle differences between the English used in America and England. So, shape your writing according to it and always understand the scenarios.

• Formulate a sound writing plan: Good writing is a result of a sound process that includes gathering correct information, brainstorming and categorizing thoughts. The typical process would include analyzing information, creating drafts, editing them, and revising information if it does not fit into the flow of the document. Even great writers might not get a perfect write-up in a single try. You will have to spend time and keep revising your content until it is in sync with the requirements. Even if you are piled up with multiple tasks, try to invest time in composing content step by step: analyzing, drafting, editing and revising each assignment. It will reduce your efforts eventually.

On the whole, the above points provide you with a pre-writing analysis. If you comprehend these aspects well, you can clarify many of your initial doubts and save yourself some quality time on rework.  For details about basic technical writing skills, see 7 – Habits of a Highly Effective Technical Writer.

Building your Portfolio - Part 1

Before you go out and start looking for a job as a technical writer, you should be in a position to demonstrate your skills. With the amount of knowledge you have gathered, it is advisable to create a portfolio which helps the employers understand your potential in the field of technical writing.


You can provide various forms of documents in a portfolio, viz. user manuals (steps to solve a particular problem), online help, few technical articles, and video tutorials. This allows the employer to know your versatility and skill set.

There are number of ways in which you can create your portfolio:

Writing help on familiar tasks

You can start building your portfolio writing about familiar tasks like “How to withdraw money from ATM” or “Steps to create a blog”. Utilize your existing knowledge effectively to cover steps required to complete a specific task. Though this is considered a primitive method, writing about known tasks help you in explaining information cleanly.

Working for a non-profit organization

Another effective way of creating a portfolio is volunteering to write for a non-profitable organization. The content you have created can be directly used in a portfolio. Generally, there are no proprietary information issues, but it is still recommended that you get a confirmation from the organization.

Writing help for mobile app

With the advent of smart phones, there is a large mobile application database on the internet. For most of these apps, there is not much help available. Though, these applications are relatively simpler to use, you can still create help for them and demonstrate your skills. It is surely a nice value add to your portfolio.

In addition to the above methods, learn technical documentation tools that facilitate content creation and publishing your documents. To know more about the list of documentation tools available, see Technical Writers toolbox.

The best way to learn a tool is to download its trial version. There are a lot of online resources available over the internet. You can learn and use these tools to generate PDF and HTML output for your portfolio. Such portfolios have multiple advantages as they demonstrate your ability in content creation as well as tools.

The next post covers creating your blog or website as a portfolio.

The Tipping Point – Global Audience

If you have been following this blog and are searching for global resources to make a great career in technical writing, this post would help you understand from where can you start.

It would be really good if you can find a renowned local institution for technical writing in or near your city (It would be difficult for me to jot to three best schools at every location :) ). But, the most prevalent method of learning is taking online courses. These courses are a good way to start off your knowledge exercise.

I would briefly provide a list of top three types of online courses I have heard of:

1. Utah State University
2. Webster Tech Writers
3. Technical Writers Block  

Apart from these institutes, Internet has a huge pool of informative blogs and websites by international authors. These writers have vast experience in technical communication and provide all the latest updates in the market.

Here are few of the free resources you can start with:  

• http://en.wikiversity.org/wiki/Technical_writing
• http://www.twin-india.org/TWIN_Book.chm
• http://www.twin-india.org/TWIN_Book2.chm
• http://www.prismnet.com/~hcexres/textbook/

Along with the learning, the best way to understand technical documentation is working on a freelancing project or getting employment. So, the next post would be how to get into the market with your acquired skills.

P.S. This post is dedicated to the global audience. The Indian enthusiasts, please refer to the previous post.

The Tipping Point - Begineers

If you have been following this blog and have decided to make a career out of relentless writing, this post would help you know from where should you start.

The most practiced approach is to join one of the renowned institutions for technical writing in Bangalore or Pune. Meanwhile, please note that there are several other small schools providing online trainings to individuals.

