How long have you been in the technical communication profession? 
I got my start in technical communication in 1986 when I was asked to write policies and procedures for Bank Western, which, after several acquisitions and mergers, became U.S. Bank. Throughout my tenure there I developed training courses, self-paced learning modules, and wrote video scripts for video-based training. I also wrote audit reports and system test scripts. In 1997, I moved into the software world when I was hired at CSG Systems, Inc.
How did you get your start as a technical communicator? If you made a career change, how did you go about it?
In the 1980’s I formulated the career goal of making the leap from banking to software. The route I chose was to finish my undergraduate degree in the shortest amount of time possible and then earn a master’s degree in technical communication. At that time the University of Denver had a terrific master’s program. I graduated with my undergraduate degree from Regis University in 1990 and from DU in 1997.
When I finished the master’s program, I sent out graduation announcements to some business contacts. One of those people called me to ask me to interview for a technical writer job at his software company. After doing my research about that software company, I took that job and left the bank. Then, alas, within four months of that move the company folded.
After looking for work for four weeks (remember, we’re talking 1997 here, not 2009), I was delighted to get two offers. One of those offers was writing software documentation and the other was writing hardware documentation for medical devices. I choose the software road and I’m still in that job today.
Have you had other professional jobs outside the technical communication field? Did you learn anything from those jobs that has been useful for in your technical communication career?
Oddly enough, my first professional career was in the performing arts. I made my living as an actress, singer, and dancer for a number of years. I also did back-up vocal and voice-over work.
The experience of reading scripts, memorizing dialog, and being in front of people have come in quite handy throughout my career. I have had the opportunity to write scripts for training videos and have been asked to present in various venues on topics relevant to technical communication.
As far as the voice over work is concerned, I’ve been able to use those skills when creating e-learning modules and other online learning deliverables.
Also, the discipline I learned from performing, which included a two-year stint of doing 8 shows a week (six nights plus two matinees), taught me endurance and how to be focused and committed to a task for the long run.
What advice would you give to people who want to begin a technical communication career?
When I am mentoring someone I normally recommend that he or she start out by taking a beginning college technical communication or writing course. Community colleges offer these kinds of courses for a very reasonable amount of money. This course will be beneficial in several ways:
- Introduces the student to the language of technical communication
- Helps the student to get a glimpse into the breadth of the career opportunities that are available in the field of technical communication
- Forces the student to write (most entry-level courses require students to submit written papers every week)
- Creates the beginnings of the student’s professional portfolio (he or she can include writing assignments, if well written)
If the person doesn’t want to take a class, then I recommend purchasing Mike Markel’s book entitled “Technical Communication.†Currently in its 9th edition, this book contains excellent introductory information about the field and craft of technical communication.
The last thing that I normally recommend to someone I’m mentoring is to join the STC and to attend the local meetings. The contacts that you make in the STC organization are invaluable when you are thinking of getting into the profession. Plus, if you are taking a college course, you can join at the student rate! Volunteering for the STC takes the benefit up a level. Not only do you help a worthy organization, you can create more fodder for your portfolio and resume!
What do you feel is the most important skill for a technical communicator?
By far the most important skill is listening. No matter what you are doing, whether it is talking to a subject matter expert, clarifying with a manager a project’s purpose or direction, talking with your client about his or her perceived needs, or communicating with your editor, you need to free your mind of your own assumptions and really listen to what is being said or asked.
To me, asking clarifying questions is a part of active listening. The “Let me make sure I understood you correctly…†phrase is key to making sure of your understanding because it allows you to get feedback from the speaker. It ensures that you have not only heard their words but that you have comprehended their intent.
What is your favorite thing about being a technical communicator?
My favorite thing is making something that is unintelligible understandable to a reader. I love that!
The beauty of written language is also enjoyable to me. I love words. (Confession: I have always liked to read the dictionary for fun, even when I was in high school!)
What tools do you use to do your job?
At CSG I use several tools to create our content including Adobe FrameMaker and Acrobat; Microsoft Word, Power Point, Excel, and Sharepoint; MadCap Flare; and Paint Shop Pro.
Personally, I’ve also used WordPress, Jing, Screencast, Dreamweaver, Front Page, HTML, Camtasia, and SnagIt.
If you weren’t in the technical communication profession, what would you be?
I volunteer with several non-profit organizations and I would probably be working at one of those, giving back to my community. More than likely that would take the form of working at our church in various capacities including as the facility’s event coordinator, women’s ministries leader, and heading up the drama ministry.
Other than the STC, how do you stay current with technology and issues related to technical communication?
I do stay current through the STC, attending local meetings, attending international conferences, and taking advantage of webinar opportunities.
Besides that, I subscribe to several blogs and e-newsletters related to technical communication. I am also involved in several technical writing groups at LinkedIn.com. Plus, I attend free webinars that relate to technical communications topics that are offered through vendors who advertise in Training magazine.
Is there anything else that you’d like to share related to the field of technical communication?
It amazes me how many people still do not know about the technical communication profession. Several people who I have mentored have been “doing it†for years, but they just didn’t know what it was called until someone else (e.g., college instructor, HR representative, co-worker) told them about the profession and the society.