stc india 2016 technical delivery - deluca

Technical DeliveryAn Expanded Role for

Technical Communicators

@stc_org

@stcindia

@techcommtodd #techcomm

#techdelivery

Why Are We Here?• Where can we expand our reach?– Further in the company– Closer to customers

• How do we increase influence?– Provide more service– Help others (make it easier for them)

Who Am I?• Todd DeLuca (Tech Comm Todd)• Manage team of technical writers

(software documentation)• Live in Philadelphia, Pennsylvania

(US)• Active STC Volunteer, Leader, and

Past Chapter President• Chair, 2016 STC Summit• Candidate, 2016 STC Director• STC Conference Speaker

@techcommtodd

We Had a Problem• People did not know when

documentation was updated or created.

• Technical writers were not responsible for sharing or providing content to customers.

• Tech Comm team was dependent on others to notify people and share links.

#techcomm#techdelivery

@techcommtodd @stcindia

Does this Sound Familiar?

What We Did• Decided to research the problem.• Talked to stakeholders.• Checked content locations to make

sure content was accessible and could be copied or downloaded.

• Made sure content links weren't 'broken'

What We Learned• Writers produce good, timely

content.• People were not looking for updates

themselves and did not know where content was posted.

• People were not alerted regularly.• There was a communication gap.

#techcomm#techdelivery

@techcommtodd @stcindia

#techcomm#techdelivery

@techcommtodd @stcindia

Have You Had Similar Problems?

How to Fix It• Alert others to documentation

changes.• Keep audience informed and up to

date.• Do not leave responsibility with

others.• Technical communication team takes

content closer to users and customers.

Product Delivery Report

• New Tech Comm team deliverable.• Produced and published every week.• Sent direct via email to staff

(internal). • Broad distribution (everyone gets a

copy).

@techcommtodd @stcindia

#techcomm#techdelivery

#techcomm#techdelivery

@techcommtodd @stcindia

Do You Do Something Like

This?

What's In It?• List of recent documentation

changes• Includes new and updated content• Document post date and description• Links to documents in file repository

(to retrieve or copy)

Sample – Product Delivery Report

Click Image to download sample file

Sample – Client Partner Report

Click Image to download sample file

What's the Result?• People like it! Makes their job easier.• Everyone is informed and current.• Fewer questions about status or

location of documentation (less support).

• Regular and reliable updates (predictable).

• Increases visibility of content.

#techcomm#techdelivery

@techcommtodd @stcindia

What Benefits Do You See?

Other Benefits?• Added value and service from the Technical

Communication team.• Doesn't take much extra time or work.• Boosts profile of technical writers.• Expansion into other areas and reports.• Connections with other teams and clients.

#techcomm#techdelivery

@stcindia@techcommtodd

What Do You Think?• Do you get similar questions or

requests for updates about your content?

• Can you see your team producing a similar report?

• How might this benefit your group?

Questions?

More Information• Content based on

Intercom article, published October 2015

• intercom.stc.org

Thank You!• Happy Republic Day!• Contact me:– techcommtodd@gmail.com– LinkedIn/techcommtodd