TechCom Solution Equation: Focus on Process
A previous TechCom article introduced the Content Solution Equation and the primary variables:
SOLUTION = Content Types + Authoring Tools + Repository + Roles + Processes + People + Governance
This article is a more detailed discussion on the Processes that you define for your content developers, which includes the Subject Matter Experts (SMEs), Editors, Reviewers, and Publishers.
The Technical Communications (TechCom) Manager is ultimately responsible for defining the content development methods that are used on the team; this may also extend into the SME team, which generally consists of engineers that plan, author, and review technical content.
An effective definition of methods should address all elements indicated in the Content Solution Equation – and perhaps more – depending on the scope of services that your team provides. A fundamental agreement between SMEs and TechCom team members relates to the processes that all participants are expected to perform. Often, this Process definition requires the roles and process steps, as indicated below.
| Roles | Process Steps |
| Co-Plan | 1. TechCom Manager and assigned Technical Writers (TWs) meet with Client team and define the project. 2. Define roles, tasks, schedule, project tracking method (tools, spreadsheet, other) 3. Identify content providers, editors, reviewers, publishers 4. Identify the content deliverables (documents, HTML, other) 5. Agree on content outlines 6. Agree on authoring tools (including illustrations), template, publishing tools, repository tools and process, and any special considerations. 7. Manager and/or Lead ensure that the SME(s) and TW(s) assigned are properly trained to perform the project Roles and Tasks, and can follow the process. |
| Co-Develop | 8. SMEs and TWs collaborate such that, instead of SMEs creating illustrations, for example, they describe what’s needed and the TW creates them. The same process may be used for certain text and tables. The SME can ID the content that can be reused from other sources, and the TW can incorporate it. 9. The SME can assign content creation tasks to the TWs in “real time” vs creating a first draft then “throwing it over the wall” to TWs. This reduces engineering time and TW rework time. When done well, this efficient method can save significant time and cost. |
| Edit | 10. SMEs and TWs agree on the edit tasks, such as for grammar, format, legal (Trademarks and Brands, Disclaimers, etc.), terminology, and final production edit. Technical accuracy is addressed in the Review process. 11. SMEs and TWs also agree on when these edit functions will be performed. Sometimes SMEs only want legal and format review to be done at first, and grammatical edit later. |
| Review | 12. SMEs focus on Technical Content, and TWs focus on grammatical edit. 13. SME and TW agree on a review method, such as shared PDF review. 14. TW manages the review process, gathers feedback, validates with SME, and applies edits to the content. Typically three or fewer edit cycles are performed. |
| Deliver / Publish | 15. Whether delivering the content internally (Deliver) or posting to a public-facing portal (Publish), the SME and TW ensure the content is “final.” 16. TW uses the appropriate tools to perform the content delivery tasks. |
| Report | 17. Client and TW agree on what, when, and how the project status is reported. 18. May include Highlights/Lowlights, project or project phase completed, WIP, Not Started, Stalled, Blocking Items, Escalations, or other such categories. |
When the Planning (or Co-Planning) process is done well, the participants work efficiently with clear definition of roles, tasks, and processes. As the SME and TW teams work together over time, optimum ROI is realized and product development cycle times are often reduced. When SMEs can spend less time on content and more time on engineering by delegating their content tasks to TWs, quality content is often developed sooner, with less time impact on all participants.
PTIGlobal consultants have years of experience with human-readable content and optimizing the toolchains required for content development, revision control, archival, and publishing. This is true for content localization, technical documentation, and marketing documentation.
If you are considering improvements to your methods for content plan, develop, reposit, reuse, localize, and publish goals, contact us!