The impact of a technical writer shortage within an organization

Camille Bouillard, Kenza Benhassine, Georgina Gilmore

Paris Cité University, July 2023

Abstract

The purpose of this article is to verify that well-written documentation
has an impact on the success of a brand and has an impact on customer
service costs. The methods and KPIs (Key Performance Indicators) that can
analyze performance will be identified and analyzed using a survey and
through research.
To examine the impact of technical writers on company performance, we
explored whether companies don’t hire technical writers when they need
them. To do this we conducted a survey.
According to our research, technical writers seem to perceive a clear link
between their work and company performance. Documentation impacts
product usage by end users and costs for companies to operate and produce.
Cost is particularly impacted through user demand for customer service.
Experts and professionals have identified ways to measure company
performance, although their application does not appear straightforward for
all. This was demonstrated when we interviewed a group of technical writers
on how to measure the impact of technical writers on company performance
in practice. In this scenario, respondents were more skeptical about the
methods mentioned by respondents of the questionnaire.

Read the full article in PDF: Impact of technical writers on company performance

Videos and minimalism, a conflict in technical writing

R. BUKALA, C. FERRO, F. VINGTROIS

Paris Cité University, July 2023

Abstract

Throughout our technical writing courses, we learned that we must
implement a minimalist approach to our writing. Technical documentation
must be straight to the point, simplify access to information, and filter out
any unnecessary details. Minimalism in technical writing has been clearly
defined since the 1980s. This definition and the advice on minimalist
practices leave out visual elements such as illustrations and videos even
though videos are becoming ever more present in technical documentation.
Thus, we decided to make the distinction between written and visual
minimalism. As visual minimalism stems from minimalism, we can define it
as simplifying technical documentation by cutting off all unnecessary visual
content.

Through this research article, we wished to study how visual minimalism
and videos are used in technical documentation. Specifically, we wondered
how technical writers perceived the use of videos in the context of visual
minimalism.

As technical communicators can work on a large variety of projects, we
wanted to reach as many professionals in technical communication as
possible to ask their opinions on the matter. Are videos and minimalist
documentation compatible?

Read the full article in PDF: Videos and minimalism, a conflict in technical writing

Can Technical Communicators Benefit from AI Text Generators?

Evan MARION, Louis DUCHAILLE, Mafalda DA COSTA

Paris Cité University, July 17 2023

Abstract

ChatGPT changed (almost) everyone’s lives this year, we all started to
worry about our future and wonder if AI could replace us in a few years.
With this article research, we wanted to see how technical communicators can
use these new tools for their benefit instead of being fearful of their future.
This paper is based on a survey of 46 professionals, with more than 50% with
jobs related to the technical communication field. The respondents were
asked about their knowledge and their use of AI text generators.

The results allowed us to determine the benefits and the limits of AI text
generators for technical communicators. Our study suggests that quite a few
professionals already use AI tools to help them gain time and be more
efficient. Technical communicators often use them for proofreading,
rewriting sentences and translation.
Although AI text generators are becoming more and more popular among
professionals, they still have a lot to prove…

Read the full article in PDF: Can Technical Communicators Benefit from AI Text Generators

Université Paris Cité partners with Adobe for technical communication training

At Université Paris Cité university, Bachelor and Master technical communication students are trained on technical communication standards, structured authoring methodology, structured languages and content transformation (XML, DITA, XSL…), using leading authoring tools.
Through practical hands-on workshops and projects, led by techcom professionals, students learn how to use the most recognized and renowned authoring tools, thus offering them a diverse set of skills highly appreciated by future employers.
Thanks to the Adobe University Outreach partnership, our students now have access to the Technical Communication Suite free of charge, for the duration of the academic year, giving them access to the most recent versions of FrameMaker, RoboHelp, and Captivate. This is a real plus for this training curriculum that attracts each year more and more candidates, whose high marketability confirms how adequate the learning curriculum is to the needs of future employers.

