There are many different ways in which quality can be approached, so one might wonder which is the best for technical documentation. Unfortunately, there is no simple answer because quality is relative. It depends not only on the subject matter, but also on perceptions of quality from different viewpoints.

A company's executive board might approach quality in terms of value for money. They want technical documentation that can be produced quickly and cheaply. An engineer's approach to quality might be one expressed in terms of technical accuracy and completeness.

The technical communicator might also be biased towards accuracy of information and comprehensiveness, while a user's perception of quality is a document that is simple and uncluttered. These views might be at odds, because a fully comprehensive document could be anything but simple and uncluttered.

But none of the aforementioned attitudes is wholly right or wrong. What is needed is a balanced approach that accommodates as many requirements as possible, while accepting that no solution will be a perfect fit for all. As a professional technical communicator, you need to determine what constitutes your quality system.

Where to Begin

All approaches to quality can be combined to create a quality system. From whichever angle you choose to implement a quality control system, you should start with the following plan:

• Have a clear definition of what is to be achieved and when (typically identified in the content of specifications and project plans).
• Be clear about the activities and functions that need to be performed (which can be documented as codes of practice).
• Implement a control system in which activities, functions and outcomes can be monitored and, if necessary, revised.

For the technical communicator inexperienced in issues of quality control, it can be a daunting prospect to choose a strategy that is right first time. After all, quality systems develop and change over time.

By way of a suggestion, begin by considering documentation quality in terms of 'fitness for a specific purpose or use'. On the whole, the purpose of technical documentation is to inform. Although some believe documentation serves an important role in adding value to a product, the professional technical communicator should be wary of becoming embroiled in discussions over the relative marketing merits of the existence of technical documentation, because marketing is not his or her area of responsibility. Instead, the technical communicator should focus on those aspects of quality associated with the communication of information that is needed.

When you start with the premise that the documentation is designed to serve a particular purpose, you can then consider the best way in which to achieve that goal. For example, rather than taking the approach 'I want the documentation to look fresh and modern', ask 'How can documentation be designed to best help the user?' Design should be driven by the need to communicate effectively; not simply by the need to look good. Indeed, this highlights one of the differences between the traditional concept of quality and quality by conformance. Documentation can be made to look good simply by spending more money. By contrast, other quality attributes might even be achievable through cost reduction.

Tackling the question of quality from a 'fitness for use' angle helps to identify the quality characteristics you need for your projects. These can be used as the basis for your documentation specifications and subsequently for testing and review. This approach also encourages the analysis of users; one of the fundamental activities that contributes to effective communication.

When you have a system working from this approach, you can consider how to widen the influence of your quality management system to encompass other areas of activity.

Focal Points for your Quality System

It is a common view that quality control for technical documentation is centred on the review process; checking for technical accuracy, spelling, grammar and conformance to standards. While it is true that reviews represent a significant focus for quality control, quality control can extend to all areas of the technical communicator's job. This article looks at just some of the many aspects that can become the focus of quality control and management for the professional technical communicator.

The Target 'Audience'

The quality of documentation can be influenced by the quality of information gathered about the audience-the readers and users.

The purpose of technical documentation is to inform. To do this effectively, it must provide the information wanted or needed by the reader or user and be suited to the mode of use. It follows that the technical communicator must have a good understanding of who the readers and users are, what information they need and the environment in which they use the documentation. A text can be easy to read, technically accurate, grammatically correct and beautifully presented, but if it does not fit the reader's purpose or cannot be used practically within their environment, these aspects of quality will be undermined.

Research is the key and the goal can be expressed simply as 'write for the reader'.

The research can be structured to answer the following questions:

• What is the purpose of the documentation?
• What kind of information is needed?
• Where will the documentation be used?
• What kind of readers will use the documentation?

A common mistake is for technical communicators to answer these questions based on their own assessment, without making any contact with the target audience. Although it is commendable for technical communicators to adopt a user-oriented approach to planning documentation projects, there is no substitute for actual research of the readership.

In essence, user analysis is about 'pleasing the customer' (in this case, the reader or user of the technical documentation). People have subjective opinions about what constitutes acceptable quality. Individuals from different backgrounds and experiences will have different tolerance levels and will perceive quality from different angles, so analysis of the users is required. To do this effectively, the technical communicator must be able to identify different user types.

Any analysis of user requirements must come from a range of contributors. Feedback from users must be sifted carefully. Like market research, the analysis is about studying people as users and consumers, recognizing their own views, needs, preferences and reactions to new ideas. Unlike market research, the emphasis is not so much on attitudes and opinions, but on behaviour.

What readers of technical documentation say they need might not be the best solution. For example, a reader might indicate they want a more comprehensive index and table of contents so they can gain access to the information they want more easily within a large set of manuals. However, a better solution might be to provide them with a concise guide that covers only those parts of the documentation they need, and which is inherently easier to navigate.

The Technical Communicators

The skills and experience of the technical writers, editors, publications managers and other documentation staff have a bearing on the quality of the technical documentation. In whatever capacity one is working within an organization, the job cannot be performed effectively and efficiently without the necessary skills and knowledge.

