Talk to your user?

I’ve almost completed my Master’s degree in Technical Communication, and most of the classes say the same thing. You must talk to the user to see what they need. (This may be different from what they say they want, but that’s a whole other blog post.)

I know it is rule #1 in all of technical writing – Talk to your user. You can’t create a product without knowing what the end-user needs. Yet I’ve been in multiple positions where we were so removed from the end consumer that it’s very hard to know what they really need. I’ve spoken to the client about what they need, I’ve asked to speak to the end-user, and yet the client always says that they know best. So I’ve done what any good writer does – given the client what they ask for.

But then I get some feedback (usually about 6 months later) about how the end-user liked the product I delivered. And it’s usually not as well as I had hoped. They need feature A and I was told to deliver feature B. Or they were expecting feature B and I delivered feature L – something totally different and unrelated to what they need.

And I always find it amusing that the client comes back to me and expects me to take the blame for this. Because it’s my fault that I delivered what I was told to deliver, instead of what the end-user needed.

What do you do in a situation like this? How do you explain to the client that you really do need to communicate with the end-user? Please leave your opinions and comments below – they’re always welcome!


Links for the week

Breaking Free of your Comfort Zone by Communications from DMN

If Technical Writers Worked in Marketing by The RoboColum(n)

The Best Browser Is the One You Have With You by A List Apart

Larry Kunz – A Technical Writing Interview at Technical Communication Center

Technical Writing World

I wanted to give a great big shout out to Technical Writing World.

It is a social group for Technical Communicators – but anyone can join. I find that I learn something new every day, and it is a very valuable resource – a wealth of information. There are members from all over the world, which puts an interesting slant on the conversations – you know you’re truly getting a global view on any topic. And while I might not log in every day, I do check it every day – and I’m sure I’m not the only one who does this.

There is a list of blogs where you can read about the latest trends and thoughts about everything from single-sourcing and DITA to Wikis and Web 2.0. I check this list (the TechComm Superfeed) every day, and learn more about the latest trends, trials, and tribulations than I do in my college classes. (Don’t misunderstand me; I’m learning a ton of stuff in my classes, but the latest topics and ideas area always here.)

There is a terrific community there, where people ask questions and anyone with an answer can and will answer your question. And you can ask anything – from tips and tricks in a word processing software, to the latest theory in online help and how to integrate comments into your help. And there’s never a lull in the conversation – I check it about 3 or 4 times a day, and there’s always something new that I didn’t read before.

So if you’re looking for some information on technical writing, or another community to join that relates to technical communications, be sure to check out Technical Writing World. I know it’s someplace that I feel welcome and not afraid to ask anything, and it’s definitely a place where community is the best asset.

Is there a spell check on this thing?

Maybe it’s just me. Maybe it is tech writers in general. But I know it annoys me to no end.

What am I talking about? When I read blog posts (OK, anything published) that are chock-full of spelling errors.

Spelling errors are simple mistakes to prevent from being published. There’s something called a Spell Checker that looks through your post and makes certain that everything you’ve written is spelled correctly. It’s usually a button with a check mark and a little “ABC” on top/inside the check mark.

I read a lot of different blogs. And most of the ones I read are pretty good. But every once in a while I come across one that has too many spelling errors to continue reading. That’s when that blog gets crossed off of my list.

What’s your opinion? Do you notice spelling errors?

– Bridget