Adobe logo

 

11th Université Paris Cité International Conference on Technical Communication – Programme

Friday 3th February 2023 (remote)

Sponsored by UFR Etudes Interculturelles de Langues Appliquées and the Clillac-Arp research laboratory.

Measuring impact

CC BY 2.0 frankieleon

Measuring Impact: What Makes Good Technical Communication

Technical communicators strive for creating content that is usable and helpful. But how can they be absolutely sure that they’ve been successful in achieving this goal? This year, we are happy to welcome speakers from Finland, Poland, Germany, the United States, and France to  explore methodologies and tools for measuring and validating quality :

  • Systems for gathering user feedback and testing content usability
  • Metrics for measuring content performance
  • Quality review processes
  • Heuristics and standard criteria for checking quality
  • Before / after examples of content improvement initiatives
Speaker Title
Students, Master 2 CTM Presentation of research projects [PDF]
Barbara Kardel-Piątkowska (Etteplan, Poland)

Readability metrics in technical communication – useful or not? [PDF]

Dipo Coker (Componize, France)

Structured Content Reviews by SMES: Challenges and solutions [PDF]

Interactive session Who checks content quality ? [PDF]
Suvi Isohella and Juho-Pekka Mäkipää (Vaasa University, Finland) Applying accessibility heuristics in university teaching [PDF]

Craig Frayne (Palabra Technical, Germany)

The aesthetics of technical documentation [PDF]

Karissa Van Baulen (Hotjar, US)

Scaling your company with docs [PDF]

Michael Laudenbach (Carnegie Mellon University, US Pennsylvania)

Visualizing Rhetorical Moves in Statistics Writing: Write & Audit as a Revision Tool

Interactive session

What makes good technical communication ? [PDF]

Video recordings of the presentations are available on YouTube.

Speakers

Barbara Kardel-Piątkowska (Etteplan, Poland)

Barbara is a linguist and information science graduate with experience in the translation industry as well as technical writing. She has been working as a technical author at Etteplan for 3 years.

Dipo Coker (Componize, France)

With over 16 years combining languages and IT as a technical writer and editor working in regulated industries (high-end medical devices and finance), Dipo blends his experience of authoring in structured and unstructured environments; migrating technical publications to DITA; and content strategy to help develop a best in class CCMS. Dipo holds an MA in Multimedia and Multilingual Document Design.

Suvi Isohella and Juho-Pekka Mäkipää (Vaasa University, Finland)

Suvi Isohella is a university teacher in the Department of Communication Studies at the University of Vaasa, Finland. She teaches courses in technical communication and web accessibility and supervises B.A. theses within communication studies. In the department, she is the leader of the interdisciplinary Technical Communication program. Her research interests include user-centered technical communication, accessibility of textual web content, technical communication curriculum development, and minimalist document design.

Juho-Pekka Mäkipää is a university teacher of information systems at the School of Technology and Innovation at the University of Vaasa, Finland. He teaches courses in the field of web accessibility, human-computer interaction and user experience and supervises MSc theses in information systems. His research interests include theory and universality of web accessibility, human-computer interaction, and citizen science.

Craig Frayne (Palabra Technical, Germany)

Craig does freelance technical communication & design and is currently an API Technical Writer for the SCAYLE eCommerce platform at About You in Hamburg.

Karissa Van Baulen (Hotjar, US)

Karissa was a nominee for the “ACE Rising Star Award in Customer Education” for 2021 and has been featured on the “Knowledge Base Ninjas” podcast, presented at Support Driven, and spoke at multiple Write the Docs conferences. Her specialty is in help center and training content strategy. She was able to increase self service for learning content in the Hotjar help center by 75% by using Hotjar.

Michael Laudenbach (Carnegie Mellon University, US Pennsylvania)

Michael is a 4th-year PhD Candidate in Rhetoric at Carnegie Mellon University. His research draws from corpus linguistics methods and rhetorical theory to describe the variation of genres and registers in student writing. Specifically, he uses writing in the discipline of statistics & data science as a case study to address broader questions surrounding corpus-based approaches to genre-based writing instruction.

