Technical Authors are normally seen as masters of writing user documentation, but their skills are not often applied to other areas of the business. For example, it’s usually the case our clients for software documentation are different from our procedures writing clients.
However, we’re currently working for a client where we began by editing a white paper, and this has led us on to other projects across departments. Work has included developing customer journey maps, a terminology database, as well as the online Help. The role is morphing into that of a content editor role: checking for consistency, spotting errors in marketing copy, rewriting copy, and so on.
So what is different? What has led to this wider scope? It may be due to us being recommended to them by word of mouth, and they had greater confidence in our abilities. It may be because they are a start up. It could be because many of the staff are not native English speakers.
We suspect it’s because the first project was the white paper. They had something that was very useful to them, for promoting the company. They also included us in their in-house chat system, which meant we could see other areas where they had issues with content. This led to us intervening more than usual, making suggestions in a proactive way. The growth of chat systems, such as Slack and Socialcast, within companies could open up other opportunities for other Technical Authors, as long as they take the initiative.