Classes in Advanced Technical Writing Starting Soon at CSUDH

Do you want to become a writer? Want to improve your writing for your job? The Advanced Technical Writing/Communication course starts soon at California State University Dominguez Hills. The course is entirely online and students learn advanced technical writing techniques along with improving their writing skills.

Portfolio pieces are an important aspect of applying for technical writing jobs to show a potential employer your capabilities. This class is hands-on. As we discuss key areas of technical communication, we work on putting together a portfolio so you can show what you know right away.

College of Continuing and Professional Education, CSUDH

Students may take the Advanced Class even if they have not completed the Intro course as long as they have some writing experience. The certificate at California State University Dominguez Hills consists of three courses. Check out more here. The entire program for the certificate is taught online (and will continue to be taught online). Find out more information on the CSUDH Technical Writing Program website. Dr. Lu Kondor teaches The Advanced class. Check out the FAQ on this site if you have questions.

The Advanced Technical Communication course starts on May 22, 2023. For questions, email learn@csudh.edu or call 310-243-2075. To register for courses, call 310-243-3741 (option 1) or go online. You must complete all courses in the technical writing certificate program to receive the certificate.

Technical communication is used by many organizations and businesses.

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Lu Kondor has worked as a technical writer for more than 20 years at major corporations. She has a Doctorate in Business Management and has created a large variety of documents, videos, and copy for organizations in entertainment, software, public utilities, manufacturing, oil and gas, chemical, B2B, consumer-based products, and the nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 17 years.

Active Voice and Technical Writing

“What’s so great about using active voice?”

This is a common question I’m asked by students. Active voice is a sentence with an action verb where the subject of the sentence performs the action expressed by the verb. Active voice is clear and concise and active voice sentences are less wordy. To understand active voice, we need to think about passive voice.

In passive voice, the subject receives the action expressed by the verb.  For example, the man was bitten by the dog. The dog is acting upon the sentence subject (the man) meaning it uses the passive voice. What would be the active counterpart to this sentence? The dog bit the man. In this active voice sentence, the subject (dog) performs the action (bit) to the individual being acted upon (man).


Figure 1. Passive voice example

Examine the passive and the active sentences in Figures 1 and 2. The wordiness of the passive sentence is noticeable (21 words vs. 19 for the active sentence). Most readers of technical documents read quickly, skimming over the material or scanning it to find exactly what they need. Longer sentences are more difficult to skim and scan. When a document user repeatedly rereads a technical document to understand its meaning, they will skip sections or potentially infer the wrong meaning. The result can lead to a negative and potentially dangerous misinterpretation of the information.

Figure 2. Active voice example

If you struggle with identifying passive voice, there are some quick tricks to look for passive voice. First, identify the subject of the sentence. Once you know the subject, determine if it is passive by asking yourself is the subject performing the action (of the verb)? Or is the subject the recipient of a verb’s action?

Are you looking for another way to recognize passive? Look for forms of to be (see figure 3). Check out this passive example: Action on the bill is being considered by the committee. A big clue in this sentence is the phrase is being.

Examine the passive example – Large chunks of asbestos-laden material will be removed from the facility on the second and third floors by asbestos abatement teams. The use of will be is a clue to look at that sentence further.

Figure 3. Writers tend to use to be verbs when writing with passive voice

There are instances where a tech writer may want to use passive voice. Use passive voice with care to be sure the writing is clear and concise. Try the following exercise. Find passive examples online. Then consider the answers to the following questions:

  • Did you understand what was said, or were things vague?
  • Was the use of passive voice understandable?
  • Should the writer reword the example(s)?

If you decide to use passive, test the document with several users to be sure your writing is clear, concise, and not misinterpreted. But remember, you should have a good reason for using passive voice in your writing.

Lu Kondor has worked as a technical writer for more than 20 years for major corporations. She has a Doctorate in Business Management and has worked in a large variety of organizations including entertainment, software, electric utility, manufacturing, oil and gas, chemical, and nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 14 years.

Using Technical Marketing

Working as a full time technical communicator and professor for years, I have received quite a few questions by both my students and by various organizational management personnel on what it means to be a technical communicator versus a technical writer. Yes– I said organizational management. Technical communication is a broad field from white papers to manuals, data sheets, technical blog posts, applications, how-to’s, video training instructions, vlogs and more. Today technical communication encompasses not just documents but all kinds of media and crosses other fields once thought to be silos in the workplace.

