Good – Fast – Cheap (Pick two)

I was recently asked by the Society of Technical Communicators to write about customer service, just thinking about the level of customer service I find today, the number angles and topics that came to mind was overwhelming.  Considering you as the audience, it seemed important to focus on what might serve writers and how customer service is critical for our craft.

Service is basically common courtesy and common sense – providing the service we would like to have provided to us.  As writers this means we deliver what we promise for the price we quote, in the time agreed --the ultimate in customer service.  Most of all, we keep our readers and the one who is paying us in mind throughout our work.

You want what by when for how much!

Whether writing a novel or a complicated explanation of an intricate IT network process, a work instruction or test case -- the perception is that it cannot be that difficult to write, write quickly and for almost no cost! 

The reason is simple -- people have been writing since grade school.  However, this complicates our work when it comes to charging others for what they believe they could do themselves if they just had more time.

In the 80s the mantra of business was: 

·       customers come first, shareholders next and profits last.

By the ‘90s there was a shift to:

·       shareholders first, profits and customers last

Today, it is typically:

·       profits first, shareholders next and … well customers are just too expensive to serve anymore. 

As writers this current shift means the major driver for our work can be to get the most for the least cost. 

Quality is not always as important as cheap and fast.  Yet, cheap and fast does not deliver quality that is necessary for repeat business and to provide good customer service.  It just gets through work quickly, results in heaps of rework and the writer suffers from lack of income when the client is not happy.

Define the work carefully

In my experience, success begins with defining and measuring what needs to be done.  Then establishing a schedule to meet the client expectations.  Here is a different, yet critical type of writing.  Start with precisely defining and documenting what is to be delivered, by when and for how much. 

This can often seem like ‘nailing jelly to the wall’, yet the effort will pay dividends with your reputation and repeat business.  It means you can know when you meet your customer’s expectation and deliver good service. 

Ensure there is no ‘wiggle room’ to misunderstand what is being agreed to and your client will be an excellent reference for you in the future.

Scope creep

The enemy of every project -- no matter how large or small -- is agreeing to the scope of work within a set schedule and the client asking for changes or ‘just one more little thing’. 

Scope creep is especially poisonous for writers because we sometimes are so grateful for the work, we just want to get to it rather than formalise things.  The inclusion of change orders and how they may impact the cost and time upfront is critical.

Make it clear you intend to deliver the best quality for the defined scope at a fair price in an agreed-to timeframe.  Any required changes must be defined, costed and agreed to before they can be undertaken.  Changes can impact the delivery date, or the work may need to be delivered in stages. 

Writing and managing change orders can become more time consuming than the original project and if they grow too ponderous it is time to have a good talk with the client.  Everyone must understand the rules of the project before it begins, to manage potential complaints later.

Time

Professional writers know that to write well, to be thorough and accurate, is not about the time spent writing, it is the time preparing, researching, thinking through what is needed, what is meant, what the reader needs to know, writing for the reader, editing and proof-reading. 

There is legal, compliance or audit requirements that often must be met, especially by technical writers.  Clients want to know why it is taking you so long.  Pricing your writing to meet deadlines is a huge challenge.  It is the measure twice, cut once rule that will ensure you are profitable and popular.

Cheap

Pricing success comes from pricing fairly.  Most of us do not make $100 per hour writing.  Endeavour to set your fees, not on what others charge, but for how complicated the topic, the level of the audience/ reader, your overhead, the time the client is allowing to complete the work … you will know the key factors to include.  Never be afraid to turn work down because if you do not, it will come back to bite you.

If you have been in or near organisational customer service, you know the ‘holy grail’ is -- and always will be -- how can we put a price on the cost of adding customer service on top of what is delivered? 

When I was a child, if you found one gasoline service station at an intersection, there would be three more, one on each of the other corners.  You choose by the personally perceived brand value and the customer service received.

