Technical Writing : Non-Technical
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Technical Writing : Non-Technical
Writing Technical Non-Technically
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An Open Invitation Collaborating Facebook Users for Improving Product Documentation

I have come across a beautiful blog maintained by Tak Wing, a dedicated and devoted employee of Facebook. He is the moderator of the Official Facebook Developer Forum.


His current post is a perfect example of collaborating users in improving the product documentation and its quality. It also indicates that there is need to fix common errors related to formatting, dead links, and adding the missing information using some tools and technologies. Read:


Two weeks ago, his post mentioned there are people who are able to perform some of the things with Facebook that are not documented or documented somewhere where it is not noticeable. Humbly, he writes to users "spend some time reading the doc and try to co-relate every piece of information that you have read!" Read:


Again, technical writers have an issue of how to keep pace in documenting features with rapidly evolving product. A strong indication towards streamlining the documentation process.


To sum up, his post reflects how customer support, and product users can collaboratively help technical writers in improving product documentation.

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Intelligent Content For Technical Writers at Intelligent Content Conference 2012

Intelligent Content For Technical Writers at Intelligent Content Conference 2012 | Technical Writing : Non-Technical |

A great opportunity to gain intelligent content, and meet intelligent people of the industry.


In the coming year 2012, the Rockley Group brings the 4th Intelligent Content conference, on February 22 (day full of hands on workshops), February 23 and 24 (days filled with presentations, case studies, and discussions) at Hotel Zoso in Plam Springs, CA.  


They have grouped the conference presentations into three categories that help you in deciding which one to attend or mix and match from all the three categories.
(1) It’s About The Content – check list of presentations

(2) Mobile Applications and eBooks –check list of presentations

(3) DITA Summit –check list of presentations

Over and above, there are some exciting keynote and featured presentations on February 23 and 24.

*Collaboration Nation – Kristina Halvorson
*The Discipline of Organizing – Robert Glushko
*Future-Proof Content Through Ubiquitous Content Delivery - Rahel Bailie
*The Value of Standards and Intelligent Content – Michael Smith
*The Convergence of Search, Social, & Content Marketing - Arnie Kuenn
*From Tactile to Mobile: The Reinvention of Content Experience and Engagement – Josh Koppel
*XML Without Tears – Joe Gollner


Read the full article:

To register:


PS: Do not forget to check Tom’s blog as I am sure sometime later he would be giving a free ticket, and to win that you just need to leave a comment explaining “what is Intelligent Content?” in your own words.

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Technical Writing in an Old Paradigm - Fire and Forget

Technical Writing in an Old Paradigm - Fire and Forget | Technical Writing : Non-Technical |

Great illustration and simply explained "Old Paradigm" that technical writers followed for managing documentation. :)

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Five Commands for Technical Writers to Create Effective Software Documentation

Five Commands for Technical Writers to Create Effective Software Documentation | Technical Writing : Non-Technical |

The current post from Blue Mango Learning Systems is a purely refined list of commands that when put in action while communicating through documentation to customers, would help technical writers in achieving the two main expected goals-helping customers and business by answering their queries and driving product adoption respectively.

The five commands are:-

(1) Follow the Goldilocks principle which states that “something must fall within certain margins, as opposed to reaching extremes.” It can be followed in three steps:-

*Provide users with information that is needed and completely balanced to fulfil their tasks. The information should not be too little or too much for performing a task.

*To provide balanced information, establish balanced relationship between scope and detail in your documentation/help articles. Greg DeVore has embedded a video explaining how to establish balanced relationship between scope and detail.

Check the video:

*Remove caveats. Write your documentation for majority of your users. Greg DeVore has explained it clearly in the below lines.
“We personally believe that, in many cases, it is better to have less detailed documentation that is not technically “complete”. What do we mean by that? There may be something you are documenting that has one caveat that affects 1% of your users, another that affects 2%, etc. If you put all of those caveats in your documentation you create a cluttered mess.
You have therefore made you documentation useless for everyone.
What is the point in that? Write your documentation for 90% of your user base. Then create a separate section for those niche cases, a section that the 90% never need to see.”