I would briefly provide a list of top three names I have heard of: 

1. Technical Writers Block Bangalore 
2. Technowrites Pune 
3. Symbiosis Pune  

Apart from these institutes, Internet has a huge pool of informative blogs and websites by international authors. These writers have vast experience in technical communication and provide all the latest updates in the market. Google it.

Here are few of the free resources you can start with: 

• http://en.wikiversity.org/wiki/Technical_writing
• http://www.twin-india.org/TWIN_Book.chm
• http://www.twin-india.org/TWIN_Book2.chm
• http://www.prismnet.com/~hcexres/textbook/

Along with learning and acquiring skills, the best way to know technical documentation is by working on a freelancing project or getting employed.

P.S. As requested by few of the readers of this blog, the next post is targeted to the global audience. The international enthusiasts, please refer to The Tipping Point - Global Audience.

Technical Writer's Toolbox

Technical Writing at the end of the day is not only about writing, but writing effectively (for the reader to grasp). So, to facilitate this need, there are several documentation tools available in the market. If you want a comprehensive list to get an idea about list of tools available, please refer the following link:

http://www.writersua.com/surveys/tools12/index.html

But, the problem with the list is that it does not segregate information as per usability. Traditionally, there are two different output formats readers expect their documentation viz. Printed (Adobe PDF) and Online (HTML Help). So, I will distribute various tools based on their expertise to generate specific output.

There are many other output formats like CHM, Wiki, HTML Help, eLearning videos, etc. Apart from that there are various enhancements tool used extensively in technical documentation.

Printed Publishing – Provides authoring and publishing PDF options

• Adobe PDF
• Microsoft Word
• Adobe Framemaker
• MadCap Flare
• WebWorks
• Author-IT
• DITA Open tool kit
• XMetal

Online Publishing – Provides authoring and HTML publishing options (Also supports CHM and HTML Help)

• RoboHelp
• Madcap Flare
• Dreamweaver
• Frontpage
• Doc-To-Help

Wiki – Provides interactive and collaborative environment where multiple authors can contribute

• Atlassian Confluence
• Microsoft SharePoint

Image Enhancement tools – Provides image enhancements facilitation

• Corel CorelDraw
• Techsmith SnagIT
• Adobe Photoshop
• Madcap Capture 

eLearning Tools – Provides environment for creating video tutorials for eLearning

• Madcap Mimic
• Adobe Captivate
• Techsmith Camtasia 

There are specific XML editing tools like XMetal and DITA which are currently beyond the scope of this post. On the whole, all these tools are used extensively by various technical writers based on their company’s discretion or their personal choice.  

Challenges of an Aspiring Tech Writer

Before diving into the field of technical communication, I would like to notify you about the challenges that you might have to face in your day-to-day work regime.

As majority of the technical authors in the industry are either from technical or communication background, I will limit the scope of this post to candidates from these prospective fields. But, in all likelihood, the challenges mentioned here are applicable to all the aspiring technical writers irrespective of their medium of study.

Technical Challenges

The primary problem with technology students is that they have never taken writing too seriously. Even if they are good with English language, they have never paid too much importance to grammar. If English is not their first language, it also adds to the chaos. So, here are the challenges and their possible solutions:

• Grammar Basics: If grammar is your pain area, you might want to reconsider your decision of getting into technical documentation. If not, I would suggest you should brush your English grammar skills. There are many websites that can help you in revisiting all the grammar you learnt in school. Links. Other alternatives can be renting a grammar book from your nearby library. Grammar Resources.
• Editorial Skills: If your grammar is good, you might not have much trouble in editing content. But, as an editor it is important to make the content readable. All the information put together should be directed to your audience.

 I am sure, the final year reports might have been a demanding job for many of you out there.

