The document discusses the challenges faced by technical communicators, emphasizing the need to simplify complex information for customers while maintaining clear and concise content. Key topics include understanding customer needs, the importance of engaging subject matter experts, creating portable content, and fostering innovation. It features a panel discussion with insights from industry experts on improving technical communication processes.

1. TheChallengesTechnical
Communicators Face
Karen Flam, Moderator
Panelists:
Donn DeBoard,Vertex, Inc.
Todd DeLuca, Black Knight Financial Services
Tim Esposito,Oracle

2. Agenda
Introduction of Panelists
Presentations
Questions & Answers
Group discussion

3. Donn DeBoard  We will first hear from Donn DeBoard
Copyright 2014 Donn DeBoard 3

4. Challenges in technical
communications
Donn DeBoard
STC-Philadelphia MetroChapter (PMC), February 19, 2014
PennsylvaniaState System of Higher Education (PASSHE) Center City
Copyright 2014 Donn DeBoard 4

5. A technical
communicator…
 Simplifies complex,
technical information
for a customer.
 Clear, concise, content is
easy for the customer to
use.
 Your content enhances
customer success with
your product.
Copyright 2014 Donn DeBoard 5

6. You know
you’re a
technical
communicator
when…
 You have outdated or no
product specifications.
 Your SMEs are often
unavailable or
hard-to-reach.
 You discover
“undocumented”GUI or
function changes in the
product .
 You develop and deliver
draft content while the
product is still being
tested.
Copyright 2014 Donn DeBoard 6

7. Agenda
 Who are your
customers?
 Why don’t your
customers read the
documentation?
 Do you speak your
SMEs’ language?
 Is your content
portable?
 What about innovation?
Copyright 2014 Donn DeBoard 7

8. Who are your
customers?
 You are a customer
advocate.
 You are not your
customer.
 Engage customer-facing
employees early and
often.
 Connecting to your
customers is a
foundational and
ongoing effort.
Copyright 2014 Donn DeBoard 8

9. Why don’t your
customers
read the
documentation?
Copyright 2014 Donn DeBoard 9
 Customers want to
perform a task, not read
your content.
 All content is not equal.
 What is “the least your
customer need to know”
for success?
 The right content in the
right job context
increases customer
success.

10. Do you speak
yourSMEs’
language?
 Learn your SMEs’
language (IT,
accounting, technology,
or business).
 Build high-trust
relationships with your
SMEs. SMEs can keep
you aware of
late product changes.
 Keep your SMEs focused
on the customer.
 Show your SMEs how
your efforts benefited
the customer.
Copyright 2014 Donn DeBoard 10

11. Is your content
portable?
 Content is an essential
part of the product.
 Do you have a tool to
create and deliver
content in multiple
formats?
 Do you have a strategy
to manage your
content?
 Are you aware of
emerging avenues for
content delivery?
Copyright 2014 Donn DeBoard 11

12. What about
innovation?
 Understand your
customers’ needs.
 Who are you innovating
for: yourself or your
customer?
 Your idea should
enhance your
customers’ experience
with your content.
 Create a proof–of-
concept for internal and
selected customer
review.
Copyright 2014 Donn DeBoard 12

13. Todd DeLuca  We will next hear fromTodd DeLuca
Copyright 2014 Donn DeBoard 13

14. Tim Esposito  We will next hear fromTim Esposito
Copyright 2014 Donn DeBoard 14

15. Challenges
Globalization
Communication
Prioritization
Zombie Apocalypse

16. Globalization

17. Communication
Source: http://www.linuxkungfu.org/images/fun/geek/project.jpg

18. Prioritization

19. Tools to
ObtainVictory!

20. Questions
Nobody expects the Spanish Inquisition!

21. Thanks for the
conversation!
Copyright 2014 Donn DeBoard 21

22. Let’s connect.
Contact us with additional questions and comments.
karenflam@yahoo.com (Karen Flam)
donn.deboard@vertexinc.com (Donn Deboard)
techcommwriter@gmail.com (Todd DeLuca)
tmesposit@gmail.com (Tim Esposito)
Copyright 2014 Donn DeBoard 22