(2) Connect the dots/think like a GPS:
Create documentation which should work like a Global Positioning System for users-a path connector between the point/dot where the user is and the point/dot where the user desires to reach. It should be straight, and focussed on completing the task, telling your users how to do it.



(3) Tie your documentation with velcro, not cement:

Write and package your documentation in a way so that it can be reused, reconfigurable and adaptable in different forms. Delivering a PDF manual or providing all information on one web page just cements the information and decreases its efficiency. Users seek answers of their questions. They are interested in specific portion of the manual/help, and they want it in the form of url.

(4) Use pictures: 

Even if the text based information is clear, technical writers should use pictures to increase the effectiveness and help customers to immediately determine: -

*If the information provided is meant for them: Just a glance on the pictures help customers to figure out from which point the article starts, what part of application it explains, and what will be the outcome on performing the task by seeing the end result.

*If the information provided is current or updated or of the same version of the software that the user is using.


(5) Do it, don’t finish it/ Keep communicating /Plan not to plan: 

Last but not least, and the most important command that I liked in the whole article. True, the moment the project arrives; technical writers find themselves busy in preparing the plan, executing it, and finishing it. The last command “Do it, don’t finish it” completely opposes it. It says, documentation is a communication tool, and it should never stop as long as the product is evolving and customers have questions.
And, the way this command is extended further in the article, I have got a different and probably better understanding of what it wants to convey. In an indirect way, it says communication never stops as long as customers have questions, and those questions are always unplanned. Therefore, “Plan not to plan”. Let customers plan what technical writers should document. Technical writers should create manuals answering the questions asked by customers. Questions that are not asked by customers falls in the category of “plan not to plan”. This strategy would help writers to avoid writing content that customers never need or use.


Read the full article:

Do not forget to check the embedded videos. They add clarity in explaining the article.

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From Technical Documentation Town to Engagement City

A superb video narrating a story how Tom realizes that the old practices followed for creating technical/product documentation are inefficient in meeting primarily two concerns-social collaboration and customer engagement-of the current business demands. Further with the scope of improving it, Tom moves step by step in the Product Content Maturity model (a methodology introduced by SDL) transforming the same unexciting and irksome product documentation into engaging product content. 


The five stages of the Product Content Maturity model are: 



Read in detail:


Read or download information about the Product Content Maturity model:

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New Evolving/Changing Roles of Technical Writers

New Evolving/Changing Roles of Technical Writers | Technical Writing : Non-Technical |

As companies have started discovering documentation as an opportunity to meet the present day requirements, Corey Ganser, underlines “new evolving/changing roles of technical writers / communicators, and breakdown of these changes into phases.”

Five takeaways from the presentation -:

1. Three stakeholders-Company, Customer, and Technical Writers¬care about content


2. Documentation is seen as a present day opportunity to:
    * Execute the product in a strategic and successful way
    * Increase corporate productivity
    * Identifying customer needs through analytics

3. Hence, new evolving/changing roles of technical writers’ are:
    * To serve as a strategic benefit to the organizations’ marketing, sales, support, and product departments
    * To build community around documentation

4. Therefore, through documentation the technical writers should be able to:
     * Fix customers’ problem following the best practices
     * Help customers’ to self serve
     * Provide up-to-date information about the product features and functionalities before product release
     * Decrease support cost
     * Provide product and career enhancing knowledge
     * Build expert product users
     * Build loyal customers
     * Turn customers into references
     * Provide social interaction to customers around product documentation
     * Provide a common platform for collaboration
     * Generate feedback from customers
     * Search Engine Optimize the content
     * Provide web analytics of the traffic around product documentation and customers’ behaviour and need regarding the product
     * Gather information from SMEs and customer support team by collaborating around product documentation
     * Expand tech writers’ role beyond the tech docs department by helping sales and marketing team to gain intelligence about the product


5. Breakdown of these changing roles into phases:
    Phase 1 - Identify Platform/Tools/Technology
    Phase 2 – Branding, Community accessible, and capture feedback and analytics
    Phase 3 – Extend documentation into Product/Site/Service (Integration)
    Phase 4 – Target achieved



Do not forget to view the presentation:

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Open Source Tools Empower Technical Writing on a Shoestring

Open Source Tools Empower Technical Writing on a Shoestring | Technical Writing : Non-Technical |
How can you, as a technical writer offer top-notch documentation and help materials on a tight budget? Chantel Brathwaite looks at open source production tools.
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5 Ways Technical Writing Contributes in Product Marketing

5 Ways Technical Writing Contributes in Product Marketing | Technical Writing : Non-Technical |

One of the best articles from Mike Puterbaugh. And, I fully agree with his viewpoint that "GREAT PRODUCT DOCUMENTATION IS MARKETING'S SECRET WEAPON."


As the article is full of rich content, it won't be fair if one tries to pick out important lines. Still, I curate the best lines from the introduction part, later, re-emphasized elaborately in points, but worth quoting.

"Documentation is the language that accompanies a product, often outlining its development, design, technical language and marketing strategy in clear, definitive terms."

"Good documentation won’t comprise a cost, but rather, a profit. Furthermore, it’s an SEO godsend. Documentation can indicate how to evolve products and spark cross-functional communication. It can reveal holes in the sales funnel that otherwise would have eluded you."

"Documentation can put you into contact with prospective investors and customers alike. And while much of marketing can be asynchronous and speculative, documentation remains reliable and predictable."

How 5 Ways Technical Writing Strategically Contributes in Product Marketing?


1. Credible Language


"Documentation can be your best bet as a source of leads."


Paraphrased line: Integrate documentation into your marketing automation system (Omniture, Eloqua or Marketo, for example) to enhance communication about your product’s features and benefits, and ultimately demonstrate how well your company understands its market and target customers.


"Use documentation as a gauge for company seriousness and dependability."


2. Search Engine Optimization


"Documentation should be granular, but also social and searchable. The best documentation contains both generalist and specialist material, designed to engage each intended audience."


Paraphrased lines: Documentation should be keyword-rich, densely and deliberately linked, expertly structured, fresh, social, collaborative, frequently updated, and Google-friendly. It ensures steady traffic and save unnecessary stress and upkeep.


3. Cross-Functionality

"Company documentation makes for better cross-department communication and collaboration. It forges connections among product, marketing, services and support. Therefore, it’s strategic for everyone."


"Documentation can get your SEO and your product team talking in ways they never have before. The same goes for support, PR, services and tech teams."


4. Community Building


"Documentation is a company’s lifeblood."


Paraphrased line: It presents an opportunity and a wonderful way to create a community and congregate consumers around your product or service.

"Documentation sits at the bottom, forming the foundation of interaction. From it, all further engagement flows — interactions can span over social media, to more monolithic, top-down content, and eventually evolve into emails and phone conversations."


5. Identifying Needs


"Documentation should contain analytics — there is no greater company intelligence. Ideally, analytics consist of correct, statistically significant signals that reveal cause and effect, with which you can reliably make decisions."



"Documentation is a collaborative tool-a link between internal departments and external audiences. Collaboratively creating documentation content drives down costs and makes the task less daunting."


Paraphrased line: Documentation can inform, in an automated way and in less long term work, all those functions, services, and great work that your company is performing through the product. 


Hence, there is need to undertake OPTIMAL DOCUMENTATION which ultimately gives COMPETITIVE ADVANTAGE and LONG TERM GROWTH.

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LinkedIn Discussion: "Do you still find the Society for Technical ...

LinkedIn Discussion: "Do you still find the Society for Technical ... | Technical Writing : Non-Technical |
LinkedIn Discussion: Do you still find the Society for Technical Communication (STC) valuable? ... LinkedIn Discussion: “Do you still find the Society for Technical Communication (STC) valuable?” Powered by Max Banner ...
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Live Data About How Customers Respond to the Information Provided by Technical Writers

If you think that again I have an article from a technical writer, then probably you just got it wrong.


I see it as a live data about how users/customers respond to the information, which technical writers provide them. And, if you really care about how the picture would be if technical writers provided a platform for social interaction/collaboration around the product documentation, then this article is "Must Read" for you.