Qualified writers remain in the minority within the profession. That is, the number of practitioners with formal qualifications in technical communication is small compared to the number of technical writers who are qualified engineers, programmers and scientists. While subject knowledge is undoubtedly helpful, proper training in the art of communication can yield documentation of a higher quality than would otherwise be possible with technical qualifications alone.

Training does not have to be formal. There are ample resources available to learn about the skills of effective communication. Technical writers can improve their knowledge in this area without having to sit exams or gain a certificate from an educational establishment.

Some skills will be very important, such as the ability to write clearly and concisely, whereas proficiency in spelling and grammar may be less important provided a good editor is available to 'polish up' the text.

The technical communicator's experience plays a major part in documentation quality. The longer an individual has been employed in the job, the more likely they are to have acquired skills and knowledge that can lead to improved quality of output. This is not guaranteed however. An individual is also capable of repeating the same mistakes and remaining ignorant of their shortcomings in the absence of external input or advice.

The level of subject knowledge can be influential to quality, but this is not a primary consideration. Effective technical communicators are capable of interviewing and eliciting relevant information from those who do hold the knowledge (the subject matter experts or SMEs). To this extent, the technical communicator's own understanding of a subject does not need to be at expert level in order to produce high quality documentation.

The Documentation Manager

Good management skills will help get the best quality from the documentation team.

Those who manage the resources of a technical documentation department will have a significant role to play in the implementation of a quality control system and ensuring everyone's energies are directed towards high quality output. The publications or documentation manager will probably be involved in controlling various aspects of projects, such as planning, costing, estimating, scheduling, monitoring and evaluation. Sole technical communicators and freelance technical authors often have to adopt this management role in addition to their day-to-day responsibilities.

Quality should not be left to chance. It needs to be incorporated within all processes carried out within the project. For this to work, all those involved-authors, editors, designers, developers, reviewers, and so on-need to accept the concept of quality as a requirement and be willing to work towards its development and maintenance. The manager's job is to see that this is achieved.

Skills can be taught and knowledge acquired, but motivating individuals to produce quality work requires effective management skills within the organization. There are various management models and theories that expound the virtues of role integration, flexible work groups, delegation of responsibility and other incentives. These are all aimed at motivating individuals and gaining their commitment to achieving quality goals. In some cases, the effort of these individuals needs to be rewarded.

It is worth bearing in mind that even if documentation managers are successful at maximizing the performance of technical communication staff, they may have little or no control over the commitment of others involved in the documentation project, such as engineers, software developers and so on, and this can sometimes frustrate the progress towards quality improvement.

Writing Techniques

The quality of writing can influence the effectiveness and readability of technical documentation.

Despite the increased use of multimedia in the field of technical documentation, writing text remains the preoccupation for the majority of technical communicators. Various factors affect the quality of writing and skilled technical writers will know the importance of reader awareness, language, organization, layout, consistency, accuracy and so on.

Control over the quality of writing is usually implemented through standards and specifications. Some will be defined 'in house' (known as house styles), while others may be in the public domain and have general application to the advancement of quality writing. Obvious examples include dictionaries and glossaries, but there are also generic standards and guidelines available to help technical communicators adopt good practices in terms of writing accessible and socially acceptable text.

The quality of documentation can be improved by the use of well defined and widely acknowledged techniques but there is no particular set of rules or standards that are the best.

Design

Well designed technical documentation leads to more useable information and effective communication.

Even if documentation is well written, the design, presentation and delivery of technical information is inextricably linked to quality. In a world increasingly driven by the advancement of information technology and global communication, technical documentation can be delivered through a dazzling variety of media. Although the traditional skills of typography and design remain valid-especially for printed documentation-the ability to deliver technical information through other online and offline media has introduced many other facets to the quality control process.

Documentation design may now involve elements of sound and vision, while the whole process of testing and evaluation can extend to electronic means of navigation, interface usability and product-document integration. All emerging technologies allied to technical communication fall within the scope of quality control.

The Right Tools For The Job

The saying goes that a poor workman blames his tools, but in the field of technical communication, it is fair to say that the tools available to do the job can influence the quality of the documentation produced.

Although many of the facilities provided by word processing, desktop publishing or web design applications offer improved productivity, they can also, if used properly, enhance the quality of the output. Tools for grammar and spell checking can catch some errors that might otherwise go unnoticed, but even better grammar does not necessarily go towards achieving quality targets for readability or usability.

In the absence of design skills, some facilities, such as predefined templates and style sheets, will help a technical communicator produce documentation that would otherwise be difficult to assimilate. Sophisticated document management tools help authors organize their work effectively, which can improve their efficiency. The less time an author needs to spend on administrative activities, the more time is available to concentrate on delivering quality documentation.

Learning to use tools can also help teach technical communicators the basics of information design and preparation; knowledge that might otherwise be absent from their background training.

