Timeless TechComm Tips - STC New England Interchange Keynote 2020
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Ed Marsh, a seasoned technical writer and content strategist, emphasizes the evolving role of technical communicators in customer service, focusing on user engagement and content relevance. He advocates breaking down communication silos and understanding user language to enhance technical support and address recurring topics. The document also highlights the importance of adapting to modern tools and methodologies, like 'docs as code' and analytics, to improve delivery and engagement in technical communication.
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Biography and career history of Dr. Gabriel CarabelloDr. Gabriel Carabello
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Dr. Gabriel Carabello is a board-certified vascular surgeon with over three decades of experience treating patients with complex vascular conditions. A native of Los Angeles, California, he has spent much of his career serving patients in both his hometown and other areas in need, including communities in Arizona and Florida. His work centers on the diagnosis and treatment of conditions such as carotid artery disease, abdominal aortic aneurysms, and peripheral vascular disease.Behavioral Skills / Employability Skills
Behavioral Skills / Employability Skillsbonophool banerjee
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This is the Unit 1 of Employability skills under New Syllabus of NCHMCT AND JNU, Semester 1S Pomeroy - Resume - Financial Leadership Role ATSV2 (06 13 25).pdf
S Pomeroy - Resume - Financial Leadership Role ATSV2 (06 13 25).pdfndhsshare1
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Seth Pomeroy, CPA, MIS
CFO | Controller | Financial Leadership | Financial Reporting | ERP Implementation | FP&A | Technical Accounting | MD&A | BI Dashboards | SaaS | Financial Services | Distribution | E-CommerceAd
Timeless TechComm Tips - STC New England Interchange Keynote 2020
- 1. ed marsh stc interchange april 24, 2020
- 2. ? 26-year technical writer ? content strategist @ major financial firm ? stc associate fellow 2020(!) ? content content podcast – edmarsh.com/podcast ? lavacon podcast - lavacon.org ? stc “speaking of techcomm” podcast co-host ? contentcontent.info ? @edmarsh
- 3. This is the moment we’ve been waiting for!
- 4. you are more than “just a writer” Technical communicator Librarian Translator Detective
- 5. technical communication is a customer service role ? helping people do their job ? accommodating new and existing content ? quickly responding to user requests and updates
- 6. help your technical support teams ? are there recurring topics that can be addressed? ? share best practices/war stories ? create connections ? break down silos!
- 7. what’s in it for me
- 8. why does it matter? how does it help me? how much of my (physical and mental) bandwidth does this take? what are the benefits to my team/company/? what are the costs/risks? how many resources does this require? how many resources does this alleviate?
- 9. governance is not a dirty word retain knowledge
- 11. ? find out how your users write and think ? are you speaking the same language as your users? ? are you considering misspellings/typos? ? are there additional keywords you can add? ? generate new topics
- 12. robohelp and madcap both have analytics products
- 14. git (version control) doesn't work well with pdfs pdfs are evil on mobile just because a spec requires pdf, it doesn’t mean that your users want it
- 15. let go of the words (sorry, ginny redish)
- 16. the number of words you write is not a measure of success (MoS) or Objectives and Key Results (OKRs) ?delivery and engagement are management (and the bottom line) doesn’t care if you use two spaces after a period, or if you use ‘displays’ or ‘appears’
- 20. “chunks, not blobs” -karen mcgrane
- 22. flare/framemaker/robohelp/webhelp outputs are all: ? html ? css ? javascript
- 23. docs as code use the same tools your developers do ? text editors (ms vs code, notepad++) ? unstructured languages ? markdown/asciidoc/restructuredtext ? oXygen xml editor has built-in md conversion ? github/gitlab/microsoft azure ? slack/ms teams ? there are stc-related slacks if you want to get your feet wet
- 26. ? news ? breaking ? industry ? conference coverage ? research ? what are your customers doing/thinking? ? what are their pain points? ? what are your competitors doing? ? crowdsourcing ? anyone know why x is crashing when y? ? what’s best practice for x? ? you can answer questions, too!
- 28. ? edmarsh.com ? @edmarsh ? edmarsh.com/podcast ? contentcontent.info ? http://www.linkedin.com/in/edmarsh/ ? http://www.slideshare.net/theedmarsh/
- 29. yes, please.