Flipping Hats Quickly Managing Multiple Roles as Writers -- P.V. Sairaj, Cognizant.
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Transcript of Flipping Hats Quickly Managing Multiple Roles as Writers -- P.V. Sairaj, Cognizant.
Flipping Hats QuicklyManaging Multiple Roles as Writers
-- P.V. Sairaj, Cognizant
In this Presentation
Explore our current roles as Technical Writers
What can we change for the better Explore our current compulsions to play
multiple roles Provide tips for beginners to handle
expectations Provide tips to experts
In this Presentation
Wearing different hats as
Technical WriterWearing different hats as
Communicator
As Technical Writer – The Hats
Traditional Roles
WriterWriter
Reviewer/EditorReviewer/Editor
1. Understand requirements and plan project
2. Develop documentation
3. Review documentation
4. Deliver
Traditional Role
Activities Thought Pattern
Project Start I’ve got another User Manual to write.
Requirements Gathering
Content Structure Elements Content coverage Time
Development Write, write, write Information gaps Time shortage Writer’s block
Review/Edit Does my writing make sense? Have I covered all content?
Deliver Phew! Let’s hope the client/manager likes it. Let’s hope they do not discover these issues
Traditional Role - Pitfalls
Dominated by the writer in you Poor or incomplete content Less effectiveness Less quality
Extensive application content; Limited business content
As Technical Writer – The Hats
Ideal Roles
UserUser
Reviewer/EditorReviewer/Editor
WriterWriter
ManagerManager
1. Research Application
2. Understand requirements and plan project
3. Develop documentation
4. Review documentation
5. Deliver
As Technical Writer – The Hats
Ideal Roles
UserUser
Reviewer/EditorReviewer/Editor
WriterWriter
ManagerManager
Hat: I am a user. How do I use this system? (Explore Mode)
1. Become a user2. Identify a persona to emulate3. Identify responsibilities4. Play with application5. Make notes as required
Tips Try every screen and field Consciously keep the writer in you away
As Technical Writer – The Hats
Ideal Roles
UserUser
Reviewer/EditorReviewer/Editor
WriterWriter
ManagerManager
Hat: I am a writer. How do I explain to users how to use this system? (Teaching Mode)
Adopt a four-step approach to document development
– Get inputs– Develop content– Clarify information gaps– Complete documentation
Tips Write for the persona you created
As Technical Writer – The Hats
Ideal Roles
UserUser
Reviewer/EditorReviewer/Editor
WriterWriter
ManagerManager
Hat: Let me tear this document apart in terms of content, language, functionality (Critical Mode)
1. Perform thorough review of content2. Conduct usability testing
Tips Be open to find as many errors as possible Go by intuition. If you sense something wrong,
stop and relook Do not ignore or bypass issues
As Technical Writer – The Hats
Ideal Roles
UserUser
Reviewer/EditorReviewer/Editor
WriterWriter
ManagerManager
Hat: I have to meet expectations and deliver quality (Control Mode)
1. Define scope, schedule2. Manage expectations3. Establish communication4. Monitor Project
Green, Yellow, Red signals
Tips Work expands to fit the time you set Proper planning is 1/3 the work done
Value Proposition
Experience the user’s role before documentation development– Better understanding of application and business purpose
– More effective documentation
– More useful for end-users
– More value to customers
Higher quality output– More effective review and management
– Better material
Focused approach to audience analysis, development, and review
Professional approach to project management
General Communication
Wearing different hats as
Communicator
Technical Writer Web Master Content Architect Instructional Designer Proposal Reviewer Media Relations Manager Copy Writer Marketing Communications
writer Newsletter Publisher E-mail writer Internal Documents Reviewer Company Editor …………
General Communication
Not our responsibility Lost focus Not core competence Jack of all trades
Should we do this?Should we do this? Who else can? Why not in allied areas:
e-Learning, web development, content management
Provides breadth of experience
Why shouldn’t we?Why shouldn’t we?
General Communication
Do ItDo It
Three step approach to success (a beginner’s guide)
Research and LearnResearch and Learn DeliverDeliver
A one-step approach (an Expert’s Guide)
Just flip your thinking hat quickly and get going…
A Beginner’s GuideDo ItDo It Research and LearnResearch and Learn DeliverDeliver
The Showstoppers Fear – Can I do it? Low confidence Attitude Uncertainty
The Winners Just do it Risk-taking, bold Strong self-
confidence Quick learners
A Beginner’s GuideDo ItDo It Research and LearnResearch and Learn DeliverDeliver
The “EASE” theory for successful writing Explore requirements
– What is expected?– Who are the audience?– What does the audience expect
Analyze concepts– What are the concepts behind this style of writing?– What are the common guidelines– What has been the trend?
Study samples– Are there samples I can see?– What are the common characteristics?– How do they map to the concepts?
Emulate– Pattern your work on a good sample
A Beginner’s GuideDo ItDo It Research and LearnResearch and Learn DeliverDeliver
The important principle of “selling” Write a positive and confident message with
your delivery Explain why you did things a particular way Make a strong selling statement Particularly important for an unknown
recipient
An Expert’s Guide
User Documentation
BrochureNewsletter
Technical Writer
MarketingPerson Employee
An Expert’s Guide – The Mindshift
Why consciously mindshift?– Retain mood, tone, audience profile of one requirement
– Need to erase that picture and create a new frame for the new requirement
– Create the required environment in our mind
– Limited time for natural mind change
Mindshift approach– What is the purpose and goal?
– What mood should I be in?
– What is the user requirement and expectation?
– How should I communicate – tone, language?
Beginner – Expert Transition
---------Beginner/Expertise ------
--
Em
ula
tio n
/In
nov
atio
n--
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Summary
As Technical Writer– Do not be influenced by the writer’s role alone– Wear different hats: User, Writer, Reviewer, Manager– The user role will give a good perspective of application usage– The managers role will help control and monitor project better
In General Communication– Beginners
• Break the fear barrier. Grow the “Can do” attitude• Prepare yourself well when exploring unknown areas• Set right expectations• Sell your output
– Experts• Consciously adopt “switch hat” method• Move ahead from creation to innovation
Thank You