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TECHNICAL DELIVERYAN EXPANDED ROLE FOR TECHNICAL COMMUNICATORS
Todd DeLuca@TechCommTodd @STCNewEngland
#spectrum16
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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?• Tech Comm Manager
(Black Knight Financial Services)
• STC Associate Fellow• STC Community Leader• STC Summit Chair• Presenter & Speaker Todd DeLuca
@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 @stcnewengland
Does this Sound Familiar?
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#techcomm #techdelivery
@techcommtodd @stcnewengland
If there was a problem…
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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 retrieved.• 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 @stcnewengland
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#techcomm #techdelivery
@techcommtodd @stcnewengland
Not this Gap
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#techcomm #techdelivery
@techcommtodd @stcnewengland
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 @stcnewengland
#techcomm #techdelivery
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@techcommtodd @stcnewengland
#techcomm #techdelivery
Stand & Deliver
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#techcomm #techdelivery
@techcommtodd @stcnewengland
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 NEW?
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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 @stcnewengland
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
@techcommtodd @stcnewengland
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#techcomm #techdelivery
@techcommtodd @stcnewengland
Celebration
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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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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
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QUESTIONS?
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@TechCommTodd #STCInterchange2016
That’s the Way I Like It
Uh Huh, Uh Huh
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MORE INFORMATION
• Content based on STC Intercom article, published October 2015
• intercom.stc.org
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THANK YOU!Contact Me• LinkedIn: techcommtodd• Twitter: @techcommtodd• Mail: [email protected]