I want to discuss technical marketing. Working in this area of technical communication the last several years I have come to realize how much technical marketing relies on technical writing to take complex information and make it succinct.  Fields overlap in technical communication in general, which is why the term technical communication is commonly used today instead of technical writing. Technical marketing is one of the fields where there is even more overlap. Think of it like technical writing meets the marketing pitch. Confused as to how technical writing is used in marketing? This confuses quite a few people, so no worries.

Technical marketing is any type of marketing that concentrates on specifications and key product features that fulfill a need for customers and businesses (B2B) requiring an understanding of technical aspects of a product. Technical writing is used to convert product  information clearly and concisely for a user to gain knowledge. The buyer can make informed decisions on products/services or discover new products/services they might want. Think of technical marketing as a part of a bigger marketing plan in a technology related business.

Generally technical marketing is done in a high tech industry but it is becoming commonplace in fields not considered high tech. Businesses such as oil, gas, manufacturing are using more intricate product that are integrating tech. For example, the process industry is pushing the Industrial Internet of Things (IIoT). IIoT is being adopted so that instruments that were once siloed at a facility, are on their own Intranet relaying real time information for maintenance and monitoring.

Technical marketing supports customers and businesses who need to get information on the ever-growing complex tech market. Each aspect of a marketing plan can contain technical writing. Marketing automation, for example, can consist of email blasts and educational or nurturing drip campaigns that are used to deliver technical newsletters and key targeted technical information to customers who already have considerable knowledge in their field.

Social media can be used to deliver all sorts of technical content such as instructional videos, technical blog posts, and problem solvers to a wider audience. Inbound marketing opportunities can be created with useful technical examples, such as procedures or processes, posted on a company’s website with links to products to help solve a need.

Today technical communication is more important than ever in creating clear and concise content with the ever-growing amount of information on the Internet. Technical marketing plays an important role in bringing products to market and technical information to customers.

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Lu Kondor has worked as a technical writer for more than 20 years at major corporations. She has a Doctorate in Business Management and has created a large variety of documents, videos, and copy for organizations in entertainment, software, public utilities, manufacturing, oil and gas, chemical, B2B, consumer-based products, and the nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 16 years.

Abobe Max Conference – 2021

I recently attended this year’s Adobe Max Conference. I use Adobe products all the time and thoroughly enjoyed the conference. There were hundreds of sessions. There was also the usual smattering of the famous, the academics, and wonderful artists. My favorites were the practical tips in Illustrator, Photoshop, and After Effects and that’s where I spent most of my time.

My take on this is that there are some exciting new technologies coming out way in AR. I wasn’t that impressed with the 3D tools presented. Considering the additional cost beyond the creative suite (appears to be its own suite), not worth it with all the hype. I’ve recently taken to learning and using Z-Brush and Blender and will be sticking with those. My one big disappointment was the lack of updates and information on Acrobat and Audition. I would love to see more about what the future holds for those tools.

However, the improvements coming to their core software are amazing. The graphic design, illustration, digital painting, and After Effects sessions (as well as Premiere & InDesign) were worth it. I found myself jumping out of sessions on 3D to join other awesome sessions. The social media sessions were worth a note (even if you don’t do much social media) because they had excellent hosts and they were generous with information and tips. Finally, one impressive aspect of the conference is the demonstration of the speed of Apple’s new Computers. If you can view the materials (not sure if you need an account), I recommend taking the time to watch as many videos as you can if you use Adobe products.

Project Managers Aren’t the Only People Who Define Scope

The Importance of Scope on a Documentation Project

According to the Project Management Body of Knowledge (PMBOK), the scope of a project is the work to be done on that project. The scope of a project is generally defined using a work breakdown structure (WBS) allowing the user to set goals, objectives, priorities, and deadlines making a project manageable. Knowing the exact scope provides the ability to create detailed cost estimation.

Defining the scope of a project so that all aspects of the project are determined and tracked to completion is not only important to make sure the project is on time and on budget, but also that all changes are properly managed. Change management can make or break a project as it can affect costs, schedule, and the deliverable itself. This may sound like a lot of work, but on large projects with extensive resources, tracking a project makes all the difference in how successful the result is.

