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


Ideal Roles

UserUser


WriterWriter

ManagerManager

1. Research Application

2. Understand requirements and plan project

3. Develop documentation

4. Review documentation

5. Deliver


Ideal Roles

UserUser


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


Ideal Roles

UserUser


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


Ideal Roles

UserUser


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


Ideal Roles

UserUser


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 …………


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?


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


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


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--

-

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

Flipping Hats Quickly Managing Multiple Roles as Writers -- P.V. Sairaj, Cognizant.

Documents

Transcript of Flipping Hats Quickly Managing Multiple Roles as Writers -- P.V. Sairaj, Cognizant.