You can be an effective leader, regardless of your position. These 7 habits go beyond the basics of developing good content, to answer this question:
As a technical communications leader, at any level, how do you influence the work environment, improve the processes, and educate the people to make continuous improvement possible?
1. Be a Customer Advocate
While you may have less product knowledge than an engineer, you can view the product from a user’s perspective. Share your input and advocate for product and process improvements. Support similar efforts initiated by others. Focus on quality.
2. Advocate for Process Improvements
Process improvements can benefit everyone on the team, and improve product quality. Can the quality assurance team test the documentation? Can technical writers edit the user interface text and error messages? Can written documentation reviews become a factor in the performance evaluations of all product team members? Would documentation review meetings improve quality?
3. Care About All Customer-visible Content
If you’re only writing the customer documentation, there is a chance that no one with your skills is editing other user-visible content. Even if you cannot edit this content, you can educate others about key technical writing practices. For example – One concept, One term – each word should be used to mean only one thing. This avoids user confusion, and saves translation funds. Another key technical writing practice: short sentences.
4. Be an Effective Intrapreneur
Think about how to create change – look before you leap. Understand the who, what, and how of change. Who are the key stakeholders and decision-makers, and what motivates them? What do they care about? How can you best bring them on board? What are their backgrounds – cultural, professional, educational? Start with curiosity. Listen. Discuss. Ask questions.
5. Know Your Audience
What do you know about the users – education levels, roles? How do they use the product and access the documentation? What percentage read the documentation in English? Collaborative efforts with other teams can aid your research. One way to learn more is to conduct a user survey. While gaining approval can be an uphill battle, the insights gained from a well-designed survey can make the effort worthwhile.
6. Promote Appropriate Technical Communications Methodologies Gently
Not every organization needs to use the latest methodologies. What worked elsewhere may not work for your team. Bring others along with you – educate and involve engineers, quality assurance personnel, marketers, and product managers in assessing and exploring new methodologies. For example, some organizations can benefit from adopting topic-based authoring, without XML or DITA.
7. Keep Perspective, and De-stress
Mistakes provide tremendous opportunities for personal and organizational growth, including improved processes, communications, and skills. Accept these moments and make the most of them. Learn from successes and failures. Remember that what is truly irreplaceable is human life. Learn what you need, and what your coworkers need, to reduce and relieve stress.
Consistently practicing these 7 habits will support your development as an effective technical communications leader, continuous process improvement in your organization, harmonious work relationships, and improved content and product quality. Be the change you wish to see.
You may also like:
- Infographic – 7 Habits of Highly Effective Technical Communications Leaders
- The First 7 Habits of Highly Effective Technical Writers
- Infographic – 7 Habits of Highly Effective Technical Writers
- Why Do We Need Good Technical Writers?
- Global Content Collaboration: Making it Work
- Infographics: 7 Elements of Respect
- A Motivating SLAP!
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Testimonials“After Symantec acquired Brightmail in 2004, Barry played key roles in integrating the information development team and their content into Symantec’s then-developing Unified Content Strategy. Barry [Saiff]’s experience, product and content knowledge, and leadership qualities helped the Brightmail team to become a trailblazer within the company. The processes, tools, and practices they helped to develop for content management are used throughout the company, thanks in large part to Barry’s participation in numerous cross-departmental teams. Barry is a natural leader who can effectively contribute to any endeavor. He has a passion for serving customers that drives him to create and evangelize process improvements and to collaborate effectively with diverse groups and individuals. I would be glad to work with Barry again.”
Alexia Idoura (nee Prendergast)
Senior Manager, Symantec
February 16, 2011
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