Exploring Learning

Quick learning is an important characteristic of a technical writer.

A Technical Writer is a good Learner more than a reader. Learning skill helps to understand the technology and concepts efficiently and thereafter transform the content in to a simpler format. Irrespective to the subject, a technical writer should be capable to narrate it in such a way that the reader should not feel that the particular subject is written by a novice.

A good Technical Writer places himself/herself in the shoes of the customer and prepares a list that includes all possible questions. A good writer differentiates the customer based on the following types:

1. Nil Knowledge
2. Medium Knowledge
3. High Knowledge

Nil Knowledge

These are the customers who are going to face the subject for the first time. They can be any one of the following:

• New user of the subject.
• Existing user expecting similar result from a new set of technologies.
• A user with known result but unsure about the way to reach the same.

Medium Knowledge

These are the customers who are aware of the subject from a third party and expecting to implement the same in their field. They can be any one of the following:

• Knowledge gathered from their previous experiences.
• Partial new technology implementation.
• Versioning the present system with new technology.

High Knowledge

These are the customers who are aware of the subject and wanted to implement the same knowing the significance of the subject. They can be any one of the following:

• Updating on already existing system which is in regular use.
• New and minute feature incorporation using the same technology.

Addressing Different Customer

The “Nil Knowledge” Customers should be addressed carefully as the basic information for the Technical Writer could be an unknown subject for the Customer. Initial proper research should be done in order to identify the type of customer. Leaving even small information (hoping that it is simpler in the writer’s perspective) could be an incomplete version of the subject as the user may not be able to proceed further without that particular information. Especially for the “Nil Knowledge” type of Customer, the writings should be clearer, like a parent holding baby’s finger and teach to walk.

Very basic information, for example, initiating software from the desktop or click cancel to cancel all these types of instructions can be avoided for “Medium Knowledge” customer. Sometimes penning such information might make them laugh.

The existing customers who needed updates in their assignment are mostly come under “High Knowledge” customer. Basic information they generally avoid as they concentrate on the core subject. During such cases information on basic subject can be offered on demand.

It is mandatory that a Technical Writer should understand the customer. Learning on subject increases the subject knowledge. This help in active participation on the project. It also helps in valuable brainstorms. By placing himself/herself in the shoes of customers, help a Technical Writer to explore the subject better.