Technical Delivery - Expanded Role for Technical Communicators, STC New England - Interchange 2016
STC India 2016 Technical Delivery - DeLuca
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Technical DeliveryAn Expanded Role for
Technical Communicators
@stc_org
@stcindia
@techcommtodd #techcomm
#techdelivery
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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)
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Who Am I?• Todd DeLuca (Tech Comm Todd)• Manage team of technical writers
(software documentation)• Live in Philadelphia, Pennsylvania
(US)• Active STC Volunteer, Leader, and
Past Chapter President• Chair, 2016 STC Summit• Candidate, 2016 STC Director• STC Conference Speaker
@techcommtodd
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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.
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#techcomm#techdelivery
@techcommtodd @stcindia
Does this Sound Familiar?
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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 downloaded.
• Made sure content links weren't 'broken'
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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.
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#techcomm#techdelivery
@techcommtodd @stcindia
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#techcomm#techdelivery
@techcommtodd @stcindia
Have You Had Similar Problems?
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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.
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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).
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@techcommtodd @stcindia
#techcomm#techdelivery
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#techcomm#techdelivery
@techcommtodd @stcindia
Do You Do Something Like
This?
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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)
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Sample – Product Delivery Report
Click Image to download sample file
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Sample – Client Partner Report
Click Image to download sample file
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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.
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#techcomm#techdelivery
@techcommtodd @stcindia
What Benefits Do You See?
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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.
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#techcomm#techdelivery
@stcindia@techcommtodd
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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?
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Questions?
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More Information• Content based on
Intercom article, published October 2015
• intercom.stc.org
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Thank You!• Happy Republic Day!• Contact me:– [email protected]– LinkedIn/techcommtodd