Technical communication 101

We have all come across technical documents, from instruction manuals to software guides and online help. Some of us write technical texts for a living, while others translate them.

In this article of the #TCLoc19 series, we introduce one of the core subjects of the TCLoc master's program: technical communication. Keep reading to find out more!

What is technical communication, by the way?

Technical communication means creating usable information so that complex products and services can be used safely and easily throughout their life cycle. Information is usable when it helps readers achieve their goals in an effective, efficient and satisfactory way.

An expanding field

Technical communication is already an established discipline in the US and several European countries, while it is still emerging in other regions. Typically, fast-growing economies that are strong in the manufacturing sector (like China) have an increasing need to formalize their technical knowledge. In other markets, like Japan, the demand for qualified technical writers is growing due to the country's focus on consumer goods.

Consequently, there is interest in introducing courses and degree programs to train future-proof technical communicators and equip them with the knowledge and skills necessary to stay competitive in the market.

Technical communication and customer experience

High-quality technical information is connected to customer satisfaction. Not only does it support sales, but it also directly influences user perception. If the content is well-researched and authoritative, chances are the company will inspire more solidity and credibility. If the content or its translations are of poor quality instead, consumers might wonder whether the product is of low quality, too.

Cooperation to ensure corporate consistency

To produce technical information that truly has a long-lasting impact on the company's marketing strategy, both before and after sales, the different professionals involved in content development at the company level need to communicate and exchange expertise. Marketing, sales, public relations, IT support and training teams can all inform the work of technical communicators.

Soft skills in the spotlight

To write clear and usable information, technical communicators need to understand the subject they are dealing with, have a natural interest in technical topics, and have a commitment to stay up-to-date with industry trends and technologies.

However, empathy is a valued skill, too. Empathetic technical communicators put themselves in the users' shoes: they research the target group, avoid making assumptions about the users' knowledge, and consider the output media. Curiosity, creativity and persuasion are appreciated as well.

Smart information for smart consumers

The digital revolution has empowered consumers around the world. Consumers are no longer passive targets, waiting for companies to feed them selected messages. They go online, join communities, compare products and services, and decide which information is most suitable for their purposes on the device of their choice.

To address these audiences' needs and expectations, technical communication also needs to evolve. It is a great time for technical communicators to play a crucial role in the customer's journey by producing content that is accessible, updated, centralized, responsive and user-centered.

Sources:

• tekom — European Association for Technical Communication
• tcworld — magazine for international information management
• TCTrainNet — online training for technical communication