What does this have to do with technical writing? All documentation projects need project scope clearly defined. A clear and detailed definition of the deliverable, especially larger projects such as extensive manuals, websites, and long-term documentation changes can help eliminate project overages and decrease project failure risk. What does that mean?

Scope creep and Project Completion Risk – Even Small Projects Can Suffer

If a documentation project, especially a larger one, isn’t clearly defined and tracked, it can lead to scope creep. According to the PMBOK, scope creep means adding features/functionality (to the project scope) without addressing the effects on time, costs, and resources. Scope creep can lead to project failure. If expectations for the project owner and all stakeholders are clearly agreed upon, stakeholders will know what they are getting upon project completion, which means it is easier to keep a project on time and within budget.

“Scope creep: Adding additional features or functions of a new product, requirements, or work that is not authorized (i.e., beyond the agreed-upon scope)” (Larson, & Larson, 2009, para. 4).

What should a technical writer watch out for? Lack of planning. Problematic project definitions such as incomplete requirements, lack of communication between stakeholders, lack of resources, failure to reach project milestones, schedule issues, lack of change management, quality control issues, indecision regarding the deliverables, and unrealistic expectations increase project completion risk.  

Defining project scope is important on any scale documentation project because it provides a clearly defined baseline plan of project objectives, schedule targets, and budget estimates negotiated at the start of a project. Preventing scope creep on documentation projects, or preventing your projects from going over budget and overtime without controls, helps you achieve your goals of completing the project as agreed. Once a documentation project scope is determined, get sign-off on the written scope statement from the primary stakeholders. Follow up by staying on top of changes, schedule, budget, and resources.

Additional Reading

Project Management Institute: Top five causes of scope creep … and what to do about them – https://www.pmi.org/learning/library/top-five-causes-scope-creep-6675

References

Larson, R. & Larson, E. (2009). Top five causes of scope creep … and what to do about them. Paper presented at PMI® Global Congress 2009—North America, Orlando, FL. Newtown Square, PA: Project Management Institute.

Lu Kondor has worked as a technical writer for more than 20 years for major corporations. She has a Doctorate in Business Management and has worked in a large variety of organizations including entertainment, software, electric utility, manufacturing, oil and gas, chemical, and nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 14 years.

Important Skills Technical Writers Need for Success (Part 2)

I’ve compiled a list of skills that are important to be an effective technical writer and technical communicator. In the first post of this multi-part series, skills discussed were grammar, usage, editing, and the ability to turn data into information that a reader can use to create knowledge. In part 2 we look at additional skills technical writers need for success.

Know Your Target Audience

An underrated skill in technical writing is being able to determine your audience and understanding how to write for them. This starts with a basic overview of the primary audience. Are they the general public or a specialized smaller group such as scientists? Is the target audience all ages over 18 such as a medical provider or is there a specific targeted age group? As a writer define the primary reader for the document and then determine the secondary audience. Who else might read the material either in the future (will the document be archived) and what do they want from it?

Determining targeted information is a great way to write for your reader. Knowing the audience will allow a writer to target the proper age group and education level and increase the readability of a document. A reading index is a great tool on grade and reading level for readability.

Knowing the target audience is key to writing a great document.

Understanding Complex Concepts and Processes

This seems like a basic principle. A technical writer needs to be able to grasp technical concepts, clearly and concisely. In the classes I teach on technical communication, students know I always comment on how clear and concise their work is. Clear and concise writing is extremely important.

How can a technical writer write about a concept if they don’t understand it clearly and concisely?  If a concept isn’t clear to the writer, it will come out in the writing. If the writing isn’t concise, you will lose the reader. Remember, more isn’t better in the case of tech writing. It is just more. Too much explanation usually means the tech writer does not understand what they are writing about.

Quality and Accuracy

Writers need to be concerned about quality. To be more precise, accuracy is important. There are times where the work must get out and so some quality is sacrificed. Accuracy should never be sacrificed, otherwise, there can be issues or failures related to the document. This in turn can be catastrophic in a safety or critical process. Injury, harm, or damage can occur to people and property. Can you imagine a mistake on a technical manual for a nuclear power plant or Standard Operating Procedure (SOP) for an industrial chemical process?

