Technology or Bust?
The chapter “Information Design” in Digital Literacy for Technical Communication echoes a sentiment I’ve been having throughout this class. Salvo and Rosinski make the following point that especially resonates with me: “Use, familiarity, and comfort within these newer information spaces are therefore generational, and technical communicators must now consider how to bridge these generational boundaries that are likely to express themselves as technological preferences” (2010, p.105).
This bridge of generational boundaries is one that I don’t think has been adequately addressed in our readings until now. I think the tone of many of our previous readings has been that technical communicators must change they way they communicate or face the possibility of becoming irrelevant. I found in this frequently repeated theme an implied argument that technical communicators are resistant to new technologies, but their users are not; thus, technical communicators must adapt their communication methods to them to keep up to par with their users.
While I believe that this scenario is the case for some technical communicators, I have encountered the opposite problem in my current job. Savlo and Rosinski argue that technological preferences are generational. I see evidence of this daily; my users, consumers of the documentation I write, are more of my parents’ generation than mine and are more used to and accepting of print communication than digital. In fact, in some cases I have encountered resistance to digital communication, despite the fact that print communication is still equally as available and accessible.
Don’t get me wrong- there are some users (mostly the ones closer to my generation) who do actually want to experience digital communication and even recognize its benefits. For example, my digital communication platform, Doc-to-Help, allows me to link words I’ve used to glossary terms, group key concepts together, offer direct links to related topics, and provide the user with the ability to search for a term or topic. If my users could get comfortable with this digital communication platform, I have no doubt that it would serve them better than a 50 page printed user manual.
In addition, as our product is a SaaS (software as a service) application which is accessed via a computer, an internet connection, and a browser, it should be safe to assume that our users, since they are able to access our applications, do not have the technological obstacles (lack of access to these tools) that Salvo and Rosinski point out could potentially inhibit their accessing online documentation.
Nevertheless, Salvo and Rosinski are right that we as technical communicators do need to do our best to bridge the generational gap and appeal to everyone. I am still trying to figure out the best way to continue making print documentation available for those who really need it but at the same time encouraging my user base to shift to the digital platform as it is faster, less resource intensive, and offers unique functionality.
The aiim white paper, “Systems of Engagement and the future of Enterprise IT,” brought up a very interesting point about how accessibility of technology has changed. Whereas traditionally new technology has been available first to businesses and larger institutions and then has trickled down to smaller organizations and eventually individuals, we are now seeing the opposite trend where technological trends seem to take hold at the individual level and grow until they reach larger organizations.
The aiim paper predicts, though, that businesses will have to speed up their responses to technological innovation and undergo a transformation which will further facilitate collaboration or risk becoming “roadkill” (p. 4). This new way of doing business is described as “Systems of Engagement” rather than its predecessor “Systems of Record” (p. 5).
I can already see this transformation happening in my company. We are a small company, but one of my coworkers works across the country in a different time zone, some of our consultants work in a different time zone as well, and some of our customers are in still different time zones plus have different work hours than us. These growing communication constraints require that we find new and effective ways to engage with each other such as video conferencing and hopefully increasingly better mobile devices and cheaper and more accessible bandwidth as the paper predicts.