Technical Authors what we are and what we are not

Whatever your view of a Technical Author, do not be fooled by that title. We are much more than people realise, and we can help in ways you never thought possible. So, let me bust the myth about what we are and what we are not.

Would you mind reading on? 

What I or WE are NOT

Software developer

If I knew BASIC, C/C++, Java, you know where I’m going, I would be earning far more as a developer.  I receive many calls for API documentation, a niche skill requiring knowledge of the code used in an API.

Project Manager

I will be careful here. I am not a project manager certified through Prince2, Agile Scrum, etc. My PM skills are relevant to technical documentation, whereby I set my schedule and arrange meetings with SMEs and other stakeholders. 

Beyond documentation, my PM skills do not stretch to:

      • the provision of detailed project planning, including progress evaluation, risk management, issue and resolution. If that is essential, hire a full-time Project Manager.
      • A secretary organising the working lives of colleagues,  and taking minutes. I do record my meetings (with a dictaphone) and extract the relevant information for the documents.

Technical Authoring on its own is a time-consuming role, and any expectations from me over and beyond the documentation scope of the project might be pushing my ability to get things done in a timely matter. Remember, our skill is documentation and how to fill those documents with information. 

I can 

Sit with your SMEs and open their heads to extract all that hidden information. I then use it to build a document explaining to your non-technical audience how it works.  

While I will be familiar with the terminology, remember I am not an expert in your department. I learn on the job. 

I do supply effective written / verbal communication and collaboration, sympathy and encouragement to get things done. It isn’t as painful as people think.

I’m a third party

As an external consultant, I make decisions after a period of reflection on your situation and your expectations using MoSCoW. That stands for four different categories of initiatives: 

      • must-haves, 
      • should-haves, 
      • could-haves, and 
      • will not have. 

The “W”, should you prefer, can mean wishful thinking

Let me have it

When I join, please throw your documentation at me, everything, wherever it is and let me sift through it all. I have my own excel spreadsheets to track and control the documentation.

While I am at it, I suggest analysing SharePoint and/or Confluence and define exactly how your teams will manage the documents/content. 

The efficient management of both applications improves the flow of information available to your teams.

By now, I know where the knowledge gaps are, where I can improve the documents and start working with your SMEs. 

Project Management 

As mentioned above, I do possess the relevant skills within the context of a Technical Author. 

      • Design new template
      • Improve structure of existing documents
      • Process documentation across several categories,
      • Arrange meetings with SME’s,
      • I use tried and tested methods to plan, write, review, publish and maintain the content.
      • Write/update the documents.
      • Procedures and processes updates,

An aid to Content Development

With over 23 years of experience behind me, I already own an extensive library of generic documentation and various templates. If you have no documentation, we can tweak any document to meet the profile of your business. It saves not only time but also money. 

ITIL and ITSM

I have experience in producing the following document types: 

      • IT Service Management (ITSM) based on ITIL best practices. Level 1 to 4 BPMN VISIO Processes and Narratives.
      • Service Design, Service Transition, Service Operation and Continual Service Improvement,
      • Delivery and Service Support, 
      • Availability, 
      • Capacity, 
      • IT Service Continuity Management; 
      • Incident, 
      • Problem, 
      • Change, 
      • Release, 
      • Configuration Management and 
      • Service Desk.

Policy and Process

      • Delivering written Policy, Process & Standards
      • ISO27001/9001 compliance documentation to support a company’s GDPRPCI/DSSSecurity project
      • documentation to support a Disaster Recovery scenario

Infrastructure Documents

      • Operating Infrastructure documentation to support the functions of a large-scale Network
      • A suite of documentation to help IT teams manage the pre-migration and post-migration stages of a Cloud-based service program.

Editing Existing Content

Enhancements may include: 

      • adding VISIO drawings,
      • new screenshots,
      • reword policies and content per se,
      • additional narrative to Processes that are light on information,
      • new templates, and
      • Structure to existing Word documents and consistency. 

