Sarah Consentino, Paul Desreux, Alexandre Dias Da Silva, Vincent Perrot
Paris Diderot University, July 2016
The digital revolution has changed consumer behavior in the software industry, and digital organizations must keep up with all those changes to stay competitive. As a result, understanding customers’ needs has become part of technical communication. By compiling recent data and studies, this article aims at answering the following question: to what extent have technologies impacted the way that technical communicators assist users to offer them the best experience possible? We first analyzed how companies are starting to place more emphasis on customer experience through digital channels, and to what extent those changes have impacted the way technical communicators present the information and talk to customers. Then, we investigated and found out why technical communication is now perceived as a measurable added business value for companies.
This article demonstrates how technical writing will need to evolve to better suit the Y Generation (the “Millennials”). A brief definition of the millennial generation will be outlined, followed by a comparison of past, present, and future means of sharing information. The ultimate goal of the article is twofold. First, to present the emergence of new communication tools and digital media such as QR codes or e-learning publications, and how using the Internet is an effective means of enabling and developing collaborative communication. Second, to demonstrate how this media could be used to improve technical documentations’ user accessibility, mobility and interactivity. To conclude, we will highlight the pros and cons of these new media resources.