Defining Technical Communication Strategy

Wasique RobbaniSTC India Annual Conference, 2015Pune

AgendaCase Study: Sindarin, Inc.Analyze -Know the business goals -Know your users -Know the current situationPlan - Determine the content creation strategy - Determine the delivery strategyDesign - Ensure consistency - Ensure quality - Ensure user satisfactionCase Study: Arda WorldQ&A

Sindarin Inc.Sindarin provides multimedia software that can be used to create movies and animations. Legolas their leading product suite is used by large media studios and movie makers. They also have a stripped down version called Tauriel that is used by smaller animation firms and individuals.A simpler version of Tauriel called Tauriel Niben is provided free to students. Sindarin products are sold as DVDs with a printed user manual.Sindarin products are used across the world but are most popular in Japan, Europe, and North America.

Sindarin Inc.Recently Sindarin is facing a lot of pressure from their competition, specially Khuzdul, a new firm that is actually displacing Sindarin products. Khuzdul products can be downloaded from their site and they frequently update their software. Their user manuals are available online.Sindarin has brought you in to define and implement a successful technical communication strategy. The business goal is to make it easier for users to access and use documents, and aid marketing.

Analyzing Business Goals

• Ease of use• Cost effectiveness• Complementing marketing• Legal requirements

Analyzing Users

• Who are the users?• Where are they?• Why do they look for help?• When do they look for help?• How will they find help?

Analyzing Current Situation

• Does documentation or help exist?• What are the gaps?• What technologies and tools are used?• What and how are the processes?

Determining Content Strategy

• Source• Output• Flow

Determining Content Strategy

• Content Source– Functional specifications, Test plans– Interviews– Training and hands on expertise– Drafts from experts– Code or embedded sources

Determining Content Strategy

• Output– Tools – Publishing and Authoring– Form– Type – Language– Customizations– Search

Determining Content Strategy

• Authoring Tools• Publishing Tools• Management Systems

Determining Content Strategy

• Content Flow– Authoring– Technical reviews– Language reviews – Feedback mechanisms– Update plans and mechanisms– Conversion and processing

Determining Delivery Strategy

• Web– Knowledge base– Wikis– Forums

• Printed Paper• Installation media

Ensuring Consistency

• Defining Content Organization– Templates– Style Guides– Structured Content– Simplicity vs. Precision

• Defining Processes

Ensuring Quality

• Define quality• Create checks• Define processes• Use tools and automation

Ensuring User Satisfaction

• Availability• Ease of search and find• Fine tuning: Use of analytics

Arda WorldArda World, till recently a cosmetic manufacturer and seller, is venturing into home appliances, mainly washing machines, air conditioners, and microwave ovens. Their cosmetic market is limited to India but for their home appliances they plan to target Middle-East, Europe, and Africa.They want you to setup a technical communication department for the new venture. The business goal is to meet all legal requirements with minimal documentation. Cost minimization is a major factor for Arda World.

Summary• Understand goal and domain• Identify content types and delivery

mechanisms• Design a robust process

Questions & Answers