One day we pulled into our favourite Texaco station.  The service attendant took my Dad’s order to ‘Fill-er up’ and popped the hood to check the oil and water.  I noticed the cost of a gallon of gas was less at the Mobile station across the street.  Over the months that followed, a gas war took place and gas stations began to close as competitors sacrificed profit to undercut their rivals.

It might have been alright if it has just stayed with gasoline stations, but the idea of undercutting your competitors with the hope of being the last one standing lingers today.  Resist the temptation.  Price fairly and your customers will come back for more. 

Conclusion

Extraordinary customer service in writing comes from having as much information about the expectations of the client as you can.  Being honourable and truthful about your ability, experience and availability to meet the requirements.  Always

·       Define the work precisely

·       Price fairly

·       Work to an agreed schedule

·       Ruthlessly police scope creep

·       Deliver what you promise

Being professional means, you clearly establish and mutually agree in writing on what will be delivered, at what price, by when and the impact of scope creep.  If you do this and you fulfil your agreement, there is no better customer service!

Artistry in Technical Writing

The Extraordinary Artistry of

Technical Writing

 

When you modify “writing” with an adjective like “technical” it seems an unlikely combination.  Yet, they fit together in a magical way, only we who have practiced this craft for a while understand.  Those new to the art struggle to grasp the artistry angle because it is not found in any off-the-shelf training course.

Motivating purpose

Knowing the motive underlying the writing helps.  It is always important to state it clearly and get agreement before you begin.  Without the purpose you are just writing in circles.

For example, if you are writing to remediate behavioural errors or to encourage a new way of working, there are different ways to approach the body of work.  If you are writing to substantiate auditable process or test some new ideas, the motive of your task will also set the tone and your approach.

Audience

One of the most valuable lessons shared with me was to write to only one person at a time, to see that person and appreciate their position in reading what you are writing. 

You can do this by asking others about those who will utilise your work or best of all, you can take time to meet with several of them, if time allows.  Listen carefully as they share how they manage new instruction, whether they are fatigued with too much change or unaware of the need and motive for new documents.

Time

Time is always a difficult challenge.  Everyone is in a rush nowadays.  Although technical writing cannot be likened to painting the Sistine Chapel, it does take more time in combining the “soft” information (motive, audience, feedback, etc.) with the edgy reality of accurate and concise information. 

Yet, it takes time to change, so you must take time to ensure there is no “friction” in what you write.  If you do not it easily can provide reasons and excuses to resist embracing the new way of understanding something familiar. 

NOTE:  Friction is anything that might slow down or stop your reader.  Friction includes making something too complicated, convoluted, or wordy.  Not checking for accuracy and sensibility of the process (see “A Secret” below), misspellings, using acronyms or words that no one is sure of.

Parameters and constraints

Every organisation requires you to respect their parameters of style and tradition.  There are always template constraints (even those you create) and editorial/ brand standards to be met.  Be sure you are a shining example of doing this with consistency. 

Remember, creativity is at its best when you learn how to work within set guidelines and maddening constraints to maximum effect.

Collaborators

Seeking the best subject matter experts is obviously important.  Yet sometimes this can be one of the greatest challenges you face.  Many subject matter experts are selected for you.  Many have at least half-dozen reasons to resist your probing for the truth, including fear they will be too easy to replace. 

Being able to “charm” reluctant individuals with the motivating purpose and benefits of having new documents will demonstrate your strength in creativity.

Mentors

Anyone who writes alone is foolish (that is my opinion, and I’m sticking to it because it has proven me right too many times).  We all find a bit of sensitivity crops up in our hearts as we write.  Having someone to bounce ideas off, who will read your work with care and candour (before it is released to the wider audience) will serve you a million times over.

The Secret

Technical writers who are also “closet” analysts, have a secret.  It gives them a significant, advantage when writing any type of document.  Why?  Because they know how to unravel the fine threads of any process, procedure or written information.  They can follow the reasoning and logic through with child-like innocence -- and correct it where necessary for the benefit of the ultimate reader.

