Technical Writing

Technical writing must focus on readers’ clarity of understanding. Unclear or contradictory messages waste readers’ energy and leaves them confused. Even worse, bad writing leads to lost time as readers try to decipher writers’ intentions.

I began my writing career as customer service representative at a large national health insurance company. In this role I had to communicate customer inquiries clearly in just 300 characters (including spaces) on the company’s servicing software. I gained an appreciation for economy of expression and having clearly written source documents close at hand. Because of my education and experience I was promoted to trainer and ultimately technical writer.

Technical writing, content writing, user experience writing, customer empowerment writing – it’s more or less the same thing: Communication intended to assist readers. It must be clear and efficient yet elegant and compelling.
 
•  Readers must do or not do something such as Click Here, Do Not Enter 
•  Readers require information to accomplish business objectives. For example, Our customers prefer formality. Call them Mr. and Ms.
•  They must identify things such as Hot, Cold, Exit.
•  Procedures must be followed, for example Do this. That happens.
•  Readers must comply with processes as in Step 1 Do this, Step 2 Do that, Step 3…

When readers need master documents to perform their job functions, they treasure easy to read and understand reference materials. Customers appreciate clear instructions for and explanations of products.