All information needs a peer review by people who should know the data best and provide feedback. I leave nothing to chance to get what you need in place. 

Tools

Apart from Spreadsheets, MS Word, PowerPoint, VISIO, my skills keep these projects on track. I will also suggest ways in which you can keep the documentation up to date and current. Information is an asset, and without it, you could place the business at a disadvantage.

SharePoint and Confluence

Suppose you have no official documentation strategy or a means of managing the documentation. If so, let me create a plan that will work for you. Documentation needs to be available to all staff and needs to be updated, rewritten and archived appropriately. Other aspects that need managing are ownership, version control and historical control.

If the business uses Confluence, my experience is an overload of outdated content no longer relevant to the company. I can analyse all spaces and check when the content was written and submitted. 

Expectations

Too many to mention, but the immediate impact will be on the following three points:

      • Reduced costs
      • more responsive Help desk/support 
      • better informed staff
      • Confidence performing procedures.

Technical Writing | Hiring a Technical Writer

Budgets for the job

When you start the process of Hiring a Technical Writer, my advice is thisdo not cut corners when sourcing a budget:

  • Check the daily rates/hourly rates. Do not expect an experienced technical writer if the daily rate is derisory.
  • If your rate is low, you will attract Technical Writers with less experience whereby the result could be a disjointed document with no formatting and poor English
  • A good TW who charges a higher rate may save you money by taking less time to do the job.

Your Technical Writer in the flesh

hiring a technical writer
Hiring a technical writer for your project

Many TWs will have worked in a variety of environments. In due course, we gain knowledge that could provide a solution to other long-running problems. Hence why managers should never underestimate TWs.

What will you need?

Before you actively engage the TW on your site, do you have all equipment ready:

  • One of the most common problems is no laptop on the day they start
  • That their profiles to log in to the network are set up
  • If they are reviewing existing documentation make sure it is available

When you start explaining the work to a TW in company-specific jargon, do not assume they understand you. There is a good chance that the TW during an interview may mention that what one company knows as “XYZ” may not be the same as yours.

What should you do?

  • Be certain the SMEs or others with whom the TW will engage are aware of the appointment and know the goals of the project
  • If you are the primary contact do not disappear without the TW knowing where you are or who is second in command
  • Do not assume the TW is less than proactive if you cannot see them writing down a list of questions and talking to the appropriate people. If they are reviewing existing documentation, they may need a few days to understand the content before they start acting pro-actively
Techwriting Hiring a Technical Writer
Hiring a Technical Writer

If after settling on a start date

If a problem arises let the TW know in advance because:

  • You may need to change the start date or find another job for the TW to assess.
  • Delays will only diminish your budget if the TW is on-site with nothing to do.
  • If the problems are likely to be ongoing be honest and let the TW know – do not consistently change the start dates because it is not very professional and TWs do talk to fellow TWs.
  • Be consistent with the project, its objectives, and deadlines
  • Do not change the parameters of the project by allowing project scope creep.
  • Communicate with the TW as S/he may not have the time to stay beyond the current time allotted for the project.
  • Make contingencies if you need to extend the contract

What will the Technical Writer do for you?

Supply a project plan. Do not expect one within a matter days. if they own a generic copy, they can adapt it for the project; else create one from scratch.

The project plan should include a documentation schedule, including milestones and how progress can be measured.

On longer projects, TWs will complete a weekly project management report, which will outline problems, issues, bottlenecks, etc.

If the contract states that travel abroad or within the UK is necessary, make sure they are available to go.

Foreign travel as part of the contract

Some companies expect contractors to pay their expenses up front on foreign trips.

Might I suggest that they:

  • Can afford to do so without getting into debt.
  • Know the procedure to claim their expenses
  • Be clear on when the payment will be paid
    • I once submitted expenses, which, due to a misunderstanding took three months to process.