Expertise
Technical Communications
From project initiation to implementation to publication, technical documents are “living” documents as they remain in-sync with the subject matter’s release cycle and, ultimately, its life cycle. Content accuracy is another component to always consider; no matter how well written a document or instruction is, it’s only as good as the accuracy of the specifications or the steps involved.
In my career, I've authored user manuals, quick reference or quick start guides, FAQs, knowledge base articles, data sheets, technical bulletins and training material, just to name a few. I have experience using MadCap Flare and Adobe Framemaker for structured content and publishing to multiple channels.
Content Strategy
When looking at content strategy always think five moves ahead with the goal of future-proofing technical content. Plan for tomorrow, next month and next year. Realistically, accomplishing this task is a challenge, but it is always the goal to aim toward.
Content structure, workflow, standardization of style, imagery and vernacular, are some of the strategic components that I analyze, define or designate as I move through the content creation process. Regular audits regarding content substance is critical. Is the content useful? Is it assessable? Relevant? Desirable? Accurate? Usable? Searchable? Answers to these questions directly correlate to the value of the content.
Content strategy should be present from the beginning when creating any app, article or guide. A content strategist is responsible for working with user research to develop the information hierarchy, and a mix of user research, product, and interaction design to determine the use cases that represent common user flows within context. With a content strategist giving input from the beginning, you can be sure that each step of an end user's journey will present the most accurate and consistent content.
UX Strategy
Understanding the user experience is vital when creating compelling, yet informative, content that will grab hold of the user’s attention. Technical content is the proactive way to provide help to users on just about anything, from software of any kind to fuel control systems for fleets and commercial building automation solutions.
Unless your content is straight to the point, yet resonates with your audience with authority and credibility, then the user won’t engage. This is where I come in. The goal doesn’t end with user engagement though, it begins with it. The goal is to achieve full user immersion and successful communication between the end user and the system, content or software.
For a truly outstanding user experience, content strategy must also be present throughout the development process. Collaboration between a content strategist or UX writer, and visual designer, can lead to an experience that helps your users achieve UI nirvana. Place yourself in the user’s shoes. What are they thinking as they click on UI element? How do they feel about it? Is this a positive experience? Is this a helpful experience?
Oh, and the occasional “Easter egg” is always appreciated.
Knowledge Base Articles
A place to access all reference material in a user-friendly way is paramount to success if you're offering SaaS (software as a service), but can also be used as a repository of help desk information for internal team utilization and training. An XML-based structured content system (in this case, MadCap Flare as both an authoring and publishing tool) to ensure validity, authority, and user access to content.
I used my own coding skills to modify a generic template and generate the HTML5 output. The content can also be automatically published to PDF or Microsoft Word format (along with many others, according to how it is tagged) for user guides, FAQ documents, knowledge articles, and training modules, if needed. Creating a knowledge base allows for content fluidity by tagging snippets of content for different publication channels or end users, while maintaining a centralized repository of structured content that can be created once and published everywhere at any scale.
Visual Aids
From 2D schematics to 3D interactive renderings, each image is worth its weight in page count. When working side-by-side with a visual designer, or creating the visual aids myself, such as 2D electrical wiring schematics or 3D renderings, used in technical documentation must be clear, concise and unambiguous as they guide the user toward a better understanding of the product or system.
However, equally as important, is the strict adherence to marketing’s brand standards for documentation as this will enhance/clarify document and the organization’s objectives. Images are just as critical to the effectiveness of the manual as the copy: one supports the other. Technical content is an integral part of any organization’s brand awareness, and should always look and feel as important as any other digital asset created. Visual content consistency lends to brand recognition, as well as instills a sense of confidence in the brand’s quality.
In summary, it’s not just another pretty picture.
Multi-Language Support
Maintaining one language in one evolving document is difficult enough. Add in a second language or even a dozen, and this process quickly becomes overwhelming and impossible to maintain and update in the future. Therefore, this is where content strategy come in play. Standardizing the content must first be established in the source documents native language. The number of translated terms is vastly minimized by maintaining strict adherence to the organization’s style guide the number and reusing standardized content (i.e., illustrations, diagrams, renderings with text). In turn, I was able to greatly reduced the cost of translation whether it needed to be in two languages or a dozen. As more translations are completed and revisions are finalized, the translation database will grow, effectively reducing the cost of translation with each revision.
A key idea that most forget is that when managing global customers, the translated document to them is as important as the source language for you. And it is critical that they always be in-sync.
Product Configurator Logic
Working alongside back-end developers, front-end GUI designers, and product subject matter experts, I created the Boolean logic-based rules to create a proposal generator for complex controllers and systems with a wide-range of available features, hardware and software options, and tiered pricing structures. Each system can have attributes, which can be validated against the site survey responses. Assembly rules can be written using these attributes to validate the site survey responses against the system and components the customer selects.
The proposal generator supports sales and distribution channels by reducing quotation time and increase order entry speed, and it empowers both experienced and novice system users in a friendly guided sales environment.
Compliance Documentation
Creating documentation in compliance with ANSI/ISO standards, as well as product UL and CE ratings, is a necessary task for any product created.
Safety protocols for hazardous work environments, in FDA/biochemical/hygienic applications, chemical compatibility of plastics and metals in contact with various solutions and materials, SEMI-certification for semiconductor machines and tools, and for the replacement of components in contact with hazardous waste are not to be taken lightly.
As a technical writer in the world of manufacturing, I have seen first-hand the importance of the content and warnings that I write, and it must be done with extreme care and detail, especially when the end user’s health and safety are potentially at risk.
Website Design, Creation & More…
Website design and creation begins with visual mapping. How to get from point A to B to C with ease-of-navigation and compelling content. Content strategy, user experience, messaging, branding, information flow, and visual effects are all major components to an effective website. And by effective, it exceeds the targeted audience expectations.
One of my personal goals is to give back to my community using the tools and skills that I have fostered in my professional. The example website displayed is for Kiwanis, a non-profit organization dedicated to serving the children of the world. I created a very user-friendly website for community and member use. Including the backend setup for the membership portal allowing for batch invoicing, yearly dues payment, committee organization, event planning and officer role assignments.
The essence of technical writing is to make the complicated uncomplicated.