orange county chapter • may 2002 • vol. 41 no. 5 march ...orange county chapter • may 2002 •...

Highlights

3 3 3 3 3 Next MeetingNext MeetingNext MeetingNext MeetingNext Meeting Reservations, directions, and mapReservations, directions, and mapReservations, directions, and mapReservations, directions, and mapReservations, directions, and map

6 6 6 6 6 Listmania! from Amazon.comListmania! from Amazon.comListmania! from Amazon.comListmania! from Amazon.comListmania! from Amazon.com A Booklist for New Technical WritersA Booklist for New Technical WritersA Booklist for New Technical WritersA Booklist for New Technical WritersA Booklist for New Technical Writers

8 8 8 8 8 Selling STC to the BossSelling STC to the BossSelling STC to the BossSelling STC to the BossSelling STC to the Boss It's All About TrainingIt's All About TrainingIt's All About TrainingIt's All About TrainingIt's All About Training

9 9 9 9 9 INTECOMINTECOMINTECOMINTECOMINTECOM Plans for the 2003 ConferencePlans for the 2003 ConferencePlans for the 2003 ConferencePlans for the 2003 ConferencePlans for the 2003 Conference

10 10 10 10 10 Is it Really Over When it's Over?Is it Really Over When it's Over?Is it Really Over When it's Over?Is it Really Over When it's Over?Is it Really Over When it's Over? Conducting a PostmortemConducting a PostmortemConducting a PostmortemConducting a PostmortemConducting a Postmortem

11 11 11 11 11 Beyond ReasonsBeyond ReasonsBeyond ReasonsBeyond ReasonsBeyond Reasons A Consciousness Raising WorkshopA Consciousness Raising WorkshopA Consciousness Raising WorkshopA Consciousness Raising WorkshopA Consciousness Raising Workshop

1212121212 OCSTC Lends SupportOCSTC Lends SupportOCSTC Lends SupportOCSTC Lends SupportOCSTC Lends Support For Literary AdvocacyFor Literary AdvocacyFor Literary AdvocacyFor Literary AdvocacyFor Literary Advocacy

14 Society Pages14 Society Pages14 Society Pages14 Society Pages14 Society Pages Employment InformationEmployment InformationEmployment InformationEmployment InformationEmployment Information

16 16 16 16 16 Calendar of EventsCalendar of EventsCalendar of EventsCalendar of EventsCalendar of Events Meeting dates and topicMeeting dates and topicMeeting dates and topicMeeting dates and topicMeeting dates and topic

Orange County Chapter • May 2002 • Vol. 41 No. 5

March Meeting Revisited:March Meeting Revisited:March Meeting Revisited:March Meeting Revisited:March Meeting Revisited:

Finding Opportunity in a Difficult EconomyFinding Opportunity in a Difficult EconomyFinding Opportunity in a Difficult EconomyFinding Opportunity in a Difficult EconomyFinding Opportunity in a Difficult Economy

By Pamela Payne, OCSTC chapter member

As a gainfully employedtechnical writer, I did not

think that I needed to attend theMarch meeting entitled “FindingOpportunity in a DifficultEconomy.” Why would I need anyhelp when I have a stable job? Icould not have been more wrong.Not only did the panelists discusshow to find a job, but they alsosuggested ways to keep a good job and how to find a better one.

The meeting began when Matthew Stern, Principal TechnicalWriter of Best Software, Inc. and a senior member of the STC,asked all attendees looking for jobs to raise their hands and allemployers offering jobs to raise theirs. There used to be more jobopenings than job seekers, but in the past year that has changeddramatically. Matthew started the discussion by inviting thepanelists to introduce themselves and talk a little bit about how theeconomic downturn has affected them personally. The panelincluded Bill Darnall, John Hall, Brian McCaleb, Mary AnnMilbourn, and Jack Molisani.

Change your industry or focusChange your industry or focusChange your industry or focusChange your industry or focusChange your industry or focusThe economic outlook is not all bleak. Jack Molisani reported thatthe downturn is picking up for his technical staffing company,ProSpring. In the past two months, he has received more job leadsthan during all of the previous year. Jack assured us that “there’swork out there if you can find it.” Mary Ann Milbourn, who reportson employment (and more recently unemployment) as editor of theOrange County Register “Life and Work” column, has noticed thatwhile jobs may be scarce in information technology, they areplentiful in biotechnology. We all have transferable skills and shouldthink about where, in Orange County’s diverse economy, we canapply them. Additionally, there are many opportunities for writingin marketing and finance.

Further your education, not just your tool skillsFurther your education, not just your tool skillsFurther your education, not just your tool skillsFurther your education, not just your tool skillsFurther your education, not just your tool skillsMost professional development advice centers around tools thatcan help us do our jobs. While learning FrameMaker or RoboHelpmight increase our job security, taking classes in biology and project

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2 TechniScribe TechniScribe TechniScribe TechniScribe TechniScribe May 2002

The The The The The TechniScribeTechniScribeTechniScribeTechniScribeTechniScribe is published 11 times a year as a is published 11 times a year as a is published 11 times a year as a is published 11 times a year as a is published 11 times a year as abenefit to the members of the Orange Countybenefit to the members of the Orange Countybenefit to the members of the Orange Countybenefit to the members of the Orange Countybenefit to the members of the Orange CountyChapter of the Society for Technical Communication.Chapter of the Society for Technical Communication.Chapter of the Society for Technical Communication.Chapter of the Society for Technical Communication.Chapter of the Society for Technical Communication.The goal of this publication is to reflect the interests,The goal of this publication is to reflect the interests,The goal of this publication is to reflect the interests,The goal of this publication is to reflect the interests,The goal of this publication is to reflect the interests,needs, and objectives of OCSTC members. Theneeds, and objectives of OCSTC members. Theneeds, and objectives of OCSTC members. Theneeds, and objectives of OCSTC members. Theneeds, and objectives of OCSTC members. TheTechniScribeTechniScribeTechniScribeTechniScribeTechniScribe strives to be an advocate for, and an strives to be an advocate for, and an strives to be an advocate for, and an strives to be an advocate for, and an strives to be an advocate for, and aninspiration to, technical communicators by keepinginspiration to, technical communicators by keepinginspiration to, technical communicators by keepinginspiration to, technical communicators by keepinginspiration to, technical communicators by keepingthem connected to each other and to opportunitiesthem connected to each other and to opportunitiesthem connected to each other and to opportunitiesthem connected to each other and to opportunitiesthem connected to each other and to opportunitiesfor professional growth.for professional growth.for professional growth.for professional growth.for professional growth.

Articles published in this newsletter may be reprinted inother STC publications if credit is properly given and onecopy of the reprint is sent to the TechniScribe Editor.

Submission Requirements.Submission Requirements.Submission Requirements.Submission Requirements.Submission Requirements. The deadline for submissionis the 1st 1st 1st 1st 1st of the month prior to publication. The editorialteam retains and exercises the right to edit all submissionsfor clarity, length, and appropriateness.

When submitting material please remember to

• Include a 25-word biography about yourself.• Send articles in Word format, RTF (Rich-Text

Format), or ASCII. You can also send your article inthe body of an e-mail message.

• Send material to the Editor, [email protected]@[email protected]@[email protected]

President's Message

TechniScribe TechniScribe TechniScribe TechniScribe TechniScribe Staff.Staff.Staff.Staff.Staff.Editor & Layout Design:Editor & Layout Design:Editor & Layout Design:Editor & Layout Design:Editor & Layout Design: Pamela ArmsteadAssociate Editor & Editor Consiglieri:Associate Editor & Editor Consiglieri:Associate Editor & Editor Consiglieri:Associate Editor & Editor Consiglieri:Associate Editor & Editor Consiglieri: Barbara YoungIllustrator: Illustrator: Illustrator: Illustrator: Illustrator: Tracy GarnerCopyeditor: Copyeditor: Copyeditor: Copyeditor: Copyeditor: Anne StratfordCopyeditor & Proofreader:Copyeditor & Proofreader:Copyeditor & Proofreader:Copyeditor & Proofreader:Copyeditor & Proofreader: Rosemary HulceProofreader:Proofreader:Proofreader:Proofreader:Proofreader: Steve BlossomDistribution & Web Version:Distribution & Web Version:Distribution & Web Version:Distribution & Web Version:Distribution & Web Version: Jeff Randolph

Monthly Advertising Rates. Monthly Advertising Rates. Monthly Advertising Rates. Monthly Advertising Rates. Monthly Advertising Rates. 1/4 page $40 • 1/3 page $451/2 page $60 • Full page $80

Subscriptions.Subscriptions.Subscriptions.Subscriptions.Subscriptions. Free for current members of the OrangeCounty Chapter. For members of other STC chapters, $10for a one year subscription.

Printer.Printer.Printer.Printer.Printer. Sir Speedy Printing, Los Alamitos, CA

By Elaine Randolph, OCSTC Chapter President

Here we are, nearly at the end of the council year. As Iprepared our application for Chapter Achievement

Award, I couldn’t help but feelproud of what we have accom-plished as a chapter in the2001-2002 council year. Here aresome of the highlights:

• A historically large turnoutfor our September meeting thatfeatured William Horton: 175attendees, including membersfrom sister chapters as well as the

American Society for Training and Development(ASTD)

• A well-attended job fair in July• A new-member mixer at Carolyn Romano’s home• A leadership/volunteer day at Mark Bloom’s home• Educational outreach activities at Saddleback College

and Fullerton College• Our first online election• A contested election that provided a choice for all

offices except treasurer• Entries in the STC Public Relations and Newsletter

competitions• A web site that offers online registration for monthly

meetings and automated employment listings• Hands-on training in FrameMaker, RoboHelp, and

Adobe AcrobatI hope you will agree that OCSTC provides good servicethat meets your professional needs. Our chapter meetingsare held every month (including summer, when many ofthe other chapters are inactive). We continue to providean excellent printed newsletter thanks to the consistentefforts of a dedicated staff.

Next month, the chapter will recognize the volunteers thathave contributed to the success of OCSTC. They are thelifeblood of our organization. If you have ideas about howwe can make OCSTC an even better chapter, contact acouncil member or—even better—get involved!

May 2002 TechniScribe TechniScribe TechniScribe TechniScribe TechniScribe 3

Editor’s DeskNext Meeting

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IRVINEMARRIOTT

By Pamela ArmsteadWhy Customers Call Tech Support and What TechnicalWhy Customers Call Tech Support and What TechnicalWhy Customers Call Tech Support and What TechnicalWhy Customers Call Tech Support and What TechnicalWhy Customers Call Tech Support and What TechnicalCommunicators Can Do About ItCommunicators Can Do About ItCommunicators Can Do About ItCommunicators Can Do About ItCommunicators Can Do About ItSpeaker: Jack MolisaniSpeaker: Jack MolisaniSpeaker: Jack MolisaniSpeaker: Jack MolisaniSpeaker: Jack Molisani

When:When:When:When:When: Tuesday, May 21, 2002 from 6:00 to 9:00 P.M.

Where:Where:Where:Where:Where: Irvine Marriott Hotel18000 Von Karman AvenueIrvine, CA 92612(949) 553-0100

CostCostCostCostCost: Members with reservations $21$21$21$21$21Students with reservations $16$16$16$16$16Nonmembers with reservations $23$23$23$23$23Walk-ins or those registering after deadline $31$31$31$31$31No-shows billed $11 $11 $11 $11 $11

Directions to the Irvine MarriottComing from north and central Orange County:Coming from north and central Orange County:Coming from north and central Orange County:Coming from north and central Orange County:Coming from north and central Orange County:Proceed south on I-5. Exit at Jamboree Blvd. Turn rightonto Jamboree Blvd. Proceed south approximately 3 mileson Jamboree Blvd. Turn right onto Michelson, then rightonto Von Karman Ave., then right again onto Quartz. Goleft to enter the Marriott parking lot.

Coming from western Orange County (Fountain Valley/Coming from western Orange County (Fountain Valley/Coming from western Orange County (Fountain Valley/Coming from western Orange County (Fountain Valley/Coming from western Orange County (Fountain Valley/Huntington Beach):Huntington Beach):Huntington Beach):Huntington Beach):Huntington Beach): Proceed south on I-405. Exit atMacArthur Blvd. Turn left onto MacArthur Blvd. Turn leftonto Michelson. Turn left again at Von Karman Ave., thenright onto Quartz. Go left to enter the Marriott parking lot.If you want to avoid the airport congestion, exit at Jambo-ree and turn right.

Coming from southern Orange County:Coming from southern Orange County:Coming from southern Orange County:Coming from southern Orange County:Coming from southern Orange County:Proceed north on I-405. Exit at Jamboree Blvd. Turn left ontoJamboree Blvd. and go over the freeway. Turn right ontoMichelson, then right onto Von Karman, then right againonto Quartz. Go left to enter the Marriott parking lot. �

ReservationsReservations are due by 5:00 P.M., Friday, May 17.

Note:Note:Note:Note:Note: As approved by vote of the OCSTC Board on1/8/02, OCSTC's no-show policyOCSTC's no-show policyOCSTC's no-show policyOCSTC's no-show policyOCSTC's no-show policy took effect starting at theMarch chapter meeting. If you register for a chaptermeeting and do not attend, you will need to pay the $11$11$11$11$11no-show feeno-show feeno-show feeno-show feeno-show fee before attending the next OCSTC ChapterMeeting.

You can register by any of the following methods:

• Register at www.ocstc.org/dinres.aspwww.ocstc.org/dinres.aspwww.ocstc.org/dinres.aspwww.ocstc.org/dinres.aspwww.ocstc.org/dinres.asp• Call the OCSTC Hotline at (949) 863-7666.• Call Carolyn Romano at (714) 894-9221. Leave

your name, membership status, and phone number.

Parking will be validated at the door.Parking will be validated at the door.Parking will be validated at the door.Parking will be validated at the door.Parking will be validated at the door. Please park in theMarriott lot. Do not park in the adjacent Koll CenterNewport parking structure.

Well, it’s spring again. Yes, it’s the time of renewal, andthere are many new things to be rejuvenated by—

not the least of which is havingsome sunlight left as we drive homefrom work… But the most excitingnews? We’ve got a new OCSTCboard! Congratulations to thosewho’ve won their positions. In amere month, some fresh blood willinfuse our chapter with new ideasand opinions.

But this issue of the TechniScriberequires a little looking back, too. You may have noticedover the past year that I’m not a huge fan of meetingrecaps. This is because I’ve noticed that most newslettersdo a short recap, which, in my opinion, doesn’t serve a verypractical purpose (feel free to e-mail a rebuttal here). If youwere there, you already know; if not, a short recap usuallywon’t enlighten you much. The best sort of recap is whenthe author doesn’t just relay what happened at the meeting(which most recaps do), but gives a reader the sense ofreally being there, i.e., putting the information learned atthe meeting into the article itself. Pamela Payne’s “FindingOpportunity in a Difficult Economy” does just that,complete with resources and web references. If you at-tended, I think you’ll appreciate the refresher. If not, you’llget the next best thing to being there. Now, that’s a recapthat makes sense!

Enjoy!

Pamela A.


^̂̂̂̂ “March Meeting Revisited” from page 1

Start at the back of the

yellow pages when looking

for job opportunities...

available. Some of the other topics that the panelistsmentioned were ISO 9000, printing technology, digitalvideo, web design theory, team management, publicspeaking, computer networks, and psychology.

Take charge of your careerTake charge of your careerTake charge of your careerTake charge of your careerTake charge of your careerHow many of us think that networking at STCmeetings is enough? Bill Darnall, a self-employedconsultant and founder of Dartros Communications,suggests we think again. His strategy is to networkwithin a variety of different professional organizations.In addition to participating in STC meetings andevents, Bill is a member of the Institute of Electricaland Electronics Engineers (IEEE) and the ProjectManagement Institute (PMI). In each of these

organizations, he is one of the few technical communica-tors present, so his unique skills are in demand. Bill’sscience and manage-ment skills allowhim to contributeto the STCwithout compet-ing for the fewtechnical writing jobs that are available. At IEEE andPMI events he promotes himself as a technical writer,and at STC meetings he markets himself as a projectmanager and provides technical help.

Promote, promote, promote!Promote, promote, promote!Promote, promote, promote!Promote, promote, promote!Promote, promote, promote!Technical writing as an industry is supposed to begrowing. It has been named as a leading career. But rightnow it is a rough career path because businesses don’talways understand the value that technical communica-tors can bring to their company. For those of us whodon’t like to “sell” ourselves, using an employmentagency to find a job might be the best option. However,there are jobs out there if you are willing to be proactiveand take an active role in looking for jobs in non-traditional places. Think of yourself as a consultant or achange agent, not just a future employee. John Hall, acareer counselor and founder of Hall Career Services,advises people to become unique in their field and to beactive in their professional associations. Recruiters oftenlook for people who are active participants in tradeorganizations when looking for candidates to fill a jobopening.

Find a need and fill itFind a need and fill itFind a need and fill itFind a need and fill itFind a need and fill itSeveral tactics were mentioned when the panelists wereasked for job-hunting advice. Mary Ann suggested thatwe start at the back of the yellow pages when looking foremployment opportunities. Companies whose namesbegin with letters in the first half of the alphabet receive

management will give us a competitive edge in the jobmarket. Brian McCaleb, a self-employed technical com-munications consultant and co-founder of ConsultingProfessionals United, offered some words of wisdom: weneed to be well rounded and stay current with topics otherthan technical writing. This advice, while often given tonew college graduates, is equally applicable to profession-als in the middle of their career path.

Many companies will cover the cost of their employees’continuing education. And for those of us who arecurrently independent contractors, student loans are


two to three times more unsolicited job requests thancompanies at the end of the alphabet! Bill advised us totailor the résumés we send out to specific requirements injob postings. And when asked how to handle employmentgaps in a résumé, Jack explained, “You haven’t beenunemployed, you’ve been an independent contractor forthe past six months.” Technical writing is one of the fewprofessions where it is common and acceptable to be self-employed. Job seekers would also do well to learn fromconsultants. John has counseled his clients to prepare

project proposals targeted at the companies they wouldlike to work for. And let us not forget the companies thathave just laid off all of their technical writers. Brianreminded us that, soon after the layoffs happen, they’ll bewondering “who’s going to finish the documents?”

The panelists encouraged us all to be more proactive inachieving our career and life goals. Where do we want tobe in five years? How can we control our own destiny andnot let the workplace determine our opportunities? Howcan we take charge of our careers? In any economy, wetechnical communicators need to constantly stay on topof our game by broadening our education, improving ourtool set, enlarging our network of friends and businesscontacts, honing our marketing skills—and keeping ourfingers on the pulse of our company’s health. �

Pamela Payne is the lone technical writer and editor at Broadley-

James Corporation in Irvine.

Congratulations, Dennis!

Dennis Hanrahan has received the Distinguished ChapterService award for his continuing service to the OCSTCchapter. Over the years, Dennis has served as newsletterEditor for two years, membership VP for two years, andhas recently served on the Public Relations committee.Great job, Dennis!

The Consultant’s Quick Start Guide: An ActionPlan for Your First Year in Business by ElaineBiech. John Wiley & Sons, 2001. 272 pages,$19.95. ISBN: 0787956678.

What Color Is Your Parachute? A PracticalManual for Job-Hunters & Career-Changers byRichard Nelson Bolles. Ten Speed Press, 2001.368 pages, $16.95. ISBN: 1580083412.

The Power of Focus by Jack Canfield, Les Hewitt,& Mark Victor Hansen. Health Communications,2000. 310 pages, $12.95. ISBN: 1558747524.

Making Money in Technical Writing by PeterKent. Arco Pub, 1997. 280 pages, $16.95.ISBN: 0028618831.

101 Toughest Interview Questions: And AnswersThat Win the Job! By Daniel Porot, Daniel Porto,& Frances Bolles Haynes. Ten Speed Press, 1999.206 pages, $12.95. ISBN: 1580080685.

