As a content creator, you may wonder how your role will evolve with AI on the scene. Are you excited or concerned? Either way, this is a must-listen episode to learn and pivot.

Join us as Selvaraaju Murugesan and I discuss this topic at length to explore how content creators and, especially technical writers, need to pivot.

We dissect the evolving role of technical writers in the age of AI, focusing on how engineering concepts can be seamlessly integrated with technical writing to enhance content creation and user experience. Selva emphasizes how technical writers can transform their roles to become AI managers to guide and enhance AI-generated content.

We dive deep into the unification of product design and documentation, emphasizing the need for a "knowledge experience" to simplify users' learning processes.

If you are concerned and struggling to determine how to respond to the changing landscape of AI, then tune in. You will discover insights to prepare for a future with Gen AI while leveraging your current skills.

Guest Bio
Selvaraaju Murugesan is the head of Data Science at Kovai.co. He focuses on integrating AI features into Document360 - a knowledge base SaaS. He is an active community member in the technology and documentation space. His recent article, "Is Your Content Ready for Gen AI Based Agents?", was featured in the tcworld magazine.

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Intro and outro music - Az
Audio engineer - RJ Basilio

Kim Campbell, who wears many hats, joins me on this latest episode to unlock the secrets behind effective technical editing. Kim and I explore the fundamentals of technical editing, highlighting its pivotal role in ensuring high standards and tailoring content for specific audiences. We dive into the growing necessity of human oversight amidst the rise of AI-generated content, ensuring accuracy and quality remain uncompromised.

In our deeper dive into the editing process, we unpack the various levels of technical editing, from developmental and structural editing to copy editing and proofreading. Highlighting the importance of collaboration and open dialogue, especially in tech environments, Kim provides strategies for resolving conflicts between authors and editors. Our conversation also delves into the emerging role of tech editors as change agents and the impact of generative AI on technical writing. Join us for a discussion filled with practical tips and valuable insights for mastering the art of technical editing.

Guest Bio

Kim Sydow Campbell, Ph.D., is a linguist who has been studying workplace language for more than 30 years. She joined the Department of Technical Communication at the University of North Texas in 2016, where she now serves as Director of Corporate Relations, promoting constructive interactions among industry professionals, students, and faculty. When she isn't doing research or teaching, you'll find her cooking, watching movies, swimming, or just hanging with her family and fur babies.

Suggested Resources

• Professional standards from the Editors Association of Canada 
• Kim's Youtube channel with course material

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Intro and outro music - Az
Audio engineer - RJ Basilio

Unlock the secrets of a unified content experience for enhanced customer satisfaction with Scott Abel. Known as the Content Wrangler, Scott takes us through his journey from journalism to becoming a key player in content strategy.

Ever wondered why customer experience is more than just a buzzword? We unpack its multifaceted nature, shining a light on every interaction from prospective to former customers, including internal stakeholders. Scott and I discuss the often-overlooked strategic role of technical writers in delivering timely and relevant content. You'll learn about the potential pitfalls and inefficiencies when customer experience strategies are managed by departments outside content teams, and the financial implications of recognizing technical communication as crucial for customer experience success.

Discover the strategic value of technical documentation beyond its traditional role. This episode covers how documentation impacts post-sale support and even pre-sale decisions, driving significant traffic without a marketing budget. We explore leadership awareness, the importance of interdepartmental collaboration, and the critical role of metrics in ensuring customer satisfaction. With insights into evolving KPIs, effective corporate communication, and the importance of continuous learning, this episode gives you simple tips to improve the overall content experience in the customer experience journey.

Guest Bio
Known as "The Content Wrangler," Scott Abel is a content strategist who helps companies improve the way they author, maintain, and deliver information to those who need it. He's co-author of "Intelligent Content: A Primer" and "The Language of Content Strategy" and creator of the Content Strategy Series of books from XML Press.

His blog, TheContentWrangler.com, is a popular destination for communication pros seeking information about content management strategy and related topics. Scott’s social networking group on Linkedin, The Content Wrangler Community, is a global network of content professionals that attracts tens of thousands of members from around the world. He also has a large following on Facebook and Twitter.

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Intro and outro music - Az
Audio engineer - RJ Basilio

Are traditional documentation formats holding you back?

Join us as Christopher Ward offers a unique perspective on the future of technical communication. Discover how Markdown, with its straightforward syntax and open nature, can revolutionize the way technical writers and subject matter experts collaborate. Markdown simplifies collaboration by separating content from style, bridges the gap with developers, and aligns content creation with business goals. 

We also discussed the profound impact of artificial intelligence and generative AI on the field, underscoring the pivotal role that technical writers play in developing and enhancing AI models while recognizing the limitations of AI-generated content and the irreplaceable value that human technical writers bring to the table.
 
Tune in for actionable insights and strategies to elevate your technical communication game.

Markdown Demo

Demo of the technical writing process using Markdown at 39:38.