The Advantages and Limits of Gamification Mechanisms: A Duolingo Case Study

Myriam BADER, Maya CLOAREC, Marlène GOUMY, Diane HUSSEIN

Paris Cité University, July 13, 2022

Abstract

Gamification in e-learning has become more popular nowadays, especially with an increasing demand for digital learning during the pandemic. Indeed, the benefits are apparent. Gamification creates engaging and interactive ways of learning and practicing a skill, which contribute to learner motivation. This study aims to examine the limits of gamification in e-learning. If we look closer at its mechanisms, gamified learning is still a challenging method for learners. Too many gamification elements in e-learning could lead to addictive behavior and other psychological issues. So, in attempt to understand and discuss the impacts and limits of those mechanisms in e-learning, we interrogated Duolingo users on their learning experience in the application and their thoughts of in-app gamification elements. The results showed that overall, most of the interviewees felt they had a relatively positive learning experience with Duolingo but showed alternating periods of strong engagement and total disengagement. The Duolingo gamification mechanisms that seem to be the most effective are the progress bar system, the quizzes and the streak system.

Read the full article in PDF: The Advantages and Limits of Gamification Mechanisms A Duolingo Case Study

What Inhibits or Enhances Creativity in Technical Communication?

Adeline POUMAROUX, Marina LAY, Solène CAUDRON, Néda EL HADJ-MIMOUNE

Paris Cité University, July 2022

Abstract

When we say someone is creative, we usually refer to their artistic skills. But is that really the only way people can be creative? What about creativity in the workplace? We took an interest in creativity in technical communication, and particularly if there is a discrepancy between how technical writers and the rest of technical communicators perceive their own creativity in the workplace. This paper is based on a survey of 55 technical communicators with various roles within the industry, who were asked about their scope for creativity at work, their personal approach to it, as well as its impact in building their career.
The results allowed us to determine how technical communicators define creativity, if they view themselves as creative and the tools they use at work. Our study suggests that there is a strong link between the feelings of creativity and flexibility. Associating creativity with innovation, the diversification of missions and tools at work inspire professionals to develop new solutions and skills.

Read the full article in PDF: What Inhibits or Enhances Creativity in Technical Communication

Alternatives to PDF in Technical Documentation

BISSA Corinne, BORDELAIS Anthony, HERIBI Kenz

Paris Cité University, July 2022

Abstract

Technical documentation has become an outstanding resource in the IT industry and the last decades have witnessed a boom of high-performance technical authoring tools.
Despite the multitude of innovative technical writing tools, it has been observed that the dominant output format remains the PDF file, invented in the 1990s.
In the sight of this sluggishness as far as innovative end-user technical documentation is concerned, questions arise: Why has the PDF output survived for so long and what justifies its supremacy over other formats? Another question is, can disruptive innovations be implemented on end-user technical documentation so as to bring about more sophisticated or user-centered output formats?
By discussing with subject matter experts, we are seeking answers to these questions. We are also seeking to explore to what extent modern technologies like virtual reality, artificial intelligence devices among other alternative formats are applicable to end-user technical documentation.

