TechComm and Artificial Intelligence (overview of a podcast by Seth Earley)

Nowadays, artificial intelligence is a central subject in the constantly evolving world of technologies. It is believed that in the long run, it will define the next generation of software solutions. Simultaneously, there is a lot of anxiety that Artificial Intelligence (AI) is going to lead to significant labor displacement.

So, in the context of Technical Communication, does the advance of AI mean that our trade is doomed to extinction as well?

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TechComm prep school: six takeaways from customer support

If you merely scratch the surface, it might seem that the only similarity between a technical writer and a customer support agent is the broad goal of serving the needs of the target audience. However, if you take a closer look, you’ll see that these jobs are not only connected but also have a lot in common. Following my own experience in customer support, I will share a couple of observations and show that customer support might even turn out to be a sort of TechComm prep school.

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Target audience: Millennials

When writing documentation, target audience is one of the first things on mind of an information developer. Audience determines what deliverable to choose, as well as what style and tone to apply to it. Wrong idea of the target audience’s needs may result in total failure of documentation. Therefore, a good information developer should be aware of every possible target user. Having deep knowledge of the product, understanding the aim of the documentation and the audience – their needs, possibilities, desires, and preferences, results in a masterpiece documentation.
So, how do we know what our target user wants? The answer is research! And I did a little research of my own on one of the most fast-growing generations in history. Millennials. So, let’s have a closer look at them and try to do our best to meet their expectations.

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