How to manage technical writing projects remotely

I was asked to address how to collaborate on technical writing projects remotely.  Here is what I’ve found works well.  We have a virtual team of seven and a huge body of work for a government utility.  The work includes analysing and defining processes and writing: 

Processes	Procedures	How-to/ user guides
Special reports	Training aids	Work instructions
Glossary of terms and acronyms	An overall manual	Wiki of all information

The Methodology

Here is a high-level overview of how we manage our workload.  I hope this provides some helpful ideas:

Meetings

We meet at the start of every new project to

1.      discuss project structure and participants (for example:  subject matter experts (SMEs), those who will be required to review and sign off the documents.

2.      sign off rules to handle the details of how we will work to create and distribute documents.

We set two recuring weekly meetings.  Everyone involved with the documents (including representatives from the subject matter teams) is required to attend: 

·        one on Monday mornings (discussing plans for the week, any constraints, challenges or conflicts)

·        the other on Friday mornings (review and celebration of the week’s progress – usually with everyone having virtual coffee/ tea and cake).

Tools

1.      Our tools of collaboration are Microsoft™ Teams and SharePoint.

2.      In SharePoint we set up sites and folders according to rules all agree to, this includes an:

·        'In development' folder in SharePoint that is only accessible by those writing documents – it includes agreed to sub folders by topics

·        'In production' folder in SharePoint where finished, to be reviewed and signed off documents are stored in PDF-only format, accessible to users – with structured sub-folders by topic.

3.      We use a consistent and easy-to-understand language for labelling folders to make it easy for staff to locate documents.

4.      No other documents are stored in the collaboration sites but work in progress.

5.      We establish a structure that relies on one version being stored in SharePoint and use document history should previous versions be required.

Document Manager

We charge one person to be the document manager.  They have the responsibility to

1.      audit and maintain the document rules.

2.      manage permissions, structure and any problems with the SharePoint sites

3.      monitor progress of all documents, for group reporting.

4.      maintain the list of unfinished or incorrect information and return documents to the analyst to correct/ complete.

5.      to do a final 'polish' of all documents along their journeys to ‘tie up any loose threads’ and make decisions about content, structure, format, etc. to result in a ‘consistent quality’ of the product.

6.      PDF all final documents before they are removed from the development site and moved to the production site.

7.      pull all manual segment documents into the structure of the ultimate manual and wiki once a document segment is completed and signed off.

Document Rules

1.      We established templates for each type of document that all must agree to and use.

2.      We maintain a strict naming convention for files, folders and documents.

3.      We maintain a team Microsoft™ OneNote that includes

a.      a tab for each contributor for their ongoing discoveries, questions and segments of frequently used copy

b.     an ultimate progress list with the analyst writers responsible for keeping their progress deadlines current

c.       a shared list of tasks and who is responsible for what and by when

4.      When a document is being reviewed by an SME on an uncontrolled document, we provide the reviewer with clear instructions for how we require changes to be noted.  (For example, we ask the reviewer to use ‘Comments’ in the ‘Review’ section of Word, and not ‘Track Changes’)

5.      We instruct reviewers not to worry about spelling or formatting -- as this is all pulled to one consistent standard by the document manager.

Analysts Writers

1.      In our team, there are three process analysts who work with subject matter experts (SME) and collaboratively create process flow documents with them.

2.      After the process flows are developed, they are sent to the document manager to review.

3.      The document manager uses ‘fresh eyes’ to review the ‘as is’ and ‘to be’ approaches for logic and potential improvements

4.       The process analyst is responsible to store only ONE version of a document in the collaborative SharePoint (which can be accessed by other analysts -- who may make or be asked to make -- contributions)

5.      All documents hold a warning in the footer, ‘If downloaded, this document is an ‘uncontrolled copy’. 

6.      Copies of uncontrolled documents must be approved for release by the document manager if required.

Conclusion

Although this exact type of structure may not work for every project, it should give some hints at the many things to consider when working collaboratively and remotely. 

