A mission statement for technical communication can help everyone in your company (or you and your customers) to stay on track in pursuit of a common goal of what your documentation can and should achieve.
Just like a corporate mission statement, a tech comm mission gives all parties who are involved with documentation direction and a common goal. It describes the purpose and benefit of the documentation and how it is achieved. It helps to define processes for creating the documentation as well as metrics whether the documentation is successful. If the mission is well-conceived, it guides documentation strategy without prescribing it.
For example, if you want to focus on usability and speed, a mission for your documentation could be: “Our product help answers any user question about product use in no more than three mouse-clicks.” Your strategy would then aim for a well-structured, easily navigable context-sensitive online help – with printed user manuals and closely tied in training materials taking a backseat.
A more comprehensive mission could be: “Our product help provides users with relevant product information at the right time in the right format.” This would set you on a quest to find out who your user types are, which product information is relevant for them and which formats it can be provided efficiently.
A mission statement in itself cannot be right or wrong. But it must be useful in several respects. Specifically, it must help:
- Your customers and users by guiding you to provide useful documentation.
- Your company externally to provide documentation which improves the perceived product quality.
- Your company internally to anchor the importance and function of documentation.
- You as technical communicators to make appropriate strategic decisions about documentation, for example, which users to address, which deliverables and processes to define, which methods and tools to apply.
What do you think? Is a mission statement for tech comm necessary? Or merely helpful? Or a vain attempt at putting on corporate airs when the writers should just buckle down and get the job done?
(Edit: The discussion continues in “Getting mileage from a tech comm mission statement“…)