Do What You Love, the Money Will Follow:Discovering Your Right Livelihood by MarshaSinetar. DTP, 1989. 213 pages, $13.95.ISBN: 0440501601.

Reference Web sitesConsulting Professionals Unitedwww.cpu.orange.ca.uswww.cpu.orange.ca.uswww.cpu.orange.ca.uswww.cpu.orange.ca.uswww.cpu.orange.ca.us

Hall Career Serviceswww.hallcareer.comwww.hallcareer.comwww.hallcareer.comwww.hallcareer.comwww.hallcareer.com

ProSpring Technical Staffingwww.prospring.netwww.prospring.netwww.prospring.netwww.prospring.netwww.prospring.net

OCSTC Employment Resourceswww.ocstc.org/jobline.htmwww.ocstc.org/jobline.htmwww.ocstc.org/jobline.htmwww.ocstc.org/jobline.htmwww.ocstc.org/jobline.htm

Some Recommended Reading


Listmania! from Amazon.com:A Booklist for New Technical WritersReprinted from Amazon.com; Krista Van Laan, Listmania contributor

How to Communicate Technical Information: A Hand-book of Software and Hardware Documentationby Jonathan Price, Henry Korman

Excellent general book about howExcellent general book about howExcellent general book about howExcellent general book about howExcellent general book about howto create technical documents.to create technical documents.to create technical documents.to create technical documents.to create technical documents.

Ask the Headhunter: Reinventingthe Interview to Win the Jobby Nick A. Corcodilos, et al

Very good book that will help youVery good book that will help youVery good book that will help youVery good book that will help youVery good book that will help youland the job.land the job.land the job.land the job.land the job.

Untechnical Writing: How to Write About TechnicalSubjects and Products So Anyone Can Understandby Michael Bremer

More useful information for the newcomer or expert.More useful information for the newcomer or expert.More useful information for the newcomer or expert.More useful information for the newcomer or expert.More useful information for the newcomer or expert.

The Art of TechnicalDocumentationby Katherine Haramundanis

Good information on what typesGood information on what typesGood information on what typesGood information on what typesGood information on what typesof information to provide forof information to provide forof information to provide forof information to provide forof information to provide fordifferent users.different users.different users.different users.different users.

Developing Quality Technical Information: A Handbookfor Writers and Editorsby Gretchen Hargis (Editor), et al

Includes a lot of examples.Includes a lot of examples.Includes a lot of examples.Includes a lot of examples.Includes a lot of examples.

Making Money in Technical Writingby Peter Kent

Interesting and fun to read.Interesting and fun to read.Interesting and fun to read.Interesting and fun to read.Interesting and fun to read.

Technical Writing 101: A Real-World Guide to Planning andWriting Technical Documentationby Alan S. Pringle, et al

Fun book for those new to orFun book for those new to orFun book for those new to orFun book for those new to orFun book for those new to orinterested in the field.interested in the field.interested in the field.interested in the field.interested in the field.

Editor’s Note Editor’s Note Editor’s Note Editor’s Note Editor’s Note - For this list andothers, including “A TechnicalWriter’s Bookshelf,” “My FavoriteTechnical Writing Books,” “Books

for a Technical Writer,” and more, go towww.Amazon.comwww.Amazon.comwww.Amazon.comwww.Amazon.comwww.Amazon.com and search under “technical writ-ing.” The results in the column of the web page willinclude the Listmania authors and their topics. �

TechniScribe Copyright and Trademark Statement

OCSTC invites writers to submit articles they wish to beconsidered for publication. By submitting an article, youimplicitly grant a license to print the article in thisnewsletter as well as other STC publications. Copyright isheld by the writer. In your cover letter, please let theEditor know if this article has been published elsewhereor whether it has been submitted for consideration byother publications.

Unless otherwise noted, copyrights for all newsletterarticles belong to the author. The design and layout ofthis newsletter are copyrighted as indicated by © STC,2002.

Some articles might refer to companies or products whosenames are covered by a trademark ™ or registeredtrademark ®. All trademarks are the property of theirrespective owners. Reference to a specific product doesnot constitute an endorsement by OCSTC or by STC.

�

The Complete Idiot’s Guide to Technical Writingby Krista Van Laan, et al

I co-authored this so I know it’s good, and it’s aI co-authored this so I know it’s good, and it’s aI co-authored this so I know it’s good, and it’s aI co-authored this so I know it’s good, and it’s aI co-authored this so I know it’s good, and it’s abargain!bargain!bargain!bargain!bargain!

Standards for Online Communicationby JoAnn T. Hackos, et al

All of JoAnn Hackos’s books areAll of JoAnn Hackos’s books areAll of JoAnn Hackos’s books areAll of JoAnn Hackos’s books areAll of JoAnn Hackos’s books areindustry standards.industry standards.industry standards.industry standards.industry standards.


Membership News

Please watch for new members at chapter meetings,make them feel welcome, and help them get oriented.

Some of the names you may be seeing on the new nametags are Kathy SteeleKathy SteeleKathy SteeleKathy SteeleKathy Steele, Danita GonderDanita GonderDanita GonderDanita GonderDanita Gonder, and James CoburnJames CoburnJames CoburnJames CoburnJames Coburn.Kathy is a new member, Danita has been reinstated, andJames has transferred into our chapter.

OCSTC and STC NumbersOCSTC and STC NumbersOCSTC and STC NumbersOCSTC and STC NumbersOCSTC and STC NumbersThere is strength in numbers. Our OCSTC chapter is upto 474 members. This represents a fine 21 percent gainfrom our 391 members of last spring. STC worldwide is upto 25,068, which is 31 percent above our spring total of19,207 members. Keep up the good PR work. Word-of-mouth advertising by active members is the best way tokeep our organization growing and serving all of us. Thechapter will offer a free chapter meeting to members whorefer a prospective member who joins our chapter.

Renewing STC MembershipRenewing STC MembershipRenewing STC MembershipRenewing STC MembershipRenewing STC MembershipThere is a convenient, secure way to renew STC member-ship—online. This saves you from fooling with envelopesand stamps, and it saves STC mailing costs. Go towww.stc.org/renewal01.aspwww.stc.org/renewal01.aspwww.stc.org/renewal01.aspwww.stc.org/renewal01.aspwww.stc.org/renewal01.asp and have your membershipnumber ready.

Join Us at the Tables for New andJoin Us at the Tables for New andJoin Us at the Tables for New andJoin Us at the Tables for New andJoin Us at the Tables for New andProspective MembersProspective MembersProspective MembersProspective MembersProspective MembersPlease watch the tables for new and prospec-tive members at chapter meetings. The tableat the side of the dining room offers informa-tion and forms. The table in the center ofthe room is for new and prospective mem-bers to break bread together and to meetveteran members. You are always welcometo join us there. It is a lively group, and agood place to see what’s going on atOCSTC and in the profession.