Resources

• Blog  - [https://goto.webworks.com/newworkflow](https://goto.webworks.com/newworkflow) 
• Free Markdown Editors with AI Integration
  (Caution - everything you input or query using these tools is public. There is no privacy with these tools.)
  • Notion - [https://www.notion.so/](https://www.notion.so/
  • Marktion - [https://marktion.io](https://marktion.io)
• Free Trial and Documentation for Markdown and Markdown++
  • https://goto.webworks.com/newworkflow
  • https://goto.webworks.com/markdowntrial
  • https://goto.webworks.com/markdowndocs

Guest Bio

Christopher Ward is a dynamic professional with a diverse background spanning military intelligence, corporate sales, and strategic marketing. Education has always been a cornerstone of Christopher's journey. Graduating Magna Cum Laude with a Bachelor of Science in Telecommunications Management from DeVry University, he demonstrated a commitment to academic excellence and a thirst for knowledge.

Christopher is a certified expert in Google Analytics, having earned certifications for both basic and advanced concepts. His proficiency in data analysis and digital marketing strategies has been instrumental in shaping successful campaigns and optimizing organizational performance. 

A prolific writer and presenter, Christopher has contributed articles to various Technical Documentation Magazines and has graced stages across the United States and Europe. With over 15 years in TechComm and 20 years as a business analyst, he brings a wealth of experience and insights to every endeavor. You can contact Christopher at [email protected].

Christopher is presenting at Lavacon. Use the discount code (Ward24), to get a $200 discount. 

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Intro and outro music - Az
Audio engineer - RJ Basilio

As content creators, we are constantly at the edge of our seats as we try to juggle multiple content deliverables. How do we strategize and manage stakeholder expectations?

Robert Mills, the founder of Fourth Wall Content, joins me with techniques and insights into collaborative content prioritization.  With a journalism and content operations background, Robert shares the power of clear communication and methods you can employ to ensure your workflows and content efforts are efficient and effective.

Discover four decision-making techniques: dot voting, the MoSCoW method, the RICE method, and the five whys. Robert and I dissect each technique, revealing how they can be leveraged for in-person and remote collaboration. Whether you're managing a major website overhaul or juggling a slew of content requests, these methods offer a structured approach to prioritization that can be adapted to any team or project context.

Effective content strategy goes beyond mere tools—it's about managing inventories, creating seamless user journeys, and engaging stakeholders with empathy and data-driven decisions. Robert’s practical advice on starting with simple tools like spreadsheets will resonate with anyone looking to streamline their processes without breaking the bank. Tune in to uncover how to balance collaboration with quick decision-making, build trust within your team, and drive your current initiatives.

Guest Bio

Robert Mills is the founder of Fourth Wall Content, working with clients on content strategy, content design and content operations. He has recently worked with Marie Curie, the RAF, Natural Resources Wales, Social Care Wales and NHS England.

Rob is a journalism graduate and has previously worked as Head of Content for a Saas company, Studio Manager and Head of Content for a design agency, and as an Audience Research Executive for the BBC. 

He’s an experienced copywriter and editor, a published author, and speaks about content strategy at leading industry events or on podcasts.

Show Credits

• Intro and outro music - Az
• Audio engineer - RJ Basilio

Can outdated training data and hallucinations in large language models (LLMs) hold back your AI projects?

Manny Silva joins us to uncover Retrieval Augmented Generation (RAG), a technique that improves the output of LLMs. He shares practical insights with real-world applications that ensure AI-generated responses are accurate and contextually relevant.

The future of content creation is going to be automated. Manny reveals how we can cut down the time required to produce first drafts by using developer tools and open-source communities. Learn about integrating engineering and design documents, and templates from the Good Docs Project, all optimized for LLM inference.

This episode also explores the delicate balance between AI and human creativity in writing, emphasizing that while AI can handle initial drafts, human input is invaluable for refinement. Tune in for a compelling discussion that will transform how you approach AI and content creation.

Link to the video demo for RAG. The demo runs from 43:10 to 49:30.

Guest Bio

A tech writer by day and engineer by night, Manny Silva is Head of Docs at Skyflow, codifier of Docs as Tests, and the creator of Doc Detective. He’s passionate about intuitive and scalable developer experiences and likes diving into the deep end as the 0th developer.

Resources

• Engineer-focused article on RAG for Stack Overflow - Manny Silva 
• Taking RAG to Production with the MongoDB Documentation AI Chatbot-  Ben Perlmutter from MongoDB 
  
  

Show Credits

• Intro and outro music - Az
• Audio engineer - RJ Basilio

Kieran Morgan and I connected to discuss how to manage projects and priorities as technical communicators, particularly in agile environments.  With Kieran's vast experience in operations and governance, he shares strategies that can empower you as a writer to take charge of your workload without the luxury of dedicated project management support.

From the importance of planning to the art of negotiation with stakeholders, our conversation dives into project management skills vital for technical writers. As we unravel the complexities of defining scope, scheduling, and budgeting, Kieran offers invaluable advice for those new to the field. Discover how embracing formal training in basic project management skills can be a game-changer, extending beyond mere schedules and trackers to encompass a holistic view of project execution, including risk and stakeholder management.