Read the full article in PDF: Alternatives to PDF in Technical Documentation

Technical Writers and Visual Perception Principles: Skills, Ability and Training

Megan CASEY, Marielle PESCHET, Anaïs TANZÉ

Paris Cité University, July 15, 2022

Abstract

As technology evolves, so does technical writing. New media is used to
convey information more efficiently and yet, technical documentation is not
always very clear. As technical writers, we have general knowledge on what
structures are expected to be the easiest to recognize and follow. We want
our documentation to be read and understood and with that in mind, we are
constantly searching for the best layout to contain our pieces of information.
These elements tie in to cognitive psychology and more specifically visual
perception. But do technical writers study cognitive psychology? And if they
do, do they apply its principles in their work?
This research article examines the relationship between technical writers
and visual perception principles of cognitive psychology.
With the use of a survey and a practical test on applied knowledge of
Gestalt principles, this study analyzes and assesses whether or not technical
writers have studied visual perception and if so, what differences there are in
identifying the principles of visual perception between technical writers who
have studied visual perception and those that have not.
The results gathered show that most technical writers have no knowledge
of visual perception principles. Nonetheless it does not prevent them from
being able to recognize when an element of a layout needs improvement for
clarity, legibility, understanding and overall ease of use. They are able to
justify their answers almost as well as trained technical writers.

Read the full article in PDF: Technical Writers and Visual Perception

The limits of video implementation in technical communication

Jordan Bernardi, Thomas Jarillon, François D’araujo

Paris Diderot University – 07/18/2021

Abstract

Technical communication follows the perpetual advances in technological trends. It leverages every tool at its disposal to efficiently develop and propose the most relevant technical content to reach its critical target audience. Videos constitute a highly effective medium for capturing and conveying a wide array of information to achieve this goal. The immediacy brought by videos as well as the comprehensive sensory experience they propose are tributes to their demonstrative strength. But if videos constitute such a powerful tool, why are they not used everywhere in technical communication?
This research article examines the pertinence of videos in technical communication by exposing their potential limitations according to several criteria: People in charge, univocal set of best practices, narrative aspect, and comparison with written documentation.
Reviewing generic existing literature on the subject of videos constituted the first step of this study.
A survey and a heuristic evaluation were then conducted to analyze and assess the position of videos in the technical communication landscape while exploring the different limitations to video implementation in this specific framework.
The results gathered through the heuristic evaluation and the survey effectively completed the bibliography by providing more recent data on this rapidly evolving medium. These served in identifying some of the current practices and limitations that we can observe in today’s technical communication environment.
Although videos are recognized as a real added value to software documentation, they have limitations that all have a common denominator: Lack of time. While one of the biggest challenges of technical writing is to best reflect the products being described, written documentation still seems to be the only one to predominate due to its unmatched ability to be quickly updated.

Read the full article in PDF: The limits of video implementation in technical communication

The impact of technical writing on accessibility

LABATTE Johanna, L. M., MOREIRA Aurélien, USLUCAN Sena

University of Paris, 15/07/2021

Abstract

Accessibility addresses solutions offered for disabled people to have the same use of an object as an able person. Most people associate accessibility with physical objects that physically disabled people cannot use. However, accessibility actually accommodates a much larger group of users and is relevant for any product, including the web. Anyone at any point in their lives can become disabled, even temporarily. Furthermore, accessibility improves usability. Accessibility aims to make web content usable by as many people as possible.

Over the past decades, accessibility has become a matter of law in many different countries such as the United States, France, China, India, or Germany for example. Accessibility has also become a way for companies to improve their brand image while it allows people with disabilities to access web content. In the end, everybody wins.

Read the full article in PDF: The impact of technical writing on accessibility

Inclusive writing and user-centric strategies in technical communication

BEAUVALLET Mathis, BERANGER Charlotte, HIBON Gaëlle

Paris University, July 2021

Abstract

Documentation and technical communication have gone beyond the stage of secondary support, to become a necessary product while creating a product that reflects its target users is now a common strategy. Then, could inclusive writing be relevant in technical communication to meet users’ expectations?
By interviewing technical communication professionals on their products and experience, cross-checked with research, we are seeking to answer this question. From technical guides to marketplace interfaces, we were able to identify how inclusivity could be integrated into their products and learn when it added value.
While businesses take every precaution to be seen as inclusive, we could imagine that it would show in the content they create. Inclusive writing is the ultimate lever to women and men’s equality in language. Yet, its cultural and political association added with the variety of its form can make any company think twice before incorporating it.
Technical communicators are confronted with a brand-new way of writing content that can sometimes go against the sacred rules of Technical Communication1. At the same time, it implies great change management, not only for users but for collaborators as well. Even though technology might answer most of the drawbacks and complications, is inclusive writing worth the risk?

