The impact of user feedback on the continuous improvement of documentation

Naïs ANSALDI, Merve Nur KARACAN, Sara TIBINI
Université Paris Cité, June 2025

Abstract
This paper explores the role of user feedback in the continuous improvement of technical documentation. As documentation increasingly serves as a primary point of contact between users and technology, its quality and relevance are paramount. We argue that user feedback—ranging from user-submitted help requests (often referred to as support tickets) and direct comments to usage analytics and AI-generated insights—is a key driver in identifying gaps and ensuring documentation meets user needs. By examining prevailing definitions and discussions around documentation quality and user expectations, we analyze how these factors shape the way information should be delivered. To understand how organizations collect and respond to feedback, we conducted a survey and interviews with technical writers from a range of industries. Our findings show that while many companies gather user input through various channels, its integration into documentation workflows remains inconsistent. We also explore the emerging use of AI in managing and interpreting feedback. This research highlights the importance of treating user feedback not just as support
data, but as a central component of documentation strategy.

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From Word to Content Management Systems: A study of tools used by technical writers

MARTINEZ GANDARA Eduardo, PELLERIN Valentin, YANG Christian
Université Paris Cité, June 2025

Abstract
This study explores the evolving landscape of tools used by technical writers, from traditional word processors like Microsoft Word to modern Content Management Systems (CMS) such as Oxygen XML Editor and GitHub. The research is based on a survey of 38 professionals from various industries and experience levels. The study analyses how factors such as company size, documentation team structure, professional experience and translation requirements influence tool selection. The findings indicate that the adoption of tools is context-dependent, with simpler tools being favored by smaller teams and early career writers. Conversely, more complex systems are adopted by experienced professionals and large organizations managing multilingual content. The report concludes that a single tool cannot be universally applicable, and that the optimal choice depends on the specific needs and maturity of the documentation environment.

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Beyond English: Rethinking technical documentation for global accessibility and readability

Noah Duprat, Eve Gury
Paris Cité University, July 2025

Abstract
As English continues to dominate the field of technical communication, the demand for accessible and translatable documentation grows. This paper studies the challenges technical writers face when creating content for international audiences, especially linguistic and cultural barriers. By considering the experiences of both native and non-native English speakers, this paper highlights the need for more inclusive and culturally sensitive writing to support clarity, readability and accessibility for diverse audiences. This contributes to the broader discourse on cross-cultural communication, offering theoretical and practical insights not only relevant to professional technical communicators but also scholars in technical communication and translation studies.

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Expectations vs. reality: A.I. in technical document writing and management

HENG Sylvie, FERREIRA DOMINGUES Stéphanie
Paris Cité University, July 2025

Abstract

Generative artificial intelligence has started to make a place for itself in people’s
professional life. As an emerging solution, it evolves quickly and new features
appear every day. Consequently, past research and data on this field may not be as
relevant today as they used to be.
Focusing on the field of technical communication, this exploratory pilot study aims
to investigate the prevalence of these A.I. based solutions, and their relevance in the
work of technical writers and knowledge managers. We interviewed two
professionals to learn about what they think technical writers and knowledge
managers need in terms of A.I. features, and their views on the future of A.I.. We
also conducted a survey, this time targeted towards technical communicators to
know about if they use generative A.I., what they use and what they think about it.
Our findings indicate that companies show a strong interest in generative A.I., and
most of them are considering implementing A.I. solutions. Respondents of the
survey agree with the interviewed professionals on what is needed from A.I.
solutions: reliability and data safety. Generative A.I. should allow us to save time
and work more efficiently.

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Writing for safety: how do technical writers ensure user safety?

Oumaima Ferdaous Kaab & Coralie Avodagbe
Paris Cité University, June 2025

Abstract

Although user safety is a key part of product design, it depends not only on thoughtful product design, but also on the ability of technical writers to clearly communicate how to use the product safely and correctly. However, the role of technical writers in this area is often ignored.
This study looks at how technical writers help keep users safe through their documentation.
We focused on three high-risk sectors: transportation, enterprise software, and financial
technology. This research is positioned as an exploratory inquiry and does not aim to deliver definitive conclusions. Instead, it sheds light on practices, challenges, and emerging patterns that reveal the often invisible role of technical writers in safety.

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To be or not to be an expert?

BANAS Maya, ROUXEL Aymeline
Paris Cité University, 29/06/2025

Abstract
A technical writer works as a bridge between technical knowledge and clear
communication. It is one’s every day’s challenge to find the perfect balance
between expertise and accessibility. So as much as it is important to deeply
know and understand a domain to make sure of the content’s accuracy, this
deep knowledge can also affect it negatively. This phenomenon is known as
the curse of knowledge. This article explores the different perspectives on
communicating complex concepts depending on the technical writer’s status
– apprentice or expert. Through a literature review and an analysis of
professional practices, we highlight the importance of collaboration between
experts and writers, as well as the major role of user orientation in the
transmission of knowledge. The goal is to offer strategies to improve
mediation between technical complexity and user understanding, but also to
understand to what extent does a technical writer need to be an expert in one’s
domain.

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