Things that Technical Writers Need to Provide (Part 1)

A recent discussion on the Technical Writer group at LinkedIn asked how to explain to a client that a technical writer need not be an expert in the subject matter of the manuals. As technical writers, we have to be learners, but we usually do not begin as experts in the scientific topics we cover. However, we must be:

• Experts in interviewing the subject-matter expert (SME). In other words, we will have researched the topic, formulated intelligent answers, created ways to keep the SME engaged in the conversation, envisioned ways to calm a nervous SME, and organized methods to assemble the information into a helpful document.
• Fluent in speaking to and for the user. As we interview the SME, we must inject questions that the user would ask. As we write, we need to describe the steps of our procedure with the audience's education, technical expertise, and culture in mind. When in meetings, we need to represent the user among the engineering and programming experts. When observing in the design lab, we should bring results of recent usability research. To do these things, we must know the audience. Whether this knowledge comes through conversations with the sales force, through direct-response cards inserted into our manuals, or via social media accounts created for the promotion of our company, it does not matter.
  
  Likewise, as we speak to the reader through our document, we must write with a consistency that promotes user understanding. In other words, we must use one term for each piece of hardware or software that we document. We must resist the temptation to use "fastener" and "clip" for the same piece or switch between "clicks" and "taps" in the same procedure. To ensure this consistency, many writers assemble a glossary and stick to its terms. Additionally, compiling a glossary creates a valuable tool for translation and localization (which brings us to the next point).

To be continued.