One thing I have learned is that if the management of the work becomes too complicated, or scattered in the hands of too many, it is doomed to be resisted and will fail.  I think the K.I.S.S. formula works best in all things. 

How to Use Track Changes in Word

Track Changes is an easy way to collaborate on documents and indicate required improvements and edits in a Microsoft™ Word document.  Here's how to use it:

1. Open (or have open) the document you are editing

2. Make a copy of it and put your initials at the end (file away the original)

Example:

Document name = 'How to use track changes 1'

New name = 'How to use track changes 1 - MHC' and save the document.

3. To save the document, open 'File' at the top left corner on the ribbon at the top of your screen and choose:  'Save a Copy' with the new name.

4. Resist adjusting the original document, in case you need to refer back to it.

Now you have a copy you can easily edit.

5. While in the new version, on the ribbon above, locate 'Review' and click it:

This is the new ribbon that will come up:

7. Click on the down carrow next to 'Changes of 'Track Changes'

8. A drop-down menu appears.

9. Click 'Track Changes' to turn Track Changes on and off.

10. Once activated, any change you make will be indicated in red.

Example:

Words you chose to eliminate will show a red line through them.  This way it is easy to see what you have changed, and a vertical line appears on the left side of the document, so the changes can be found easily by someone else.  (Yes, it looks messy, but just keep going).

11.  Whatever changes you make while ‘Track Changes’ will be recorded in red. 

12.  If you wish to see the edited copy without your red edits, click on the drop-down menu beside ‘Track Changes’ and change it from seeing ‘All Markup’ to ‘No Markup’

13.  Your copy will show how the edited version will appear with no markups.

14.  Track Changes will remain off until you turn it on again.

If you then wish to continue editing the document or revisit the edits:

15.  Click on the drop-down menu beside ‘Track Changes’ and select ‘All Markup’.

Adding comments

There are times when you may have a question, observation, suggestion that you would like to add.  This can be done, also in ‘Review’ by using the comments facility.  Here’s how:

1.      Open the ‘Review’ ribbon.

2.      Have your cursor in the document, on the word or paragraph or illustration that you would like to comment on.

3.      Click on ‘New Comment’

This will change the margins of the document and open a column to the right where a comment ‘bubble’ will appear.

4.      Write your comments/ thoughts/ observations in the comment bubble.

5.      Another person can respond to your comments or ‘Resolve’ the comment (The comment will turn gray, so it won’t need to be reviewed again).

To delete the comment

1. Right click inside the comment box and select 'delete comment'.

How Easily a Paradigm Can Shift

It was the weekend of 18 January 2019, and I was intending to watch the ‘Mother’s March for Life’ in Washington DC live.  What I saw, instead upset me very much!  I was angry that a bunch of high school kids had blocked the path of a Native American who was on his way to pray for the country he loved. 

The Native American was not put off but continued to beat his hand-held drum!  And one kid just stood there with an awkward grin on his face but did not move out of the way.

The news commentator ‘framed’ the situation as it unfolded, easily condemning these MAGA-hat-wearing kids.  Over the next day or two, it seemed the media vitriol grew.  I watched as the poor Native American was interviewed.  He was even a Veteran and it was just so disrespectful to see young kids being so rude.

As the truth began to trickle out ever so slowly, those who cared to watch discovered there had been an earlier disruption.  Some outlandish name-calling at the kids had been going on by a group calling themselves the Black Israelites.  The language these adults used was totally unacceptable in any circle. 

The Native American was not all he said he was, and the kids were just high school kids waiting for their bus to pick them up after participating in the March for Life.   Eventually, the hatred toward the kids grew into death threats and they had to close their school. 

