TECHNICAL DELIVERYAN EXPANDED ROLE FOR TECHNICAL COMMUNICATORS

Todd DeLuca@TechCommTodd@STCNewEngland

#techcomm

WHY ARE WE HERE?• Where can we expand our reach?• Further in the company• Closer to customers

• How do we increase influence?• Provide more service• Help others (make it easier for them)

WHO AM I?• Tech Comm Manager

(Black Knight Financial Services)

• STC Associate Fellow• STC Community Leader• STC Summit Chair• Presenter & Speaker Todd DeLuca

@techcommtodd

WE HAD A PROBLEM• People did not know when documentation was

updated or created.• Technical writers were not responsible for

sharing or providing content to customers.• Tech Comm team was dependent on others to

notify people and share links.

#techcomm #techdelivery

@techcommtodd @stcnewengland

Does this Sound Familiar?

#techcomm #techdelivery

@techcommtodd @stcnewengland

If there was a problem…

WHAT WE DID

• Decided to research the problem.• Talked to stakeholders.• Checked content locations to make sure content

was accessible and could be copied or retrieved.• Made sure content links weren't 'broken'

WHAT WE LEARNED

• Writers produce good, timely content.• People were not looking for updates themselves

and did not know where content was posted.• People were not alerted regularly.• There was a communication gap.

#techcomm #techdelivery

@techcommtodd @stcnewengland

#techcomm #techdelivery

@techcommtodd @stcnewengland

Not this Gap

#techcomm #techdelivery

@techcommtodd @stcnewengland

Have You Had Similar

Problems?

HOW TO FIX IT

• Alert others to documentation changes.• Keep audience informed and up to date.• Do not leave responsibility with others.• Technical communication team takes content

closer to users and customers.

PRODUCT DELIVERY REPORT

• New Tech Comm team deliverable.• Produced and published every week.• Sent direct via email to staff (internal). • Broad distribution (everyone gets a copy).

@techcommtodd @stcnewengland

#techcomm #techdelivery

@techcommtodd @stcnewengland

#techcomm #techdelivery

Stand & Deliver

#techcomm #techdelivery

@techcommtodd @stcnewengland

Do You Do Something

Like This?

WHAT'S IN IT?

• List of recent documentation changes• Includes new and updated content• Document post date and description• Links to documents in file repository

(to retrieve or copy)

SAMPLE – PRODUCT DELIVERY REPORT

Click Image to download sample file

SAMPLE – CLIENT PARTNER REPORT

Click Image to download sample file

WHAT’S NEW?

WHAT'S THE RESULT?• People like it! Makes their job easier.• Everyone is informed and current.• Fewer questions about status or location

of documentation (less support).• Regular and reliable updates (predictable).• Increases visibility of content.

#techcomm #techdelivery

@techcommtodd @stcnewengland

What Benefits Do You See?

OTHER BENEFITS?• Added value and service from the Technical

Communication team.• Doesn't take much extra time or work.• Boosts profile of technical writers.• Expansion into other areas and reports.• Connections with other teams and clients.

#techcomm #techdelivery

@techcommtodd @stcnewengland

#techcomm #techdelivery

@techcommtodd @stcnewengland

Celebration

WHAT DO YOU THINK?

• Do you get similar questions or requests for updates about your content?

• Can you see your team producing a similar report?

• How might this benefit your group?

WHO IS TELLING YOUR STORY?• How are they reporting your work?• Who are they telling?• Is everyone being informed?

TAKE MORE CHARGE – DO IT YOURSELF OR PROVIDE THE CONTENT

QUESTIONS?

@TechCommTodd #STCInterchange2016

That’s the Way I Like It

Uh Huh, Uh Huh

MORE INFORMATION

• Content based on STC Intercom article, published October 2015

• intercom.stc.org

THANK YOU!Contact Me• LinkedIn: techcommtodd• Twitter: @techcommtodd• Mail: techcommtodd@gmail.com