Tag Archives: usability

The impact of a technical writer shortage within an organization

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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

The limits of video implementation in technical communication

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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

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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

What is the role of technical writers in fostering accessibility?

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Victoria Genin, MarcAlexandre Jacques, Tiphaine Monange

Paris Diderot University, July 1st 2016

Abstract

With the creation of international standards and the rise of public awareness, web and software accessibility have become a topical issue. Yet, it seems like accessibility is still rarely taken into account by technical companies who prefer to focus on innovation.

Part of the usability and accessibility of a software is based on its documentation. As technical writers, we wondered which role technical writers have to play in fostering accessibility.

The information used in this article was drawn from three main sources. In addition to reading articles written by accessibility researchers, we carried out two surveys to study the scope of accessibility in the creation and navigation of user interfaces: the first one was sent to disabled users and the second one to professionals. We also interviewed a highly experienced technical writer trained in accessibility. The results led us to conclude that technical writers definitely have a key role to play in fostering accessibility standards – either by increasing their cooperation with developers or by implementing accessibility solutions themselves.

Read the full article (PDF): What is the role of technical writers in fostering accessibility?

How User Experience helps reshape technical documentation

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Célia Goiset, Océane Franc

July 2013

Abstract

This article explains how the User eXperience (UX) reshapes technical documentation. The fundamental purpose of this research is to show how users’ expectations have an impact on technical documentation. Indeed, technical writing is not only the presentation of information but also how it is designed to meet users’ needs. The goal of the technical writer is to communicate the information in a clear and effective way so that the documentation audience understands it well and quickly. In this article, we will first explain the importance of user experience practices in the technical writing field to then analyze the methods used to satisfy users’ needs in our companies while highlighting the UX impact on the effectiveness and efficiency of the documentation. Finally, we will identify some of the UX best practices and tools to create better documentation and ensure the product and company sustainability.

Read the full article (PDF): How User Experience helps reshape technical documentation