Here is an introduction to one of our newest members.Dave Wolf Dave Wolf Dave Wolf Dave Wolf Dave Wolf writes

I am currently doing some freelance commercial webdesign and maintenance, and aggressively pursuing a full-time or long-term contract technical writing or webdevelopment job. I recently relocated from the Dallas/Fort Worth area, where I had long-term consultingassignments at Verizon, Sprint, and Burlington Northern-Santa Fe Railroad. I write policies and procedures andperform change and project management. I also createcustom software design, intranets for distributing all ofthe information I write, and build custom databases usingMS Access and Visual Basic.

What I like best about technical writing is breaking down

complex processes into simple, easy-to-follow steps;helping clients discover more efficient ways to

accomplish tasks; and demystifying thetechnical. I enjoy working with other techni-cal folks and being in a culturally diverse

workplace. The tools we employ to executeour craft are fun to use. Technical writing givesus a creative outlet for generating work that ishighly valued by paying customers.

I�earned a BA in Communications (Radio/TV emphasis) from California State University, Fullerton,minoring in management. When I first got serious abouttechnical writing, several of my co-workers, active in theDallas STC chapter, invited me to attend. I was impressedby the chapter’s professionalism,�prosperity, and activity.Interests include geology (especially seismology), meteo-rology, ham radio, and cosmology. My artistic side enjoysmusic (jazz and classic rock). I was born in Longview,Texas. My folks took me to Springfield, Illinois, northernCalifornia; and San Juan Capistrano. After 22 years backin Texas, I’m hoping that one really can “go home again.”

If you have not been introduced to the rest of the chaptermembership through a profile in the TechniScribe, pleasesend me (at [email protected]@[email protected]@[email protected]) the kind ofinformation that you see here. �

By Howard Goldman, OCSTC Second Vice-President Membership


Chapter ContactsOCSTCOCSTCOCSTCOCSTCOCSTCP.O. Box 28751Santa Ana, CA 92799-8751Chapter Hotline: (949) 863-7666(949) 863-7666(949) 863-7666(949) 863-7666(949) 863-7666

Chapter Fax: (949) 830-7585 (949) 830-7585 (949) 830-7585 (949) 830-7585 (949) 830-7585 Web site: www.ocstc.orgwww.ocstc.orgwww.ocstc.orgwww.ocstc.orgwww.ocstc.org

Administrative CouncilElaine Randolph, PresidentElaine Randolph, PresidentElaine Randolph, PresidentElaine Randolph, PresidentElaine Randolph, President(949) 380-6128 (w)(949) 583-9402 (h)[email protected] (w)Mark Bloom, Immediate Past PresidentMark Bloom, Immediate Past PresidentMark Bloom, Immediate Past PresidentMark Bloom, Immediate Past PresidentMark Bloom, Immediate Past President(714) 420-1277 (cell)

Mary Ann Howell, 1st VP, Programs Mary Ann Howell, 1st VP, Programs Mary Ann Howell, 1st VP, Programs Mary Ann Howell, 1st VP, Programs Mary Ann Howell, 1st VP, Programs (949) 790-7118 (w) (949) 361-1861 (h) [email protected] (h)

Howard Goldman, 2nd VP, Membership Howard Goldman, 2nd VP, Membership Howard Goldman, 2nd VP, Membership Howard Goldman, 2nd VP, Membership Howard Goldman, 2nd VP, Membership (949) 651-1631 (h) [email protected] (w) [email protected] (h)

Bill Wood, TreasurerBill Wood, TreasurerBill Wood, TreasurerBill Wood, TreasurerBill Wood, Treasurer(949) 790-2143 (w)[email protected] (w)Jeff Randolph, Secretary, WebmasterJeff Randolph, Secretary, WebmasterJeff Randolph, Secretary, WebmasterJeff Randolph, Secretary, WebmasterJeff Randolph, Secretary, Webmaster(714) 773-8230 (w)(949) 583-9402 (h)(949) 830-7585 (fax)[email protected] (h)[email protected] (h)

Pamela Armstead, Pamela Armstead, Pamela Armstead, Pamela Armstead, Pamela Armstead, TechniScribeTechniScribeTechniScribeTechniScribeTechniScribe Editor Editor Editor Editor Editor (562) 598-4704 (h) (949) 380-5680 (w) [email protected] (h)

Julie Dotson, Employment ManagerJulie Dotson, Employment ManagerJulie Dotson, Employment ManagerJulie Dotson, Employment ManagerJulie Dotson, Employment Manager(949) 675-4237 (h)[email protected] (h)

Julie Atkins, Public RelationsJulie Atkins, Public RelationsJulie Atkins, Public RelationsJulie Atkins, Public RelationsJulie Atkins, Public Relations(949) 764-6418 (w)[email protected] (w)Sheila Vaughnn, EducationSheila Vaughnn, EducationSheila Vaughnn, EducationSheila Vaughnn, EducationSheila Vaughnn, Education(949) 888-7979 (h)[email protected] (h)Carolyn Romano, FacilitiesCarolyn Romano, FacilitiesCarolyn Romano, FacilitiesCarolyn Romano, FacilitiesCarolyn Romano, Facilities(714) 896-3311 x67034 (w)(714) 894-9221 (h)[email protected] (w)[email protected] (h)Virginia Janzig, ScholarshipsVirginia Janzig, ScholarshipsVirginia Janzig, ScholarshipsVirginia Janzig, ScholarshipsVirginia Janzig, Scholarships(949) 380-5980 (w)[email protected] (w)Bonni Graham, Region 8 Director-SponsorBonni Graham, Region 8 Director-SponsorBonni Graham, Region 8 Director-SponsorBonni Graham, Region 8 Director-SponsorBonni Graham, Region 8 Director-Sponsor(619) 291-0050 (voice)[email protected] (w)

Selling STC to the BossReprinted from Tieline STC newsletter, April/May issue

Having trouble selling the idea of STC membership to yourboss? Get it paid through the corporate training budget.

Dictionary.comDictionary.comDictionary.comDictionary.comDictionary.com defines “training” as follows: to make proficientwith specialized instruction and practice.

“Training” happens when...• a chapter workshop on XML helps you

develop superior company docu-ments—faster and more efficiently

• an STC telephone seminar teachesyou and your colleagues the basics ofsingle sourcing—and thereby stream-lines your company’s productionprocesses

• a technical session at STC’s annualconference shows you how to develop a usability plan thatreturns valuable feedback on your company’s product—resulting in a better product and more satisfied customers

• an article in Intercom or Technical Communication showsyou how to translate a company web site—to reach aninternational audience

If an STC- or chapter-sponsored event oractivity shows you how to improve your com-pany products or processes, that’s “training.”Nonmembers often pay significantly more forSTC programs, conferences, and workshopsthan do members. And STC membershipprovides training with a bonus: a vibrantprofessional community with numerous oppor-tunities for networking.