Story building from the article -


Identifying the needs of customers (Friendship Manor residents) about learning technology and putting it into use, a group of Westminster College technical writing students planned and executed their strategy by conducting weekly classes-every Wednesday-with two hours of instruction-for 10 weeks-for seniors and people with disabilities-at the apartment complex-to fulfil customers' need.


"The Westminster College technical writing students' interaction with the seniors became the basis of "Computer Friendship," a 300-page manual that covers everything from turning on a computer to creating a Facebook account. The book was written by Seifert's 410 Technical Writing class specifically for the Friendship Manor audience."


Now, live data exactly quoted from the article starts in the form of feedback that technical writers generated from customers on providing a common platform for social interaction/collaboration.


Note: To exemplify, we need to consider "face to face social interaction between technical writers and customers (Friendship Manor residents)" as a platform. In the real picture comprising technical writers, company, and customers, the platform would be a technology tool.


1. "Do you have anything in the book about Twitter?" asked 77-year-old Reyes G. Rodriguez. [Users' look for their specific need]


2. Rodriguez, a retired priest, was hardly a technological novice. "I was already on the Internet, Facebook and email," he said. [Users' share their personal achievements]


3. But the classes enabled Rodriguez to learn more about how his computer worked. "There was a lot of terminology I didn't know," he said. [Knowledge gained]


4. Beyond the instruction, the regular contact between the college students and the seniors created community. [Rapport building/Community building]


5. Laura Ward, a Westminster student from Idaho, met a Friendship Manor resident who had been friends with her grandparents. [Catching loopholes]


6. Another Westminster student, Nick Christensen, made "house calls" to the apartment of a 97-year-old Friendship Manor resident to ensure he could email his grandchildren. [Personalized attention from technical writers to solve user's problem]


7. Lydia Whipp, 86, said the instruction "opened up a new world." [Customer's behaviour toward the information]


8. She's learned to download music, to search the Internet and play new computer games. [Expert product user and Self-serve]


9. "Wow, you have all that information out there," she said. [Relevant and up-to-date information-Customer satisfaction]


10. "I did email. I knew a few of the basics. I don't do Facebook, but I've learned a lot about it. I might try it," she said. [Self-qualifying leads]


11. Rodriguez said he was impressed with the humanity of the Westminster students."These people have been absolutely marvellous," he said. "They have been kind, considerate and patient." [Fulfilled emotional needs - human needs]


12. Montero said the experience taught the students patience and to communicate instructions in an effective manner. [Technical Writers' learning experience from the customers]


13. The one-on-one instruction helped the seven students refine their contributions to "Computer Friendship." [Contribution to the documentation]


14. "I'd like to thank all of you for letting us come in here and be part of the Friendship Manor community," Christensen said. [Target achieved]


To me it sounds great.



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STC Student Chapter gets national recognition | The Lode at ...

STC Student Chapter gets national recognition | The Lode at ... | Technical Writing : Non-Technical |
The Society for Technical Communication (STC), the national organization the student chapter is under, is considering Tech's student chapter to host a webinar for other student chapters across the country to watch and learn ...
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Challenges for Technical Writers When Updating Documentation for Integrated Systems

Challenges for Technical Writers When Updating Documentation for Integrated Systems | Technical Writing : Non-Technical |

Try to read this post from a technical writers’ point of view, and you will find it relevant.

Here, Phil Simon states how following the information management chain for integrated systems could be a big challenge. Explaining it from an engineers' point of view, he writes “making a change in one part of an application correctly-but unexpectedly-caused changes in some other areas.” Sure, most of the times it’s like Pandora’s Box. Exactly the same happens when technical writers update documentation for such applications.

As following the information management chain (Problem =>Cause=>FIX) in one area of a product creates fallout in some other areas of product, following the same chain for updating documentation of that particular area of product creates the possibility to update documentation of all those areas of product where the workflow is affected.


The article ends with the conclusion “In almost all instances, integrated systems and applications are far superior to their standalone equivalents. Lamentably, far too many organizations continue to use and support multiple and disparate legacy applications because of one reason or another. While I’m hardly a fan of multiple systems, records, and applications, oddly, there is often one major benefit to these types of data silos: the IM Chain may cease to exist.”



