September 2006 Newsletter Good Practice
Top 10 Lessons I Learned as a Technical Communicator
by Rahul Prabhakar
When you are employed as a technical communicator, one of the strongest tools in your arsenal is words. Most writers today try to emphasize the right words to suit their audience type. However, how do you know with surety which words are 'right'?

Lesson 1: Choose the Right Words

To a large extent, the words you choose to communicate determine the type of reaction from your audience. And this does not apply to articles alone, but other forms of communication as well - both written and oral, such as emails, end user documentation, and so on. Have you ever noticed how some of your mails receive an instant response, while others get dumped and probably, never looked at? Did you ever reason why this happens?

Readers today are smart. If you press them the wrong way, they will write you off before you know it. Therefore, remember the first lesson I learned as a technical communicator: choose the right words. If you are unable to capture the attention of your intended audience, nothing you write or say can bring them back.

Lesson 2: Strike a Rapport with Your Audience

Well, this reminds me; the moment you are able to break through the word barrier, you have succeeded in striking a rapport with your audience. Your writing would seem more believable to them. Knowingly or otherwise, you have increased the universal appeal of your document.

Lesson 3: Pay Attention to Detail

These days, technical communicators may concentrate more on the two Ds: Deadlines and Deliverables. Their primary focus is to get the job out of sight as soon as possible. In the ordeal, they may not completely understand the domain or the technology or the product suite. When dealing with complex products, this may not be the best approach. Paying attention to detail is an essential trait required in our profession. By hurrying through the product, you are depriving the end user of important information. My advice is: buy some time from the stakeholders. They will, under most circumstances, be willing to grant you those extra hours!

Lesson 4: Meet the Expectations

In a professional setting, you have to match the job expectations laid down by the people you work with or generally report to. Don't let these expectations take a toll on you. If you are someone who has not studied to become a technical communicator, you must take extra initiatives to learn the ropes. Don't be overwhelmed by the enormity of the task - contact a local technical writing service provider (TWSP) in your region and join a technical writing course, or subscribe to mailing lists like TWI (http://groups.yahoo.com/group/technical_writers_india) and start networking. You will be amazed how much the world has to offer. So, the learning from the fourth lesson is: come prepared to handle the job expectations. Market yourself as a total package.

Lesson 5: Break the Mediocrity

Just look around. The world around you has changed so much. Most technical communicators today are moving up the value chain and taking greater roles and responsibilities. You too can taste success early in your career. All you need to do is: break the mediocrity. Go and explore the myriad options available on the Internet; learn everything it takes to accomplish the task - be it knowledge about open source tools, content management systems, XML, wikis, blogs, and so on. In other words, learn how to communicate and collaborate effectively. Move ahead of your times, and think laterally.

Lesson 6: Know Your Role Well

When I took to writing as a career, no one was willing to train me on how to write. With absolutely no godfathers in the industry, I was left to the dogs. Many organizations today have a tendency to do that. They expect you to know your role well, even if you are a fresher. That is not to say that you cannot pick the ropes on the job; you just need to show them what you are truly capable of. Demonstrate the values you carry each day at work, and make them realize that your services are indispensable. All this will require you to stretch your limits.

Rome was not built in a day, so accept rejections that might come in your way. Those are just normal, not deterrents. Exuberate a winning attitude at work…all the time!

Lesson 7: Steer Away from the Usual Rut

When you have some time to spare, there are many things that you can choose to do, such as:

Getting noticed is a matter of choice and individual capability. Luck has little or nothing to do with it. In short, try to break away from the monotony of a regular 9 to 5 job.

Lesson 8: Don't Network for the Heck of It

If your job involves networking with various people such as Subject Matter Experts, Product/ Project Managers, Developers, or Quality Assurance Professionals, you need to respect their time (as much as you'd want them to respect yours.) Don't be all over the place with your doubts and/ or questions. It will only do you more harm than good. Check your facts beforehand. Do you really need their inputs? If you are in dire straits, do not hesitate to ask, even when you do not understand anything. Have a set of ready-reckoners and checklists for reference, such as editorial guidelines, style guides, and so on.

Lesson 9: Education is only a Catalyst

Technical writing is all about how you can understand and decipher technology for your end user. No education or personal coaching can teach you that. Education is only a catalyst; it is only meant to guide. I have seen quite a few people in this trade, who have absolutely no degrees to boast of, but can write exceptionally well. Try to learn from such people, they have been there, done that. Follow your heart and enjoy the continuous learning.

Lesson 10: Don't Suppress the Writer in You

I can assure you of one thing: In our profession, you cannot possibly convince all, so don't even try. Some people will always find means and ways to put you down; it's the way this world functions these days. I have noticed on a few mailing lists that some people can be unduly abrasive, undiplomatic, or demanding. Some emails that I've come across in recent times are heavily laced with sarcasm, which I found extremely unpalatable.

A strong technical writer who has the ability to convey information in a non-demanding and non-confrontational manner is imperative to the success of any technical publishing department. Is it time we start spending some time on how to carry ourselves publicly?

As Judith Herr* says, "Exceptional writers - whether technical or creative - are those who grew up reading voraciously - all kinds of fiction and non-fiction by authors from around the world. And then, many of them travelled or lived away from their own homes for awhile. I recommend it to young people getting started - and, older folks like me too. We can learn the rules and do a good job - or we can be exceptional."

On the question of why I choose to be a writer, well, all I can say is because I was destined to be one. And you can't change your destiny, like you can't fake life or death.

* Judith Herr is an STC Associate Fellow and an active member of the Technical Writers India mailing list on Yahoo Group. Judith's website is http://home.comcast.net/~m.herr/

Rahul Prabhakar is a technical writer with Samsung Electronics Company Limited in South Korea. He is a leading member of the technical writing community in India and has spearheaded many initiatives to elevate the profession in the Indian subcontinent. Rahul holds a B. Tech. in electrical engineering and has worked as a technical writer for some of the world's leading technology industry companies, such as Oracle India Pvt. Ltd. He is the owner/ moderator of a technical writing discussion group called Technical Writers India (http://groups.yahoo.com/group/technical_writers_india). This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 2.0 License. Any comments, feedback, or suggestions for this article must be send to Rahul Prabhakar/em>

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