If you haven’t renewed your dues, contact theSTC membership department [email protected]@[email protected]@[email protected]. And there’s an extraincentive for nonmembers to join: Those whopay the nonmember rate to attend STC’s 49th

Annual Conference in May 2002 receive a complimentarymembership in STC. See the STC conference web site atwww.stc.org/49thConf/ www.stc.org/49thConf/ www.stc.org/49thConf/ www.stc.org/49thConf/ www.stc.org/49thConf/ for conference registration information.

STC helps you make career opportunities happen. �


STC Press Release, by Ron Blicq

INTECOM Plans 2003 Conference

Mark the date on your calendar: The next “Forum”conference will be held in Milan, Italy, from June

30 to July 2, 2003. The Forum 2003 theme will be“Meeting the Cross-Cultural Challenge.”

Previous INTECOM conferences havebeen held at five-year intervals in

Sweden, Norway, Denmark,Germany, and, most recently(2000), London, England.The Seventh Conference will

break with tradition: it will beheld after only a three-year

interval, reflecting INTECOMdelegates’ awareness that technical

communication technology is advancing so rapidly that afive-year interval between conferences is too long.

Participants who have attended previous Forum confer-ences will welcome Forum 2003, for they already knowabout its unique format and the admirable opportunitiesit provides for interaction between presenters anddelegates. “Idea Markets” will again be a cornerstone ofthe conference. Developed 30 years ago by Ulf Anderssenand Lars Forslund in Sweden, INTECOM’s Ideas Marketshave become recognized as the ideal way to present andexchange information. Rather than have delegates sittingin docile rows listening to a speaker deliver information ina one-way setting, in an Idea Market everyone partici-pates in an interactive exchange of ideas. It’s exhilaratingand refreshing!

As with recent Forum conferences, Forum 2003 is beingsponsored jointly by four INTECOM member societies:

••••• Conference administration is being handled byGermany’s tekom, with tekom’s Executive DirectorMichael Fritz as conference chair([email protected]@[email protected]@[email protected]).

• The conference program is in the hands of the ISTCin the UK, with Anke Harris as chair([email protected]@[email protected]@[email protected]).

• Publications are being coordinated by the STC in theUS, with Mary Wise as chair and Jeff Hibbard andTom Warren as publication coordinators([email protected]@[email protected]@[email protected]).

• Publicity is being handled by IEEE/PCS, with RonBlicq as chair ([email protected]@[email protected]@[email protected]).

Forum 2003 will be held at the Hotel Palazzo DelleStelline in central Milan, within easy walking distance of

major tourist sites, shops, and restaurants. Delegates willbe able to choose from several hotels close to the confer-ence site.

Milan is a wonderful choice for the conference, forseveral reasons:

1. It is easily accessible, either by air or by rail.2. It is centrally located, making travel to additional

mid-Europe and Mediterranean destinations fast andeasy to achieve.

3. It offers a significant range of attractions.4. Its climate is ideal.There are numerous points of interest and we will write

about them in a future news release. We particularlyrecommend the Cathedral (Il Duomo) and CathedralPlaza, the La Scala Theatre and theatre shop, andnumerous museums and art galleries. Within 100 metresof the conference hotel is St. Maria delle Grazie Church,with Leonardo da Vinci’s famous painting of The LastSupper (painted between 1494 and 1498) on a wall of theDominican monastery. Because it is difficult to get ticketsto see the painting, your conference committee is arrang-ing to book visits for conference delegates in advance.

This initial news release is intended to whet your appe-tites, and to remind you to mark your calendar with a big“F2003” as a reminder that a major technical communi-cation event will be occurring next year.

For more information about the conference or theprogram, please contact your INTECOM delegate, one ofthe chairs listed above, or me: [email protected]@[email protected]@[email protected]. �


Is it Really Over When it‘s Over?Conducting a PostmortemBy Saul Carliner, Fellow, Boston Chapter

Because people learn best by experience, one of themost significant activities you can perform after

completing a project is identifying the lessons learnedthat you will carry forward into future projects. One ofthe most effective methods of doing this is a specialmeeting of the project team called “the postmortem.”

A postmortem is a meeting of all team members at theend of the project with the purpose of identifying

• What went well and should be repeated• What did not go well and how to avoid these situa-

tions in future projectsIn addition, the postmortem should provide time foreveryone on the team to thank one another for theircontributions. Often during the course of a project, teammembers become so comfortable working with oneanother that they do not thank each other for doing theirpart or acknowledge exceptional work. As a result, teammembers might not realize that their colleagues appreci-ate their efforts. The postmortem provides a formalopportunity for team members to offer one anotherrecognition.

Here are some tips for conducting a postmortem:

1. Send a meeting notice to team members at least twoweeks in advance. Invite all team members toparticipate.

2. Distribute an agenda before the meeting. A typicalpostmortem should be no longer than 90 minutes—60 if possible. The agenda should include• What went right At the end of a project, team members are often so focused on what went wrong, but it’s

important that they understand what wentright.

• What to improve on for future projects Do not use the postmortem as a “blaming” session. Instead, use the postmortem as an opportunity to identify problems and suggest solutions.• Acknowledgments and thanks

3. At the meeting, create a positive, productive environ-ment by doing the following:• Identify a recorder. The recorder should prepare minutes to be distributed after the meeting. Set the right tone for the meeting by

– Emphasizing the positive.

– Providing each team member with an opportunity to speak. For example, when asking what went right and what to improve on future projects, rather than asking people to simply provide suggestions, go around the table and ask each person to give at least one suggestion before opening the question up to the floor.

– Avoid judging other people’s comments. Different team members, because of their roles or their personalities, have different experiences with a given project. Some team members might have a positive experience

—others may not. Only by hearing how each team member perceived the project can the entire team better understand their interac-

tion with one another.• Close with some sort of celebration. For example, you might provide a cake that says “Congratulations,” or a small gift for each team member.

4. Publish the minutes of the postmortem within twobusiness days.

5. For those suggestions that require changes to yourorganization’s policies and procedures, provide afollow-up memo to team members within one monthof the meeting to inform them whether or not thepolicy and procedures will be changed.

Postmortems provide valuable closure to projects, lettingparticipants emotionally separate from one project so theycan move on to the next. �

Boston-based Saul Carliner is a speaker and author on information

design, e-learning, and related management issues. His books

include Techniques for Technical Communicators, An Overview of

Online Learning, and the upcoming Designing e-Learning. He is a

Fellow and past international President of the STC.

Contact [email protected] or visit

http://saulcarliner.home.att.net

See more Saul!See more Saul!See more Saul!See more Saul!See more Saul!

