This document discusses how technical writers can expand their roles beyond just writing content. It suggests that technical writers learn about the wider organization, identify connections between content and users, and solve other teams' problems. The document provides examples of new areas for technical writers, such as content quality, customer experience, analytics, and strategy. It advises technical writers to determine their interests and skills gaps, build relationships, and get support to develop a new vision for their role within the organization.

1. Defining New Roles for
Information Engineering in the
Customer Content Journey
Adriane Hunt
CA Technologies
March 27, 2017

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Technical Writers Are NOT Just Writing!

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Customer Journey
BUYER JOURNEY
USER JOURNEY
BUYER JOURNEY
$$

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How Can I Add Value Beyond Writing Content?
 Learn about the organization beyond your role
 Examine connections between content and people
 Identify other people’s pain points and make a plan to help
solve their problems
 Be transparent about your goals and articulate the problems
you can solve
 Enlist help (volunteers) and management support for your
effort, explain the goals and benefits
 Leverage existing skills and learn new skills, tools, processes
 Communicate the benefits of your activities to the team and
the organization

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Some Examples of Content Areas to Explore
 Content quality
 Customer Experience (CX)
 Content analytics/metrics
 Content strategy (architecture, authoring, delivery, localization)
 Content standards and terminology
 Search Engine Optimization (SEO)
 Cross-functional content partnerships
 UI design
 Lead Generation
 User journey mapping
 Real time personalization (predictive content)

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Where Do I Start?
 What am I interested in?
 What are my passions?
 How do I want to change my role? What is my vision?
 Can I create or move into my new role in this organization?
 What are my skills and knowledge gaps?
 Who do I need to build relationships with?
 Who can help me develop my new role?
 What courses and training do I need to take?

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Questions?

8. Senior Principal Information Engineer
Adriane.Hunt@ca.com
Adriane Hunt
https://www.linkedin.com/in/adrianehunt/