Tech writers will branch out into related organizational and technological functions, according to the transcontinental webinar on “Technical Commmunication Trends for 2010 and Beyond“.
I’ll summarize and comment on two of the trends that have resonated with me. The recording and slides are available on the web, so be sure to check out all six trends…
Shape an emotional user experience
Ellis sees that documentation will leave its detached attitude behind: Instead, it will be part of a more personable, emotional user experience that’s driven by mutual trust, community participation and brand loyalty. So documentation should be planned as part of a more holistic user experience. Look for docs going touchy-feely is what I was hearing.
I find that very fascinating and engaging – I’m just not sure I really see it. I’m all for making documentation trustworthy and engaging, to empower users and solicit their feedback. But unless you have somewhat homogenous user groups and know them very well, you might rub some of them the wrong way: What’s amiable to some is inappropriate to others.
Much also depends on context: If your product is hip, chime in with hip documentation, why not. But for many professional products, especially in regulated environments such as medicine or pharmacy, I’d rather play it straight to be taken seriously.
Include content curation
Sarah argues that documentation will include content curation, that is the evaluation, editing and incorporation of other people’s contents. As part of larger content strategy, tech writers get to deal with user-generated content and information by colleagues in a company where “everyone can write“. So in addition to producing content, tech writers also become gate-keepers, similar to a newspaper editor or a librarian.
Sarah added that you’ll still have to draw the line due to technology and regulations: You obviously can’t curate sources that are beyond your control (such as third-party blogs), and regulated industries may require you to keep official documentation and user contributions strictly separate.
I think Sarah’s hit on a good compromise between inviting community participation on the one hand, but retaining some (quality) control over the contents on the other hand. I believe such a curating role would make the available content more valuable by presenting it in context and by directing user attention – not unlike a museum curator does!
In fact, content curation is a good description for what I find myself doing frequently: Rather than creating contents from scratch, I collect and aggregate it, write up a nice label (like a wall text, so people know what they’re looking at) and in general make it presentable.
What do you think? How do you see our role in the changing tech comm landscape? What does your crystal ball show? Please leave a comment.