Saul Carliner educates the outside world about careers intechnical writing in Monster.com’s technology section.Find it at http://technology.monster.com/articles/writing/http://technology.monster.com/articles/writing/http://technology.monster.com/articles/writing/http://technology.monster.com/articles/writing/http://technology.monster.com/articles/writing/


Beyond Reasons: A Consciousness RaisingWorkshopBy Elaine Regan, OCSTC chapter member

Solitaire or Free Cell? You wouldn’t think this would bean important question at 12 o'clock in the morning,

would you? But there it was, a burning question for me onthe evening after hearing Sara Burns challenge us with“Who wants ten dollars?” at our January OCSTCmeeting.

By mistake, I had drunk the real thing, and not decaf, atthe meeting. I abandoned my bed around midnight andheaded for the computer to relax with Solitaire. I was stillfeeling jazzed with the realizations I had had about myown response to the ten-dollar offer, and so a little furtherself-talk came naturally.

In case you missed the January meeting, the ten-dollar“event” was a demonstration of how peoplehave reasons for not getting what they want.Sara held up a ten-dollar bill, and said, “Whowants ten dollars?” We all sat there looking ather for what seemed to me like several minutesuntil someone got up, walked up to her, tookthe ten-dollar bill out of her hand, and re-turned to his seat. We then shared our reasonsfor not having an extra ten dollars in ourpockets!

Well, back to my midnight saga. I had recentlymade the acquaintance of Free Cell, and Iwondered why I was so gung-ho for Solitairewhen something much more stimulating wasavailable. What I realized was that I’d rather bebored than risk. I’d rather zone out in theknown than risk discomfort with something Iwasn’t sure of. And then I thought about otherparts of my life to which I respond in a similar vein. Ah-ha!

Now, why should you care about this insight? Well, the“Ah-ha moment” led me to a workshop in February withProductive Learning and Leisure (PL&L), the group thatSara Burns represents. I thought learning about a PL&Lworkshop might be as much of an oasis for you as my firstworkshop was for me…

“Beyond Reasons” is a two-day interactive workshopwhose premise is

Your reasons may be costing you a fortune! Every timeyou “buy your reasons” it can cost you what you reallywant. Reasons are what you have instead of what youreally want. The more you can address your reasons andact appropriately, the more you can have what is impor-

tant to you.

With 15 other motivated people, I scrabbled my waythrough Saturday and Sunday identifying

• The stories I tell myself and others• My favorite reasons why my life/world is the way it is• Where my reasons came from• How I am “on automatic” most of the time• Fact as distinct from interpretation• How to step into a place of new possibility“Scrabbled” means that I went clamoring like a crab overthe landscape of my beliefs about me, being led to jump,somewhat messily, from one thing to another and learning

all the way—from others, the leader, andfrom my own scrabbling.

I came home with a new belief about myself;a statement that remains alive and well afterseveral weeks. It has been like a rudder forme, and I am enthused about the insights it’sbrought me.

The workshop was in Capistrano Beach atthe PL&L meeting rooms. I encourage you tovisit the PL&L web site,www.productivelearning.comwww.productivelearning.comwww.productivelearning.comwww.productivelearning.comwww.productivelearning.com. Look at thearray of workshops offered and see whatentices you. You can wine and dine inCapistrano Beach, northern California, or atmany vacation sites where learning is part ofyour leisurely journey.

I’m jazzed about the interactive nature andthe results of PL&L workshops and have signed up formore, plus their Monthly Advantage Program (MAP).

If you have questions, you can contact Sara [email protected]@[email protected]@[email protected] or call (800) 300-3036.You can also e-mail me at [email protected]@[email protected]@[email protected], orcall (714) 957-2701.

So, what happened with the Free Cell? I played the new,challenging game and won that night!

Happy learning and leisure! �Elaine Regan is enjoying her retirement after 17 years as a

technical writer and editor at Unisys in Mission Viejo.


OCSTC Lends Support for Literary AdvocacyBy Laura Smith-Black, OCSTC chapter member

Members of STC have both formally and informallysupported the concept and practices of increased

literacy in America.

As an activity of our chapter’s Public Relations committee,we would like to promote literacy in Orange County—through schools, workplaces, and literacy organizations.

We can join together in this important endeavor throughthe well organized group READ/Orange County, or READOC, whichwas implemented in 1991 by a grantfrom the California Library ServicesAct.

The READOC mission is

“…to create a more literate commu-nity by providing diversified servicesof the highest quality to all who seekthem.”

How the Program WorksHow the Program WorksHow the Program WorksHow the Program WorksHow the Program WorksThe READOC program is availablefree of charge to all who seriouslywish to improve their ability to read,write, speak, and understandEnglish. READOC seeks volunteertutors who are motivated to givetheir time and energy by offeringinstruction in the English language.

Tutors are required to go to anorientation session and to attend 23 hours of basic trainingprior to tutoring an adult learner. The orientation is atnight and the workshops are held at four Saturday sessions.There are subsequent workshops offered on an optionalbasis.

Learners must be at least 16 years old and not part of atraditional high school environment. Learners are inter-viewed and assessed by team members and then matchedwith a tutor. Tutoring sessions are typically for one-half totwo hours once a week and are arranged for mutuallyconvenient times and locations. Many of the publiclibraries in Orange County are set up to facilitate thesesessions with workstations and teaching materials.

Families for LiteracyFamilies for LiteracyFamilies for LiteracyFamilies for LiteracyFamilies for LiteracyAn adjunct program offered through READOC is Familiesfor Literacy. Because parents are the role models of literacy

behavior for their children, this program provides animportant link between the adults attempting to learn andtheir “at risk” children. The program is set up so that adultswho want assistance and have at least one child under fivecan work together with their children in an atmosphere offun and learning. Tutors are trained to incorporatechildren’s material into tutoring sessions with parents, andto assist parents in choosing appropriate reading materials

for their children. The Familiesfor Literacy Program is helpingto break the intergenerationalcycle of illiteracy.

Perhaps your employer wouldbe interested in increasingliteracy (and production)?READOC is interested inhelping businesses set upworkplace literacy programs asa benefit for their employees.

For more information aboutliteracy and the READOCprograms, you can go to theirweb site at www.readoc.com www.readoc.com www.readoc.com www.readoc.com www.readoc.com orcall them at (714) 566-3070.

The next orientation sessionsare May 29, 2002May 29, 2002May 29, 2002May 29, 2002May 29, 2002 or May 30,May 30,May 30,May 30,May 30,20022002200220022002 with training beginningon June 01, 2002June 01, 2002June 01, 2002June 01, 2002June 01, 2002.

