Technical Writing is Not Just a Support
by Bradley Nice, Content Manager at ClickHelp.com — software documentation tool
Despite technical writing gaining exposure and traction, many companies still treat technical writers as an ‘appendix’, that doesn’t add value to the product. And new people on this position may not know how they can contribute to the product, sticking to what they’re told. In this post, I’ll go over things a technical writer can do and you will see that tech writing is so much more than just a product support function.
Create product-related content
Of course, this is the main and the most obvious task of any technical writer. This content includes description and explanation of new (in case of the forthcoming release) features. In order to be ahead of that, you need to constantly communicate with a development team and make sure you understand what is being changed and how each feature works.
Talk to the devs, learn which form of communication works best for them — maybe it’ll be better for you to attend their meetings, or to talk via email or skype calls.
Enhance existing content
But your job doesn’t limit you to writing documentation for new and upcoming features. Why not try and overhaul existing content? Fresh eyes can often help to improve what’s already been done. Want a few tips on how can you do it? Easy:
- Remove or replace outdated content. There may be plenty of places throughout documentation that describe features that are no longer part of the product or their outdated version.
- Grammar and punctuation also worth checking. Of course, documentation has probably gone through aneditor and other people, but still, you may notice something that fell through the cracks.
- If it hasn’t already been done — why not add company styling to documentation to give it a distinct look?
- Add visual elements such as screenshots, flowcharts and code examples, where applicable.
- You can also try restructuring topics to make information flow more straightforward and less confusing.
- Search for lengthy topics and try splitting them into subtopics — this will increase their readability.
But remember not to make those changes by yourself — consult with senior tech writers or even a company editor (if your company has one).
Create how-to videos and tutorials
It’s no secret that people prefer to watch a video than to read a help topic or a manual. So why not give it a go? Create short and interesting videos about complex product features. Or make a tutorial about basic workflow, or specific tasks.
Provide improvement ideas and search for issues
Another way you can help is to keep an eye out for any issues you might encounter during your work with the product. Reporting bugs and other issues can increase the level of your credibility among your team.
Aside from bug hunt, think of ways to improve a product.
- Try using its different features, using different input patterns and soon enough you’ll get one or two ideas about how it can be improved.
- Find what features are not easy to use, or suggest rewriting tooltips/error messages/alert messages that are difficult to read or not clear enough.
- Look out for redundant features as well
The more time you spend using the product, the more ideas will pop into your head. Don’t be afraid to experiment and step outside of the box.
Improve tech knowledge of new members
You can also become a mentor for new technical writers on your team. Often technical writers don’t have strong technical background, so you can help them with accommodation. Think about developing a program that will let them become acknowledged with the product faster — teach them jargon, explain the technology behind a product, etc.
I hope you see now that technical writers are not just support stuff and they can provide valuable input and make product a better one. Don’t be afraid to try something new, don’t just stay in the boundaries of your job description. Find ways to improve and soon enough you’ll become an invaluable member of the team.
Good luck!
Bradley Nice, Content Manager at ClickHelp.com — best online documentation tool for SaaS vendors