Accuracy is important to technical writing.

Style Guide Knowledge

Style guides are important, especially if a technical writer creates documents for conferences, symposiums, or academic white papers. The use of a particular style guide varies depending on a client/employer, conference, symposium, academic paper, or knowledgebase article. Technical writers should know the difference between APA, CMOS, MLA, and other guides. I’ve even seen the AP style guide used depending on the technical writing assignment.

Did you know there is a style guide for Physics? It’s called the AIP style guide. AIP Style refers to the citation format established by the American Institute of Physics. There are other style guides by the American Mathematical Society, Geological Society of America, American Medical Association, American Chemical Society, and more. Remember, style guides are your friend. They give clear guidelines on how to write for publications and companies. Do some research and see.

Interviewing Skills, SMEs, and Researching

A very handy set of skills any technical writer can possess includes interviewing, interaction with subject matter experts (SMEs), and research. I have met too many people who think writers of any kind sit pensively thinking out the perfect document and work alone, producing masterpieces all by themselves. Too many beginner tech writers feel they can do it alone in the first draft for manuals and then are shocked to find their materials are flawed, grammatically incorrect, or missing information. I have yet to find the perfect assignment handed in after more than a decade of teaching tech writing. Writing just a single draft is not going to lead with quality or accuracy.

The idea of a lone writer is silly. In many of the jobs I’ve held, I was the only writer but I always worked in teams with experts, inventors, engineers, management, certification consultants, and dozens of other stakeholders. So interviewing skills, especially with experts is important. Learn how to interview people. Practice is the best way to learn.

Here’s where research comes in. Not only is research necessary for documentation, but a technical writer should do their homework and research the topic they are interviewing the SME for before the interview. That way they don’t ask basic questions they could find the answer online and waste the short amount of time allotted with the SME. An SME may get frustrates and end the discussion early, refusing to discuss more. That situation makes technical writing more difficult.

Research is an important skill in your technical writing toolbox.

Ethics

Ethical obligations are a part of technical writing. A big part. Ethics is in everything from representing technical information efficiently, clearly, and concisely so that the reader doesn’t feel like they have been tricked to avoid major safety concerns and potential loss of life. I consider ethics a skill because not only do you use common sense, a technical writer needs to learn legal implications as well as corporate culture in the organization that they work for to apply a broad scope of ethics.

Think about all the considerations there are for certifications in hazardous environments and what a business or technical writer needs to learn to work in certain industries. Diligence in making sure information is accurate affects all industries from pharmaceutical, oil and gas, nuclear, chemical, utilities, baby furniture, car seats, automotive, etc. Can you imagine incorrect procedural documents in the utilities or nuclear industries? There are also obligations to keep employers’ trade secrets, to the environment, the public, property, copyright, and liability laws. This list can go on and on. Remember, there can be legal repercussions to the technical writer if ethics are ignored.

Ethics is important to consumers as well as organizations and industries.

This wraps up the two-part series on important skills technical writers need for success. There are other skills like software but the type of software used varies from organization to organization. So every writer must decide what they need to learn.

Check out part 1 of Important Skills Technical Writers Need for Success.

Lu Kondor has worked as a technical writer for more than 20 years for major corporations. She has a Doctorate in Business Management and has worked in a large variety of organizations including entertainment, software, electric utility, manufacturing, oil and gas, chemical, and nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 14 years.

Important Skills Technical Writers Need for Success (Part 1)

In this multi-part series, I’ve compiled a top list of skills that are important to be an effective technical writer and technical communicator. This isn’t an exhaustive list but a basic outline of what most employers look for. Don’t underestimate simple concepts. Keeping things simple makes your job easier.

Don’t underestimate simple concepts.

Many people think they are really good writers but are they? Some writers are masters of prose, others are skilled in non-fiction and essay writing. That’s fine to think of oneself as a really good writer, but not all writing is the same. Anyone who writes for a living across multiple types of writing will tell you that. What you have to ask yourself is; can you write well as a technical writer?