I was stunned -- but certainly not surprised -- at how easily I saw what I was 'supposed' to see.  But it hurt me to imagine, I had been fooled.  

Experiencing this paradigm shift reminded me of a workshop I attended, led by Francis A. Schaeffer called ‘How Should We Then Live?’ (1976!) 

Click the picture or link or

Copy and paste the link into your browser

https://www.youtube.com/watch?v=N8qMi_VIuX4

I pulled the book down from my shelf and re-read some of the chapters.  It was painful to see how vulnerable I am -- we all are -- to what the media chooses to show me/ us and tell me/ us of events. 

IMPORTANT INFORMATION ABOUT THE NOVEL CORONA VIRUS (COVID-19)

With regard to the Novel Corona Virus (COVID-19), please go to this new blog site for up-to-date information:

https://newsaboutcovid19.blogspot.com/

I suspect many people either haven't noticed the news about this unsuspected threat to our health.  Most would have little 'respect' for what another pandemic (such as the Spanish Flu of 1918 that killed more than 30 million people globally) would mean for our borderless world today. 

However, as of yesterday, medical experts are now considering it the early stages of a new global pandemic -- although only 1,114 have reportedly died in 28 countries (and on three large cruise ships mored out in the ocean). 

The most serious problem is that China hides the truth to save face, especially in these dark economic times.  But they have closed their entire border with Russia at this time so that may indicate they are taking this more seriously than they are saying!

I've been researching the progress of the disease regularly, since it was first reported widely on 23 January 2020, and keep a spreadsheet of changes as I discover them. 

Also, in the www.WeakDayDevotion.com you can find updates daily regarding general and specific information about this serious threat and am happy to share new information with you, as I discover it.  I will endeavour to keep this blog article updated as well.

I fear California and New York especially, with all the homelessness and growing deterioration of sanitation will become increasingly dangerous. 

Important Links for Resource Information

(NOTE:  Words underlined have a link you can click embedded and they will take you to more details.  Also, I provide the actual link itself that you can copy and paste into your browser, if you would prefer to do this.  

A.  Here is some general information about the behaviour of the disease and basic protective strategies:

Urgent – IMPORTANT FACTS ABOUT THE NOVEL CORONA VIRUS:

Or copy and paste this link into your browser:

https://www.youtube.com/watch?v=QA5AbqlCHuc&feature=share&fbclid=IwAR1T_EodoJy5AruR8OObewB1-GyfvvSMGl8tVCyZ803tcoluTK_IGIDQC-s

B.  VERY IMPORTANT LINK (1 hour and 7 minutes, but well worth the time for some insights as to how we are where we are today from two US/Chinese experts, who share some credible opinions on why this information has been withheld):  

Or copy and paste this link into your browser:

https://www.youtube.com/watch?v=VBxZ1XIYmGc&list=TLPQMDMwMjIwMjCf_PKQJOfDTQ&index=3

As information grows, more information is now available.  I've found two, what seems credible sources of dynamic statistics, but the one from China is no longer being updated:

C.  JOHN HOPKINS USA

• Click:  Latest Update:   (source John Hopkins)  Or copy and paste this link into your browser:  https://www.worldometers.info/coronavirus/

D.  Also, if you are interested in the details from a medical researcher’s point of view, Dr. John Campbell in the UK has been following and documenting the facts from the beginning.  He takes a little getting used to, but his information is sound:  

https://www.youtube.com/channel/UCF9IOB2TExg3QIBupFtBDxg

Current Statistics for 13 February 2020 at 7PM in Sydney:

• ·        Discovered in 28 countries
• ·        60,414 reported, confirmed cases
•        8,043 in critical condition 
• ·        1,370 reported deaths (all in China but two - one in The Philippines and one in Hong Kong)

How the Virus Spreads  

Every day there are new discoveries.  As of today, one early symptom other than feeling like you're coming down with the flu is that in many cases you will have diarrhoea and an increasingly high fever. 