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Notes from “How Social Media Is Changing Communications ...

This is a list of references to source material and further reading to accompany my presentation on “How Social Media Is Changing Communications” presentation to The Society for Technical Communication of the Palm ...
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Authoring Tool Now Publishes Manuals and Documentation Directly to iPad and iPhone!

EC Software has brought the most exciting release of Help+Manual.


From the article: “People are now using stationary computers less and less,” says EC Software CEO Alexander Halser. “We’re living in a mobile world, and that’s why Help & Manual 6 now produces documentation that can be displayed directly on the iPad and iPhone.”


The other major new features and improvements are:
**Optimized user interface with reintroduced File menu, and added Tabbed editing
**New WebHelp 2.0 that uses a HTML5-based layout with integrated support for JQuery JavaScript framework


"Help+Manual is an XML-based help authoring tool online help and user manuals. Enter text and the Help & Manual converts it into ready-to-use Windows help files, web-based interactive help, PDF manuals, eBooks and more. All the complex conversion work is handled by the program – no specialized skills are required. The user interface is similar to that of a word processer, making it easy to learn. Texts are organized in topics, which are displayed in the same table of contents that the user will see later."



Check the Help+Manual website to read more about the latest release:

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Emotions Got to do Something With Technical Writing/Communication

Emotions Got to do Something With Technical Writing/Communication | Technical Writing : Non-Technical |

A thought provoking post from Ray Gallon about “how emotions balanced with humanism and science, in technical writing/communication can bring rewarding experience to our product users” on attending the 12th Consciousness Reframed conference.


In his words “the gestalt of the conference is to avoid being boxed in, either by a purely materialistic idea of science, or by a totally spiritual approach that excludes more “rational” or traditional scientific methods.”


With an instance of Jill Bolte Taylor, a Harvard-trained scientist who suffered massive stroke in her left brain, explained her experiences emotionally, scientifically, humanly, socially, physically, and mentally throughout up to the time of recovery, in her book “My Stoke of Insight” which was New York Times best seller; Ray proves that emotions if balanced properly with other facets of the subject, can communicate the message effectively to users.


He writes “There is an incredible lesson in these types of experiences for us technical communicators. Jill Bolte Taylor wrote a book that was a New York Times best seller. It was about her own brain. It is full of technical and scientific information that, at times, can be extremely complex. Yet her book was a best seller. She didn’t get to have a best seller by going into great detail to explain the intricacies of brain function. She got to have it because she told a powerful, human story.”

My two takeaways from the article; the objective of the conference itself:
(1) “We can raise our level of consciousness using a combination of scientific research and mental and spiritual discipline.”

(2) “Artists are social researchers and socializers of new technologies, and that an artistic regard towards the planet and human existence is as useful as – and is a parallel activity to – scientific investigation.”



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Two Upcoming Webinars for Technical Writers

No doubt, major changes are visible in traditional roles of tehnical writers. In the current business enviorment, they are responsible not only for creating documentation but also for building customers and indirect product marketing. Achieveing these two targets is a big challenge.If you want to prepare yourself for this challenge, then you may think of attending the following two upcoming webinars:


(1)How-to guide for creating global-ready content that works - on 8th December, at 1:00 PM EDT.

To read and register:


(2)The Trifecta of Findability: Content Marketing, Socially-enabled Content, and Search-ready Writing - on 9th December, at 1:00 PM EDT.

To read and register:

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HelpIQ Releases Cloud-Based Help Authoring Tool For Technical Writers

HelpIQ Releases Cloud-Based Help Authoring Tool For Technical Writers | Technical Writing : Non-Technical | press release has published an article about launching of HelpIQ help authoring tool. It tells about the product features and underlines feedback received from its users. To gain more knwoledge, I checked HelpIQ website and product feature tour. 