Sources Of Information

Some technical documentation relies heavily on other sources of information, such as development plans or blueprints, engineering specifications or drawings, and so on. The quality of this source of information can dramatically affect the quality of the documentation on which it relies. If technical product specifications are inadequate (or even nonexistent), then the technical writer may be unable to provide accurate documentation.

For software technical authors, obtaining detailed information about software products can be difficult, especially where rapid application development and iterative development techniques are employed. In these circumstances, software is often developed 'on the fly' and specifications, if produced at all, might not be updated in tandem with program changes.

A system for monitoring and reporting changes is important. This need not be complex-even an informal system is better than none at all. Quality procedures can be put in place to encourage the creation and maintenance of source specifications and plans. Changes from specification not only require documenting, but also distributing to those who need to know. Technical communicators should ensure they are in the 'information loop' when source information is amended or augmented.

Review Processes

High quality documentation depends on the implementation of effective review processes, which in turn depend on the quality of the plans and resources used for the purpose of evaluation.

In the manufacturing industry, products can be tested for reliability and failure within well defined parameters and in controlled circumstances. However, for technical documentation, the process of testing and review is likely to involve many more variables, and, because of the significant human involvement, analysis, evaluation and feedback is liable to be subjective.

As a focal point for quality, the review process is one that needs structure and direction. For example, reviewers need clear terms of reference if they are to carry out their responsibilities in an efficient manner.

Of course, not everyone is going to agree on the most appropriate design, the correct order of presentation or best way of expressing a particular sentence, but some standard needs to be agreed, otherwise nothing will get approval. Arriving at a consensus before the writing begins is the key to success.

In too many cases, the evaluation of technical documentation ends once the document is published. A continual strategy of quality improvement requires the review process to extend beyond the point of publication. Activities such as usability testing, the analysis of feedback, measuring levels of complaints and support queries, can all continue after the documentation has been delivered. Indeed, ongoing quality control is vital where technical documentation is provided through a flexible and fluid medium, such as the World Wide Web.

External Factors

The focus of quality should not be exclusively internal. Awareness of external influences on actual and perceived quality is also important.

Some technical documentation must meet legislative or industry standards, specifications and guidelines. Examples include documentation for Government departments, such as the Ministry of Defence, public utilities, civil aviation authorities and so on. This means that some aspects of quality will be predetermined outside the organization. There may even be a requirement for external examination of technical documentation to ensure conformity. In all such cases, there is an onus on the technical communicator to be aware not only of existing requirements, but also trends and future developments that may have an impact on the documentation they produce.

External factors can also alter the user's perception of quality. In the commercial environment, competitive organizations push the boundaries of technology and product development. This can apply to technical documentation too. When influential organizations such as Microsoft(r) devise new methods of presenting technical documentation, other organizations are usually quick to follow. This is because users have an expectation about how documentation should be provided, based on the actions of market leaders.

Quality Constraints

As with any activity within commercial organizations, there will be constraints on what can be achieved in terms of quality. Even a manager who says 'I want the best documentation money can buy' cannot hope to achieve total conformance to all quality objectives. There will be various factors that limit the actual quality targets that can be achieved. These are known as the quality constraints and they can be internal or external in nature.

Internal constraints range from straightforward time and cost controls, to the limitations of capability within the organization to achieve its goals. Not every organization can have the best technical communicators, the best editors and the best subject matter experts. There are always limits on resources.

External constraints range from those that influence projects through market forces, legislation, cultural and social norms and the like, to those associated with the limitations on consumers as individuals, such as their prerequisite knowledge, expectations and experiences.

When defining your own quality control system, you will need to accommodate these constraints.

Priorities

Wherever there are quality constraints, priority has to be given to certain quality characteristics. Sometimes there is little room for compromise, such as with safety-critical documentation, but there are countless examples of very good, but not perfect, documentation. Care should be taken to avoid excessive attention to detail that does little to improve the effectiveness of the documentation.

Sometimes, too much time is spent trying to ensure absolute perfection, dotting every 'i' and crossing every 't'. At some point, there needs to be a consensus about the general purpose of the documentation. The quality of the message being conveyed to the reader should take precedence over the choice of font, for example.

As the saying goes, 'the best is the enemy of the good' and those technical communicators who seek to satisfy themselves that they have eliminated every error and covered every possibility will usually fail to deliver the documentation on time. This does not mean one should be content to settle for second best; simply to recognize that good technical documentation can often be good enough and that perfect documentation is actually an unrealistic goal. Compromise is therefore an inherent part of any quality management system and will certainly feature in yours.

Adapting to Change

The useful life of a technical document is usually quite short. The requirements, the subject matter, and sometimes the technology by which it is delivered, may be constantly changing. It is therefore important to recognize that any quality management system you choose to adopt must be adaptable. It is not only the documentation that needs re-evaluation, but also the methods and approaches you use to control quality.

Article based on content of the book Quality Control for Technical Documentation, 2005 (ISBN 1-873407-09-2).

Copyright (c) 2005 Andrew J Marlow. All Rights Reserved. Reproduced for STC UK Newsletter by permission of the publisher.