The virus is thought to spread:

a.   During an average 2-14-day incubation period when the infected person has no symptoms

b.   For an average of 10-14 days after an infected person has recovered because they remain infectious during this time and without symptoms.
c.  Those who have recovered from the virus can be reinfected in that there does not seem to be any lasting protection after recovery - no antibodies seem to be formed.

d.   Through droplets from person-to-person from sneezing or coughing when they do not cover their mouth.

e.   Through faecal material -- when someone with the virus, does not wash their hands properly after using the toilet and touches surfaces or shakes hands with someone (The virus can live up to nine days on a surface)

f.   When someone, who has not washed their hands properly with soap, uses an air dryer to dry their hands which can aerate (mix with air) the virus and others nearby inhale the virus. 
g.  Through pipes and air conditioners from infected people for up to nine days (such as in large apartment complexes or cruise boats).

NOTE:  Research shows that the average person touches their face about 400 times a day without thinking about the spread of any pathogen / disease.  This is especially of concern as it is spread when someone touches their eye after they have touched something where the virus is.  

Finally, the first case anyone is sure of was diagnosed (but not reported) on 3 December.  The first reported cases were reported on 23 January.  This was after China held an open, New Year’s banquet for 40,000-families (about 130,000 people). 

If you've not visited China, at these celebrations, most everyone uses their chopsticks to eat from communal/ shared bowls and plates.  The celebration was held before China banned travel outside the Wuhan Provence and before they admitted the disease existed. 

However, there are now credible doubts that many of the dates and numbers still today are not credible.  Those who initially began to identify the seriousness of the disease were arrested for speaking about it on social media, one of whom was the doctor who first identified it and he has now died.  

After this New Year’s banquet, it is estimated over five million individuals flew out of Wuhan Provence for Chinese New Year celebrations (think of Thanksgiving in the USA, when everyone has to go home) before they closed the city to travel.

How to Help Protect Yourself

Please take practical precautions (Matthew 10:16).  

There are still many unknowns about this new disease, that has been designated a pandemic (meaning world-wide consequences).  However, there are some things you can do to try to protect yourself, but need to be followed consistently during this time:

• 1.   Avoid crowded places and public transportation – so self-quarantine
• 2.   Avoid touching surfaces and shaking hands
• 3.   Wash your hands thoroughly with soap and scrubbing vigorously if you’ve been out or exposed to someone suspected of having the virus.
• 4.   It is coincidentally flu season, so many may feel ill and more than usual may want to go to the hospital or doctors.  Try to avoid this and if you feel you need help, call a health provider (doctor, clinic, hospital emergency room) rather than showing up and having to wait with other unwell people.
• 5.   Because this is a virus rather than a bacterium, the ‘virus germ’ is smaller than a bacteria, it is also protected by a barrier and does not die easily. 
• 6.   Hand sanitisers (that rely on alcohol) have not been found to be effective, although they do give a sense of doing something and may be most effective in reminding you to keep your hands away from your face.
• 7.   Face masks may be helpful, but they must be N-95 masks and must be worn correctly (Again, the virus is very small) and will slip through the smallest of cracks
• 8.   Glasses (or goggles) if you are near someone who is infected is recommended because eyes seem to be a window for the virus.  These droplets are small and travel through the air and may land on your face or eyes directly or be transferred to your eyes through inadvertent touching your eyes.

And an overview as of the 8^th February by the Australian Broadcasting Corporation:  https://www.youtube.com/watch?v=pR0lgj0N2DI

NOTE:  It may be good to buy a few N-95 masks now while they are available and not priced for the market value (meaning when there is a great need someone will sell the masks but at a hugely inflated price).  It may be good to also have some other basic supplies on hand, as you may find yourself quarantined. 

My prayers are with you and I will update this article as new information becomes available.  Check here:  www.write4you.co (not com).