Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Technical Delivery - Expanded Role for Technical Communicators, STC New England - Interchange 2016


Published on

Presentation presented to STC New England chapter in Lowell, Massachusetts (MA) on April 2, 2016. Talks about giving the message of tech comm work directly and not relying on others, including how and what to report (share what you're doing).

  • Be the first to comment

  • Be the first to like this

Technical Delivery - Expanded Role for Technical Communicators, STC New England - Interchange 2016

  2. 2. 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)
  3. 3. WHO AM I? • Tech Comm Manager (Black Knight Financial Services) • STC Associate Fellow • STC Community Leader • STC Summit Chair • Presenter & Speaker Todd DeLuca @techcommtodd
  4. 4. 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.
  5. 5. #techcomm #techdelivery @techcommtodd @stcnewengland
  6. 6. #techcomm #techdelivery @techcommtodd @stcnewengland If there was a problem…
  7. 7. 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'
  8. 8. 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.
  9. 9. #techcomm #techdelivery @techcommtodd @stcnewengland
  10. 10. #techcomm #techdelivery @techcommtodd @stcnewengland Not this Gap
  11. 11. #techcomm #techdelivery @techcommtodd @stcnewengland
  12. 12. 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.
  13. 13. 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).
  14. 14. @techcommtodd @stcnewengland #techcomm #techdelivery
  15. 15. @techcommtodd @stcnewengland #techcomm #techdelivery Stand & Deliver
  16. 16. #techcomm #techdelivery @techcommtodd @stcnewengland
  17. 17. 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)
  18. 18. SAMPLE – PRODUCT DELIVERY REPORT Click Image to download sample file
  19. 19. SAMPLE – CLIENT PARTNER REPORT Click Image to download sample file
  20. 20. WHAT’S NEW?
  21. 21. 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.
  22. 22. #techcomm #techdelivery @techcommtodd @stcnewengland
  23. 23. 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.
  24. 24. #techcomm #techdelivery @techcommtodd @stcnewengland
  25. 25. #techcomm #techdelivery @techcommtodd @stcnewengland Celebration
  26. 26. 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?
  27. 27. 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
  28. 28. QUESTIONS?
  29. 29. @TechCommTodd #STCInterchange2016 That’s the Way I Like It Uh Huh, Uh Huh
  30. 30. MORE INFORMATION • Content based on STC Intercom article, published October 2015 •
  31. 31. THANK YOU! Contact Me • LinkedIn: techcommtodd • Twitter: @techcommtodd • Mail: