Trying my best to not spoil the broth!
As a professional in the world of technical communication, I often wonder what my role really means for the organization. When people ask me what I do, I often pause and respond with some generic phrase like, “I decipher geek speak for non-technical people”. But, at times I am in the business of marketing our department to the rest of the organization. At other times, I am compiling “How To Instructions” (when I can get away with it). But I often wonder at what point in time does one cross the line between technical communicator, to support help, or even to technical subject matter experts (SMEs). And this idealism off too many cooks in the kitchen seems to ring true from a technical communication standpoint.
I am always asking questions and trying to drive out more information from technical SMEs. In return I am cornered with negative responses and many people not understanding why I’m asking the questions I am asking. Or, my favorite, telling me that no one actually needs to know that (because technical professionals are so good at putting into human terms what they really need to say. But for me this is where Dicks (2010), identifies that technical communication is developing and changing in a number of different ways (p. 58).
I personally believe it is this change, this evolution that may be causing angst for many newer generation technical communicators. Many organizations have to spread out responsibilities and for some organizations; technical communication is a fairly new commodity (especially if they are not delivering some type of technological solution to the consumer world). In the case at my organization, internal technical communication is fairly new and while our primary product is food related, technology is still at the core of our business functions.
I particularly find the following graphic interesting as well when it comes to this concept around both the change that technical communication is unfolding within organizations today and the correlation with “too many cooks in the kitchen”.
This graphic is based on products by LearnMax (2015), a company who specializes in technology training. But for me it is the categories that truly resonate with the different areas of technical communication that I see quite often.
As technical communicators we need to have a baseline knowledge of what we are writing/communicating about. Unfortunately we cannot always trust the SMEs to know what we need and why we need. It’s this type of information that I believe drives technical communication. Dicks (2010) further states, “reshaping [our] status will involve learning technologies and methodologies such as single sourcing and information, content, and knowledge management, and then optimizing information development of multiple formats and media” (pg. 55).
- This statement not only aligns with the knowledge management aspect, but also with regard to the training aspect.
- Optimizing our information for multiple formats hones in on this idea of enterprise mobile and writing for mobile device – not just shrinking our information to fit on mobile devices
- We are also there for the customer – whether it is for an internal customer or an external customer.
Ultimately this all aligns with content development, as shown in the graphic above. It should be our goal to customize our content not only for formats and media – but for our audience. Dicks (2010) calls out the value of our role in the following four categories: “cost reduction, cost avoidance, revenue enhancement, intangible contributions” (p. 61). But I bring us back to my original example in my own situation – of too many cooks in the kitchen and refining the role of technical communication within organizations.
For example, the Information Technology Help Desk was at one point responsible for preparing our department intranet pages. The content, design, and layout was all brutal. In an effort to formalize this channel as a communication tool, I focused heavily on design and updating the pages so they seemed more accessible and inviting to staff. Unfortunately, I would say that this idea / change in ownership of job duties has been a constant struggle. At one point this group never wanted to give anything up, and yet at time if it’s not perfect it is used as an excuse to pass the buck off onto someone else.
So while we can theoretically lay out for management on how technical communication can provide value to the organization, how do we show value to our colleagues who might be more concerned that we are stepping on their toes?
Dicks, S. (2010). Digital Literacy for Technical Communication. In R. Spilka (Ed.), The Effects of Digital Literacy on the Nature of Technical Communication Work, (pp. 51-81). New York: Taylor & Francis.
Posted on October 4, 2015, in Digital, Literacy, Marketing, mobile, Teaching, Technology and tagged Communication, content management, Cultural Communications, digital. Bookmark the permalink. 8 Comments.