TechCom Solution Equation: Focus on Roles and Tasks
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 Roles and Tasks 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 a team; this may also extend to the SME team, which generally consists of engineers that author technical content. An effective definition of methods should address all the elements indicated in the Content Solution Equation – and perhaps more – depending on the scope of services that your team provides. A fundamental agreement with SMEs and TechCom team members relates to the roles and tasks that all participants are expected to perform. Often, this Roles and Tasks definition requires several pages of detailed information that may include the “top 10” list of roles, then the “top 10” list of tasks under each role. As such, your definition may include actionable definitions for up to 100 items, as well as many more equivalent pages of content for training on each role. Just to give you a high-level idea of what is meant by Roles and Tasks definitions, have a look at the following table.
| Roles | Tasks associated with the Role |
| Co-Plan | The TechCom Manager and assigned Technical Writers (TWs) meet with Client team to define the project, which may include the content deliverables (documents, HTML, other), roles, tasks, schedule, project tracking method (tools, spreadsheet, other), authoring tools, publishing tools, repository tools and process, review tools and process, and any special considerations.
The Manager and/or Lead ensure that the SME(s) and TW(s) assigned are properly trained to perform the project Roles and Tasks. |
| Co-Develop | TechCom and SMEs agree on authoring tool (including illustrations), template, content outline, repository, and method for SMEs to enter technical content into the template. Co-Develop is a collaborative process in which SMEs may 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 is a very efficient method that can save significant time and cost.
The Project Plan defines when the TW will access the files in the repository to perform edits in the content development phase. This includes text, illustrations, tables, importing content from other applications (such as spreadsheets), and more. Client and TW will agree on how to conduct the content review process. |
| Edit | 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. |
| Review | SMEs focus on Technical Content, and TWs focus on Edit.
SME and TW agree on review method, such as create shared review PDF, send to Reviewers, gather feedback, validate feedback, and apply feedback into the content file. Typically requires additional Edit tasks following the review. |
| Deliver/Publish | Whether delivering the finished content internally (Deliver) or posting the finished content to a public-facing portal (Publish), the SME and TW will ensure the content is ready, and the TW will use the appropriate tools to perform the content delivery tasks. |
| Report | Client and TW agree on what, when, and how the project status is reported. May include Highlights/Lowlights, project or project phase completed, WIP, Not Started, Stalled, Blocking Items, Escalations, or other such categories. |
Although this exercise of carefully defining the content development participant’s roles and tasks may seem obvious, when people are expected to make assumptions on “who does what”, many inefficiencies can ensue. Optimum efficiency is realized when all variables in a Content Solution Equation are carefully defined and trained to 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!