Literacy Volunteers of AmericaLiteracy Volunteers of AmericaLiteracy Volunteers of AmericaLiteracy Volunteers of AmericaLiteracy Volunteers of AmericaAnother organization is Literacy Volunteers of America(LVA). LVA has a program to address the expansion oftechnology as a factor in the literacy endeavor. Their ideais to define literacy as the ability to read, write, performmathematical calculations, and possess basic computerskills. Visit their web site at www.literacyvolunteers.orgwww.literacyvolunteers.orgwww.literacyvolunteers.orgwww.literacyvolunteers.orgwww.literacyvolunteers.org.

We want to hear from you!

Has anyone in the chapter volunteered for READOC, orany other literacy outreach program? What was yourexperience? Do you think it contributed in any way to yourabilities as a technical communicator? If so, please send mee-mail at [email protected]@[email protected]@[email protected]. �


The STC 50th Anniversary Committee


Society Pages

OCSTC Employment InformationBy Julie Dotson, OCSTC Employment Manager

Our job listing is entirely online at the OCSTC web site,and the pages are updated as jobs are submitted.

Staff Jobs

www.ocstc.org/employme.aspwww.ocstc.org/employme.aspwww.ocstc.org/employme.aspwww.ocstc.org/employme.aspwww.ocstc.org/employme.asp

Contract Jobs

www.ocstc.org/contractme.aspwww.ocstc.org/contractme.aspwww.ocstc.org/contractme.aspwww.ocstc.org/contractme.aspwww.ocstc.org/contractme.asp

If you have an inquiry or a job to post, e-mail Julie Dotsonat [email protected]@[email protected]@[email protected]

A limited number of printed copies of the OCSTC web sitelistings are available at monthly chapter meetings.

Society Level Job ListingsSociety Level Job ListingsSociety Level Job ListingsSociety Level Job ListingsSociety Level Job Listings

STC maintains job listings on the Internet. You candownload the listings from the STC web site atwww.stc.org/jobdatabase.htmwww.stc.org/jobdatabase.htmwww.stc.org/jobdatabase.htmwww.stc.org/jobdatabase.htmwww.stc.org/jobdatabase.htm

@Question?

Comment?Suggestion?Suggestion?Suggestion?Suggestion?Suggestion?

You have our ears!You have our ears!You have our ears!You have our ears!You have our ears!Please send e-mail and letters for the Please send e-mail and letters for the Please send e-mail and letters for the Please send e-mail and letters for the Please send e-mail and letters for the TechniScribeTechniScribeTechniScribeTechniScribeTechniScribe

to [email protected] orto [email protected] orto [email protected] orto [email protected] orto [email protected] orP.O. Box 28751 • Santa Ana, CAP.O. Box 28751 • Santa Ana, CAP.O. Box 28751 • Santa Ana, CAP.O. Box 28751 • Santa Ana, CAP.O. Box 28751 • Santa Ana, CA

92799-875192799-875192799-875192799-875192799-8751

ColophonThe TechniScribe was produced using AdobePageMaker 6.52 for Macintosh. ModernBlack, Arial,and Goudy Old Style were used for text and headingfonts.

All original art work was created using Adobe Illustra-tor 9.0 for Macintosh. The PDF on the OCSTC website was distilled from raw Postscript using AcrobatDistiller 5.0 for Macintosh.


Society Pages

STC Mission StatementDesigning the Future of Technical Communication.

Positioning StatementSTC helps you design effective communication for atechnical world through information sharing and industryleadership.

The Society for Technical Communication (STC) is theworld’s largest organization for technical communicators.Its more than 20,000 members include writers, editors,illustrators, printers, publishers, photographers, educa-tors, and students.

Dues are $125 per year, plus a one time enrollment fee of$15. Membership is open to anyone engaged in somephase of technical communication, interested in the artsand sciences of technical communication, and in alliedarts and sciences.

STC headquarters contact information:

Society for Technical CommunicationSociety for Technical CommunicationSociety for Technical CommunicationSociety for Technical CommunicationSociety for Technical Communication901 N. Stuart StreetSuite 904Arlington, VA 22203-1854, www.stc.orgwww.stc.orgwww.stc.orgwww.stc.orgwww.stc.org

OCSTC Mailing AddressOCSTC Mailing AddressOCSTC Mailing AddressOCSTC Mailing AddressOCSTC Mailing Address

P.O. Box 28751

Santa Ana, CA 92799-8751

(949) 863-7666 (recorded info)

Address Service Requested

NONPROFIT ORG.

U.S. POSTAGE

PAIDSANTA ANA, CA

PERMIT NO. 1767

Postage Due Trust Acct. No. 999231

Santa Ana P&DC, CA 92799-9702

Calendar of EventsCalendar of EventsCalendar of EventsCalendar of EventsCalendar of EventsMay 14 Administrative Council Meeting, 6:00 P.M., Phoenix Technologies

May 21 OCSTC Chapter Meeting, 6:00 P.M., Irvine Marriott Hotel

May Meeting Topic: Why Customers Call Tech Support and What TechnicalCommunicators Can Do About It

In the last year, our monthly presentations have focused on specific skills that help youcommunicate effectively. We continue that trend at the Tuesday, May 21st meeting, but withsome added fun.

The added fun is our speaker, Jack Molisani. Jack is one of the chapter’s favorite speakers; wecan tell by the record numbers that always attend his presentations. In his presentation, “WhyCustomers Call Tech Support and What Technical Communicators Can Do About It,” Jackgives valuable tips delivered in his own stand-up comic style. It makes for a not-to-be-missedevent.

The technology and service industries in the US spend billions of dollars a year providing techsupport and support desk services to their customers and employees. While it is well known in tech writing circlesthat good documentation reduces tech support costs, this vital data is not so well known in the companies wework for.

Want to be perceived as adding value to your company? Tired of being considered just a cost center because “wehave to ship documentation with the product”? Come to the May 21st OCSTC meeting and learn the maindocument-related reasons people call tech support and what you can do about it. Then go back to your customeror employer and show how you directly and positively affect the company’s bottom line!

Jack Molisani has been a project officer in the Space Division of the USAF, the manager of training and docu-mentation of a multimillion-dollar software firm, and currently is the founder and president of ProSpring Inc., atechnical writing and staffing firm. Jack is a past-president of OCSTC, teaches technical writing at CaliforniaState University, Fullerton is a regular speaker at international conferences, and was the chair of the year 2000Pan-Pacific Conference in Hawaii.

May 5 Class: FrameMaker, Designing Templates I

June 15 Class: Usability Testing Workshop

For more information on these available classes, visit www.vaughnn.com/ocstc/home.htmlwww.vaughnn.com/ocstc/home.htmlwww.vaughnn.com/ocstc/home.htmlwww.vaughnn.com/ocstc/home.htmlwww.vaughnn.com/ocstc/home.html

orange county chapter • may 2002 • vol. 41 no. 5 march ...orange county chapter • may 2002 •...

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