Editor’s Note: This was the feature article in this month’s TechCom Manager newsletter, reprinted here with permission. Click the previous link to subscribe to the newsletter.
As documentation managers, technical communicators, and training specialists, we understand the importance of clear, concise communication. Or at least we are supposed to. As it turns out, many of us don’t. This article explores the new realities of a global information marketplace, the impact of the world wide web on communication professionals, and the importance of saying exactly what we mean.
Often, documentation managers are tasked with all sorts of chores — an increasing list of meetings, reports, updates, and other business minutiae heaped upon plates already full with responsibility. Ironically, many of these tasks are about managing the people, processes, and projects in their department, and not so much about managing the content itself.
Often, documentation managers are tasked with all sorts of chores — an increasing list of meetings, reports, updates, and other business minutiae heaped upon plates already full with responsibility. Ironically, many of these tasks are about managing the people, processes, and projects in their department, and not so much about managing the content itself.
This, however, is changing as more and more organizations begin to understand one business-critical fact: Content is a business asset worthy of being managed efficiently and effectively, just like the inventory of parts in a manufacturing plant or the dollars and cents in a group retirement fund. What’s needed is a coherent, repeatable set of processes designed to control the production, delivery, retirement, and archiving of content, supported by standards, and implemented using software tools designed to enforce rules and automate manual tasks.
This refrain is nothing new. Technical communication literature is packed with case studies, lessons learned and best practices detailing the need for adopting XML component content management, structured authoring, content reuse, automation…you get the picture.
But as many organizations start to see the importance of controlling their content, they usually take the path they have traveled most often before — the wrong path — one that leads to a less successful project. Instead of taking a step back and focusing on content and the needs of those who create it, consume it, and reuse it, organizations usually start by talking about software. And that is where the trouble begins.
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