Technical writing is different than prose or fiction. It is also different than business, textbook, or essay writing. Why? The goals of technical writing are different. Even though all types of writing have some things in common, the goal of what is being written is important. The goal of technical writing is to take data, whether raw or correlated, and decide what is important (and order of importance) and what isn’t important. Then turn it into coherent and cohesive information in a clear and concise written manner so that the reader can gain the knowledge they need. 

The goal of technical writing is to take data, whether raw or correlated, and decide what is important (and order of importance) and what isn’t important.

Excellent Writing Skills Are Important

I am often asked by students what kind of skills they need to be a technical writer. The first thing I say is “A technical writer requires excellent writing basics.” This covers two aspects or sub-skills.

  • Grammar and usage (including ability to edit)
  • Ability to turn data into information that a reader can use to create knowledge so that the final outcome is to perform a task, learn, or make a decision

The first is grammar and sentence structure. This is basic and almost anyone could guess why good grammar is important. Knowing grammar and sentence structure is the first step to writing a great document.  It also allows a technical writer to be able to edit material that comes to them as well as edit what they write themselves.

Do you know what an Oxford comma is and when to use it? What’s a run-on sentence? What is a gerund? These should be simple questions to answer. Remember, employers may ask about your skill sets, or even better, they will test you on it.

Catching Mistakes

Catching mistakes on documents is especially important in situations where catastrophic failure can result in injury, loss of property or life. For every poorly written technical document, there are repercussions even if there isn’t a catastrophic issue, an organization can still suffer a loss of revenue because of deficient documentation. If you have ever bought a product because you read it could do something, and then the product failed to follow the listed specifications, you understand.

The second is the ability to turn data into information that a reader can use to create knowledge. The outcome for the reader is to have enough knowledge to perform a task, learn, or make a decision. The ability to convert data into information for a targeted audience so they can skim for basic information, scan for a particular piece of information, or read word-for-word to learn as much as possible takes practice. All of these methods provide knowledge to the reader. The reader applies that knowledge so that they can decide how to take action. That action may be as simple as performing a task, learning something new, or making a decision.

Performing a task can be simple. How to load software on your computer, assemble a piece of furniture from the local box store, or execute a standard operating procedure (SOP). It can also be complex, such as a SOP that provides a safe method for taking a boiler offline for maintenance, learning what instrument readings to monitor to prevent an explosion, or setting up a temperature transmitter in a hazardous environment.

Learning can take many forms and can be tied to task performance or decision-making. Learning can stand-alone as well. A person can learn for the sake of learning or to build future skills. For example, reading on updated industry certification standards for equipment or learning a new computer network technology. Learning can easily be tied to a variety of technical writing formats. Learning can also come from video, interactive applications, podcasts, or other media. Have you ever watched a video on a newly released phone, tablet, or device just to learn what all the buzz is about? Then you have watched technical writing in action.   

Decision-making for a reader is probably one of the more complex aspects of document usage in technical writing.

Many users will need to make a decision on spending money, procuring a service, or taking (or not taking) an action. For example, many process industry engineers read specification sheets to determine if they will recommend the purchase of a particular brand and model of safety device. CTOs may read up on particular enterprise-wide software or hardware investments. Organizational leadership receiving an environmental report passing EPA requirements for environmental hazards may decide no further action is necessary until the next required testing. Still others such as human resources could read a SOP and determine it is missing a newly updated safety standard required by regulators and will take action to have the document adjusted.

Many users will need to make a decision on spending money, procuring a service, or taking (or not taking) an action.

There are a number of reasons why users need to make a decision, perform a task, or learn something new. This concept ties in with knowing the target audience of the document and their needs. That is why the best way to begin is to start with the basics. A technical writer that has a strong knowledge of grammar, sentence structure, and the ability to take a broad range of data and organize it in a coherent and readable fashion is at an advantage. But remember, a document needs to be designed not just for the readability of the document’s target audience, but it must adhere to any rules, regulations, and ethics required to make the document clear, concise, and accurate for the user. Lives may depend on it.

Read Part 2 of Important Skills Technical Writers Need for Success includes a style guide discussion, knowing your target audience, quality control, interviewing subject matter experts, and more.

Lu Kondor has worked as a technical writer for more than 20 years for major corporations. She has a Doctorate in Business Management and has worked in a large variety of organizations including entertainment, software, electric utility, manufacturing, oil and gas, chemical, and nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 14 years.