Within a year, Brett Ryckman with a team of not more than ten employees, performed extensive research and tested collaborative web 2.0 tools such as wikis, blogs, and forums with an intention to build and provide technical writers with a cloud-based help authoring tool meeting all the requirements of current business demands as follows:

• Easy to create and manage custom-branded help-documentation website
• Wiki-Like interface with a table of contents and index
• WYSIWYG editor
• Video and rich media

• Web-based tool (nothing to download, install, or setup on desktop)

• Embeddable context-sensitive help such as tooltips, overlays, and pop-ups
• Multi-user collaboration
• Instant topic feedback and ratings
• Analytics
• Professional-grade help desk system

A line from the published article-“We made HelpIQ work like WordPress," said Ryckman.

Check product feature tour:


Read in detail about product features:


Read full article published on

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How You Learn Style Guide OR How Users Learn Product Documentation/Help

How You Learn Style Guide OR How Users Learn Product Documentation/Help | Technical Writing : Non-Technical |

Technical writers always complain "End-users read product documentation to find answers of their specific questions. They do not read page to page."


On reading the current post, I was asked "How and when do technical writers read a style guide?" or "How and when do people read a dictionary?" It's a reference book for us, but how many of us could imagine our lives without dictionary/reference book? The same view should be given to product documentation because it serves as a trusted, up-to-date, organized, and structured, dictionary for end-users.


The blogger has wonderfully explained "How technical writers should use a style guide?” Hiddenly, it also answers "How end-users should use product documentation?"


From the article-the answer to the above question- "The key is familiarize, not memorize."


Technical writers should thoroughly check the table of contents and the index, and skim through the style guide to understand the content structure and organization. Once they are familiar with the style guide; it would be easier to use.



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Improve Your Technical Writing…Study Engineering Writing ...

Imagine that you are the new kid on the technical writing block: the new employee, the recent graduate, the contract employee, or the transfer from another division. You have just received your first writing assignment.
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Documentation in a Collaborative World: What We've Learned - WritersUA

Documentation in a Collaborative World: What We've Learned - WritersUA | Technical Writing : Non-Technical |
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Immediate Future for Technical Writers

Immediate Future for Technical Writers | Technical Writing : Non-Technical |

If you are excited to know immediate future for technical writers, Patrick writes "with the increase in use of technology, comes the increase in the demand for technical writing jobs." The article content is not well organized; however, it brings facts and statistics that justifies in the immediate future technical writers will be in more demand than the current scenario. Paraphrasing his article, the following are reasons:


**Competitive environment and economy downturn: Already made Congress to pass the broadband technology stimulus package to boost the U.S. Economy. The same reason is also causing companies to consider any means to increase their competitive edge. A new innovative technological method such as Cloud Technology that enables data center on the internet allows companies to pay for only what they use.


**Domino effect which is clearly visible in information technology since beginning: Broadband technology stimulus package passed by congress in 2009 brought technological advancements in broadband technology, which further continues to improve advancements in other connected areas. Majorly, it improves internal infrastructure, adding to effective data movement, and more integration between various applications.
Read “Growing Fibre Internet in Rural America: A Stimulus Success Story”


**Increase in popularity of smartphones in conjunction with social media: “According to Online Marketing Trends study, smartphones usage has increased dramatically over the past 3 years whereas feature phones has in the same rate, decreased dramatically, and this movement in usage is projected to continue, especially with the new 4G in place now and soon to be 5G technology for smartphones.”


Watch IPAD videos:

Finally, due to the simple need to document usage of above technologies there will be demand for technical writers.


Read full article:

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Corel Wins Award of Excellence from Society for Technical ...

Corel Wins Award of Excellence from Society for Technical Communication (STC). by on August 30, 2011. Corel Wins Chοісе οf Excellence frοm Society fοr Technical Communication (STC). STC Winner banner.
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Kennesaw State University programs train technical writers - Atlanta Journal Constitution

Kennesaw State University programs train technical writersAtlanta Journal ConstitutionYou don't need the imagination of Stephen King to be a technical writer.
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Large, Medium, or Small: What's Your Best Working Environment ...

So how do you know if you, as a technical writer, are going into a small, medium, or large business? Well, you can do the research online, or it might even say in the job posting. Or, given this murkiness across industries and ...
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How technical writing committees keep things moving | All about ...

How several times have you observed excellent concepts fall by way of the cracks as higher priorities steal your team's consideration? Technical producing teams.
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