Read the full article in PDF: Inclusive writing and user-centric strategies in technical communication

10th International Conference on Technical Communication: Time and Space

For the 10th anniversary of the International Conference on Technical Communication at Université de Paris, as deep changes are ongoing in work practices, we explore the right time and space for technical communication.

Technical communicators often work with teams that are distributed geographically and need to manage different timelines. During this conference, academics and professionals shared the methods, tools and best practices for highly collaborative and fast-paced activites, teamwork across different locations and timezones, as well as changes in work practices during the Covid crisis.

Remote work

Speaker Title
Gaspard Bébié-Valérian Half-documentarian, half engineer, and a hint of hacking: docOps, an in-between figure to implement docs as code [PDF]
Master 2 CTM Presentation of research subjects [PDF]
Interactive session ContentOps with Rahel Anne Bailie [PDF]
Petra Herbst Docs-as-code explained – what, who and how? [PDF]
André Tran Feeling constrained by your CMS? Docs-as-code could be a solution [PDF]
Barbara Kardel-Piątkowska How the pandemics influenced the work of technical communicators in Poland? [PDF]
Julia Unis Good Morning, Good Night: Fostering Connections with a China/US Documentation Team [PDF]
Interactive session Technical communication in times of crisis
Saveena (Chakrika) Veeramoothoo Trans-Atlantic & Pacific Project: International collaboration challenges across time during the COVID crisis [PDF]
Laura Gonzales and Valentina Sierra Nino Visual Translation and Language Access Research in North Central Florida [Video]

The conference was held remotely on Zoom on January 28th, 2022.

Video recordings available on YouTube: https://www.youtube.com/playlist?list=PLRsfMsVg38nBYl-wG3gLAAqjEcQADVVEb

Information Processing and Technical Writing: The Importance of Optimizing Users’ Working Memory

Mélanie PIERRE, Amélie CARON, Coline MAGNIER, Margaux ZANINI

Paris Diderot University, July 15, 2021

Abstract

The simpler the better, you have probably heard this sentence many times. It is  particularly true in technical writing. It has been proven that having more than seven chunks  of information or using useless information in a technical document can affect users working memory as well as an unstructured document. However, there is little research on the nature of the link between working memory and technical writing.
Our article examines the correlation between cognitive psychology and technical writing and more especially the importance of optimizing the user’s working memory when writing technical documents. To understand the impact of an altered procedure on the realization of a task, we conducted an experiment which consisted of a comparison between two drawing procedures: one which aimed at optimizing working memory and the other which aimed at altering it. Participants shared their drawings and told us the difficulties they faced for eachof the procedures.

Our research and the analysis of the conducted experiment allowed us to draw the conclusion that technical writers should always consider their user’s working memory to ensure that the instructions are easy to follow for every age and capacity range. The structure and content of documentations can help users to group information together and thus help improve their working memory while reading instructions.

Read the full article in PDF: Information processing and technical writing

The adaptation of e-learning to the learner’s preferences: What are the benefits and the limitations of personalized e-learning environments?

Inès Lavandier, Julie Jacquelin and Héloïse Huet

July 2021

Abstract

This study explores the personalization of e-learning environments. The main
question we would like to answer in this research article is: What are the benefits and the limitations of personalized e-learning environments? This question encompasses both ends of the spectrum. The results of our research suggest that personalized e-learning environments should provide a better learning experience because it encapsulates the learner’s preferred methods of learning. While traditional e-learning focuses on mass-learning, standard methods with few variations and interactions, the personalization of e-learning should facilitate knowledge retention and be more user-centric.

Read the full article in PDF: The adaptation of e-learning to the learners preferences