Try a Reading Index to Check Your Readability

What is a reading index? I’ve been asked that many times in the past. A reading index is a way to calculate writing to see if the text matches a reader’s grade level. This is also known as readability.

There are a number of reading indexes out there including Flesch-Kincaid Grade Level, Flesch Reading Ease, Gunning Fog Index, SMOG, Automated Readability Index, and more. If you use Word, you are probably familiar with Flesch-Kincaid Grade Level and Flesch Reading Ease. You can see this by using grammar and spell-check. If it doesn’t show up after you have used spelling and grammar, select it in the options (for the reading index) in the preferences and get the results for your document every time you run spelling and grammar.

Results from Word (for Mac) showing Flesch-Kincaid Grade Level & the Flesch Reading Ease

Rudolf Flesch worked on the Flesch Reading Ease in 1948 and later co-created the Flesch-Kincaid grade level in 1975 (Readable, 2021).

The Flesch-Kincaid grade level is calculated using a simple formula.

Flesch-Kincaid grade level formula

The Flesch-Kincaid Grade Level and Flesch Reading Ease are arguably the most popular reading indexes, although some organizations prefer using other choices such as the Gunning Fog depending on usage. The Flesch-Kincaid grade level is for overall general usage while some reading indexes are focused on other types of documentation such as education, healthcare, and business. The Gunning Fog is generally used for business and health (Boztas, 2017, et al.) as well as government.

While there are plenty of online reading index calculators, a writer can do the math themselves. The Gunning is calculated somewhat like the Flesch-Kincaid grade level.

Gunning Fog index calculation

A reading index is just another tool a writer can use, just like a spelling and grammar checker. Remember, it provides a method to calculate the complexity of written materials to match the intended audiences’ reading level. Be aware that reading indexes are useful but not perfect. Whatever formula you decide to use, a reading index is helpful if used correctly.

References

Boztas, N., Omur, D., Ozbilgin, S., Altuntas, G., Piskin, E., Ozkardesler, S., & Hanci, V. (2017, November). Readability of internet-sourced patient education material related to “labour analgesia.” PubMed Central (PMC). https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5690750/

Readable. (2020, November 10). The Flesch Reading Ease and Flesch-Kincaid Grade Level. https://readable.com/blog/the-flesch-reading-ease-and-flesch-kincaid-grade-level/

Usability Testing is a Great Way to Understand if Your Technical Writing Works

Usability testing is one of the best ways of evaluating the quality of a document. A technical writer can use usability testing to ensure user-centered writing. Testing validates documentation by examining successful task completion, identifying any critical errors, determining the time it takes to complete a task, reader satisfaction using the document, and collecting recommendations for necessary improvements.

Usability testing is a great way to understand what works and what doesn’t work in a document.

The metrics defined and collected by the technical communicator will determine how to evaluate successful comprehension and task completion. These metrics are generally both qualitative and quantitative depending on how the information is collected and measured. Set up goals for data collection, metrics, and analysis before usability testing. Consider that documentation can be tested using a variety of delivery methods such as smartphones, tablets, computers, printed versions, web pages, etc. Ask yourself how will your end-user most likely use the document?

User observation can be collected using qualitative methods letting a test administrator see how a user will react to the instructions in the document. Are they struggling and need to scroll back and forth? When the tester provides feedback, are they reflecting this in their observations on your document? Each person who tests your document may, or may not, feel that a qualitative aspect is important.

A user’s reaction to document use is important because some users may stop using a document if they need to scroll or turn pages constantly. Others may not. Observation of a document tester is especially important if you are using only a single tester. The smaller the test group, the higher the risk that feedback can be myopic and not reflect all readers’ experiences.

A user’s reaction to document use is important.

Unfortunately, we don’t always have time or the resources to do usability testing depending on project size, project milestones, release dates, and type of technical documentation. Nevertheless, new technical writers and students should consider even single user basic testing scenarios when they can. Usability testing is a great way for new technical writers to understand what works and doesn’t work in their documents.

