What is it to be a Writer? What do you write? How is the work environment? These are the commonly asked questions by my friends and family members. In this present age, writing and design are the two most powerful communication medium to evangelize products and services. We are living in an information savvy world. The information you provide and the way it's presented can leave a good or bad impression on the readers. So it’s critical writers provide the right information, right quality, in a right format that’s pleasing in the sight of the readers.
In Singapore, most of the IT companies have lone writers. Unlike India, or the US, where you can find companies with hundreds of writers, it’s unheard of in Singapore. The companies where writers work in solo are usually mid-sized companies with 50 to100 employees. They are like a lone sheep in the midst of wolves. The competency of a writer lies in his ability to turn the tide in his favor by creating an environment of trust. It is important for the companies to have well-defined processes such as Agile Scrum, style guides, appropriate documentation tools if they are serious about hiring a writer. This platform allows a new writer to mesh well with the culture. But for newbies, tools or process alone cannot be used as shields or crutches. A crucial factor in creating good documentation lies in developing a strong relationship of trust with developers, testers, and product managers.
A good writer must arouse curiosity amongst the readers. They must use their craft to service the readers, not to expel raw material but transmute it to provide what the reader most wants. This post provides a look at the "writing principles" I've found useful in helping writers to become highly effective and valued as part of a product team.
Writers are neither magicians to come out with content out-of-blue nor are they hired for frivolous tasks. Most of the times, writers are asked to work on multiple products. You must bear in mind that It is economical from the company's standpoint.
Quality should be the priority
Writers are hired to create product documentation for the companies. We are not consultants but more like contractors. As such, writers are seen as the last role in the food chain but play a vital role for customers. Poor writing quality leads to unhappy customers and eventually the loss of those customers, which then adversely impacts business revenue.
Communicate, Communicate, and Communicate
Writers should strive to be superior communicators, as ineffective communication leads to confusion and reflects poorly on the entire team. The writer will be judged by the quality of his work, which comes in the form of:
- Documentation Plans - Making it clear to all stakeholders' what document outputs to expect at any given point of time in the product life-cycle.
- Review - Using the Acrobat's Shared Review process to receive inputs from multiple readers on the same file.
- Communication via emails/chats/meetings - Keep the stakeholders informed about the progress of your documentation. Use the email meeting to schedule appointment with SMEs, and Product Managers. Ad-hoc chat also works depending on your relation.
Know Your Assignment
Like it, or not, writers are 'contractors’ who are hired to provide writing services for the organizations. For example User Manuals, API documentation, Training Materials.
Technical Writing represents the external customer (i.e. the user of the product). Understanding the external customer will help to improve the quality of the writing and, ultimately, the quality of the product.
This implies "Never presume" and clarify whenever there is ambiguity. Making speculation about how a product’s features/functionality, schedules, etc. will lead to a variety of issues:
- Wrong content
- Incomplete work
- Bad impression on the documentation team
Content! Content! Content!
Writers 'live and breath' content. They consume content, and they create content. Content is provided from other teams that help in making intelligent decisions:
- User Manuals
- Technical White Papers
- Standard Operating Procedures
- Installation Guide
Trust Facts - Question Assumptions
Related to principle having to do with avoiding ambiguity, writers must never make assumptions. As doing so can have a significant impact on the entire business.
- Work with the cross-functional team to address issues with requirements, user stories, etc
- Clarify schedules/expectations when in doubt
- Leverage documentation plan to articulate and set expectations on the documentation
- Track/manage outstanding issues until they are resolved
- Ensure a thorough document review by developers and stakeholders
- Tweaks to processes, templates, style guide
- Using Video
On the surface it may appear as if style guide does, in fact, restrict the writer; however, if you dig deeper you will discover that style guide helps by improving communications through establishing consistency in all the documents.
A well thought out and documented plan is worth its weight in gold. The documentation plan is the primary tool used to set expectations by all the stakeholders.
"If you fail to plan you plan to fail."
At the end of the day, the most important Technical Writing principle is "If you do not know - ASK". Writers are expected to ask questions until they are confident that they have the information needed to write content. Just remember, unanswered questions contribute ambiguity to the content and add risk to the business.
If you have any questions, or you want to hire me, send me an email at firstname.lastname@example.org. If you want to outsource your writing and documentation projects, contact Geenu Ann via email email@example.com or call +65-82086393 for a quote.