Communication Challenges

The primary problem the communication students have is their lack of exposure to technology. So, here are the challenges and their possible solutions:

• Technology: If you belong to the communication stream, it can be difficult to connect with technology at times. Here, the technology means greater things than Websites and Smartphone applications. We are talking out magnanimous ERP or Mainframe applications driving the telecom, security and manufacturing industries. So, it is really important for you to have a mind that anticipates technological assertiveness. 
• Understanding Product: The ability to understand the product can also be a major challenge due to the lack of academic exposure to various technology products. But, that can be solved over a period of time.
• Making Sense: Another connected aspect is making sense out of what you write. You might be an excellent English writer but if the information you provide is not as per the products requirements, the overall output will be hazy and incomplete. So, it really important to focus on getting exactly what is required for the product.

Common Challenges

• Audience Analysis: You must write for a specific reader. The audience is really important in technical writing and you should always have that at the back of your mind. More about it in the coming blog post on Audience Analysis.
• Understanding User’s Perspective: You must understand the user and usability of the application. It is again related to audience of the application. But, your insight on usability is fairly rated as you are the first user of the product.
• Documentation Tools: Though, technical writing is about writing, but it also employs various tools for creating content and generating output in required form. The regular output formats are: Web Based Help, PDF Help and Video Tutorials.

To sum it up, you must have zeal for writing, if you want to be a good technical writer. If have that fervor, there are enough online/classroom courses available that can help you learn the art and science of technical communication.

Am I eligible ?

Yes and No.

There has been enough debate about who can be a technical writer. But, my experience and study of this field has helped me deduce certain facts that might interest you.

• Technical Writing is an age old career stream. Technical Writing existed even before the advent of Information Technology. The documentation experts used to provide their services to various domains like manufacturing, oil and gas, and even aerospace. Those writers were industry experts in their respective technologies with sound writing and grammar skills.
• With Information Technology it became a different ball game altogether. Technical Writers began to generate information through various documentation mediums like Microsoft Word, Framemaker, RoboHelp, etc.
• And, with the invention of Internet, the information exploded online.

Throughout this journey of technical documentation, writers and their academic background also have been changing continuously.

Majority of the writers come from two educational streams:

• Technology – Engineering and Information Technology
• Writing – Arts and other communication fields

But, there are people who hail from different backgrounds and end up as technical writers. For example, one of my colleagues studied pharmacy in college. He started his career as a Medical Transcription writer and then stabilized his career in technical documentation.  

To succeed as a technical writer, you ought to be in love with technology. For example, it is of prime importance that you understand how gadgets work or how websites navigate. Another important aspect of technical documentation is how comfortable you are with English. For non-native English writers, it would be really necessary to take up a course in technical communication before plunging into this field. More about this in the next post.

At the end of the day, the choice still remains. If you think you enjoy the riddles of consistent, error-free and disciplined writing, technical documentation is the field for you.

Sharepoint 2007 - Wiki, Blog, RSS

It is after a long time, I am back to providing information on Technical Writing.

Following video helps you in understanding the strength of Sharepoint in the field of technical writing. Sharepoint can be really useful in developing various Intranet Blogs and Wikis.

Please go through the video and provide your comments.



Hence forth you will find regular posts on this blog. Let the information sharing begin!!!

You can also create a Wiki site using MediaWiki, but SharePoint has better security features.

For Starters & Students...

I came across this informational PDF file that will help students and beginner technical writers.

Please follow the trail: STC-NIU TechView.

Keep Learning!!!

Venturing into Technical Writing!!!

This is one of the most common queries people have when they meet me. What is your job profile? Then, I  have go about explaining them the work I do. Even tech-savvy people who understand technology have this query.
 
But, the most common question I receive is how to launch my career in technical writing, especially from students and frustrated developers. This blog will take you through the small but firm steps of getting into technical writing.

Now coming to the penultimate question: What is Technical Writing? (The ultimate one is how to get into it?)

Across Wiki and other forums there are many good definitions available for the term Technical Writing, but the most appropriate one I feel is:
"Technical writing is creating documents that help someone install, deploy, configure or use a product or a service."

For more on definitions read here: Breaking the Ice - 1

Keep Reading!!!