Large documentation projects may employ usability testing, especially if there is a lot at stake. Usability testing requires buy-in by management to be successful because of the allocation of resources and stakeholders. Not all management buys into usability testing. Unfortunately, most technical documentation projects are quickly written, updated, or reviewed by someone who may not be an editor, and the document goes out to the intended audience without testing. This isn’t a big deal on a small document but can lead to quality issues in large documents. The importance of testing does depend on the document, purpose, and intended update schedule if any.

One of the best ways to think about the value of usability testing is that you are doing a test run with readers to catch catastrophic issues. This is particularly useful with standard operating procedures (SOPs) or any step-by-step instructions for dangerous occupations, hazardous locations, or safety-related situations. Any document can benefit from usability testing, but technical writing failure is particularly visible with SOPs or instructions. This is critical in industries where a misunderstanding or misrepresentation of data and information can lead to catastrophic failure (loss of finances, loss of property, or loss of life).

To start testing, recruit a pool of participants that fit the profile audience of the readers you are writing for. This provides the best results. The usability testing participants, if possible, should perform the testing under the same conditions a reader would use the document. Even a single qualified participant can help identify any clarity issues a document has.

Recruit a pool of participants that fit the profile of the audience.

For students, new technical writers, or small businesses who decide usability testing is for them, I stress using a single reader to save money and time as long as the reader is similar to the intended audience. Only an organization can judge whether they need a large testing sample based on their own usability testing practices and the complexity of their document.

Whatever an organization decides to do with usability testing, remember it is a team effort with all stakeholders. No one works in a vacuum, especially technical writers. The testing process needs both management and the technical communicator’s buy-in to work. Students should use it in their work as often as they can until they get used to writing for a variety of audiences. Remember, if there is a team of technical writers and graphic artists that are designing a document, usability testing can save money by allowing any identified readability problems to be corrected quickly and efficiently before document release. Poorly written documents can reflect negatively on an organization, the technical writer, and ultimately can place a user at risk.

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Lu Kondor has worked as a technical writer for more than 20 years for major corporations. She has a Doctorate in Business Management and has worked in a large variety of organizations including entertainment, software, electric utility, manufacturing, oil and gas, chemical, and nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 14 years.

The Importance of Clear and Concise Communication

Recently I was doing a training seminar on technical communication. I reviewed what I wanted to discuss and thought about what technical communicators needed to pay attention to. Of course, the reader was the first thing that came to mind. Then I dug deeper. I realized it was how clearly and concisely any document is written for the audience reading it.

How clearly and concisely a document is written affects the reader in many ways. Readers generally skim, scan, or read word-for-word. It depends on their needs. Skimming lets a reader get an overview of the document. Scanning a document lets a reader find exactly what they are looking for without having to read the whole document.

Mainly these two methods of looking at a document let the reader find data first, such as test results, cost, statistics, or any other organized data. Usually once a reader finds what they are looking for they read word-for-word. Reading word-for-word allows a reader to pick up any details they may have missed and to get a greater understanding of what they are reading.

Technical writers turn data into information for their readers.

When creating a technical document, the first thing technical writers receive is data. That data could be test results, program code, interviews, phenomenological research, statistics, quantitative research results, or any number of other types of data. It doesn’t matter if the data is correlated, raw, or analyzed. As writers, we need to make sure when we get data, that we shape it into information so that the reader can skim, scan, or read it word-for-word.

We shape the information by organizing and presenting the data to the reader so that they can gain knowledge. Once a reader has the knowledge they need, they can then make decisions to take the correct action needed. Even if the reader decides not to do anything, the action in that case is deciding to do nothing. For example, test results show that lead levels are acceptable to government standards. No further action for mitigation is required for the report reader. They can schedule the next test if necessary.

This all comes back to writing clearly and concisely. If the writing in a document is not clear and concise, the technical writer doesn’t fully understand what they are writing. In other words, they don’t understand the data, the process, or the procedure enough to write information clearly and concisely for the document’s audience. Unfortunately, the document fails for the reader if they cannot turn the information in the document to knowledge.

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Lu Kondor has worked as a technical writer for more than 20 years for major corporations. She has a Doctorate in Business Management and has worked in a large variety of organizations including entertainment, software, electric utility, manufacturing, oil and gas, chemical, and nuclear process industries. She is an adjunct lecturer in Advanced Technical Writing as well as Information Design for more than 14 years.