Lastly, we bridge the gap between cognitive psychology and technical writing, shedding light on how a deeper understanding of the 'why' can transform documentation into a more effective learning tool. We explore the power of visuals, the importance of content chunking, and the necessity of tailoring documentation to the needs of a majority user base to avoid scope creep.

Key Takeaways:

• Planning: Essential for successful project execution.
• Scope Definition: Crucial for project success.
• Simple Tools: Excel for tracking.
• Negotiation: Key skill with stakeholders.
• Cognitive Psychology: Enhances documentation effectiveness.

Guest Bio

Kieran Morgan is an author and entrepreneur. As the founder of Boffin Education, he is passionate about applying his diverse skill set in leadership, operations, and documentation to the challenge of building a knowledge business.

His 2015 book, Technical Writing Process, is a top-seller on Amazon with over 9,000 copies sold (books + templates). A new edition of the Technical Writing Process (2024, 2nd ed.) brings the content with up-to-date information for modern technologies and recent developments in industry best practices. Head over to the home of the Technical Writing Process (2024, 2nd ed.) on Boffin Education.

In addition to his entrepreneurial and authorship experience, he's also an experienced program and operations manager, with strong expertise in planning and pitching new programs, facilitating governance forums, and leading complex programs.

Resources

Boffin Education is offering a 10% discount on their project management courses for technical writers. Use this code 44EF3D to avail of the discount.

 Show Credits

• Intro and outro music - Az
• Audio engineer - RJ Basilio

Curious about the publishing requirements and nitty-gritty of regulated content? Just one compliance slip can mean lost time and dollars. Tune in to this episode to discover how Quark Software can help you cut costs and enhance your compliance, collaboration, and automation efforts.

Richard Worrell and Emerson Welch from Quark Software join us for a riveting discussion on the ins and outs of regulated content creation, where every detail matters. You'll learn strategies to ensure your documentation is bulletproof against the most stringent regulatory standards. Prepare to understand the weight of non-compliance and how aligning with corporate styles and guidelines isn't just about ticking boxes—it's about safeguarding your brand's integrity and market presence.

With regulated content, collaboration is key. Rich and Emerson walk us through the advantages of using Quark Publishing Platform.  By leveraging tools like Microsoft Teams within Quark's advanced workflow engine, we learn how multiple authors can seamlessly contribute to a single document simultaneously—an orchestration that not only maintains compliance but accelerates content delivery.

Lastly, we talk about how Quarky, the artificial intelligence (AI) assistant, can assist with managing multilingual documents.  We explore how the AI assistant can identify reusable content, streamline quality assurance, and refine content strategy.

Resources to check out

• Blog on regulated content 
• A White paper that explores the shifting dynamics between in-house, hybrid vendor, and platform & ecosystem approaches for implementing a content automation solution.
• Quark Security Center - A central repository for security documentation

Guest Bios

Emerson Welch, VP Global Marketing at Quark, is responsible for driving Quark’s marketing strategies to strengthen the company’s market position to support business growth. With over 25 years of B2B software product and brand marketing experience, Emerson has successfully led marketing teams for small startups, channel partners and large enterprises. His technology expertise in content automation, creative collaboration workflows, ERP, CRM, IT support services and more, has resulted in a consistently strong track record of enabling sales to grow revenue through a proven combination of evangelism, simple messaging, innovative content and targeted demand generation campaigns.

Richard (Rich) Worrell, Quark's Enterprise Senior Product Manager, leads a global team dedicated to driving content automation and intelligence solutions for large-scale organizations. He is responsible for delivering Quark's product strategy and its enterprise product roadmap. With expertise in enterprise architecture and a proven track record in product roadmap development, Richard leverages his deep understanding of enterprise dynamics to drive technical innovation and deliver cutting-edge solutions to customers.

Show Credits

• Intro and outro music - Az
• Audio engineer - RJ Basilio

As technical communicators, this challenge most likely resonates with you -- how do you keep docs in sync with your product? In the words of Manny Silva, "When product updates are frequent and user expectations are high, maintaining accurate and up-to-date documentation isn’t just a necessity—it’s a competitive advantage."

Manny proposes. Docs as Tests, a strategy that keeps your docs in sync with your product. It’s a way to test your docs, just like engineers test their code.

As Manny joins me,  we unravel the story of Doc Detective—an innovative tool that challenges the status quo by ensuring documentation remains in lockstep with product functionality. Through a case study and demo,  Manny shares how Doc Detective tests your content against your product UIs and APIs to ensure that your docs are always accurate, complete, and relevant.

Where can you view the demo?

View the demo (24:04 to 34:24) at this link. 

Resources

• Docs as Tests blog
• Doc Detective Github (open to contributions!)
• Doc Detective documentation (open to contributions!)
• Doc Detective Discord channel (for questions and contributors)

Events to attend where Manny will be presenting in 2024

• Write the Docs, Portland 
• Linux Foundation Open Source Summit on April 18th
• STC Summit on May 17th

Guest Bio

A tech writer by day and engineer by night, Manny Silva is Head of Docs at Skyflow, codifier of Docs as Tests, and the creator of Doc Detective. He’s passionate about intuitive and scalable developer experiences and likes diving into the deep end as the 0th developer.

Show Credits

• Intro and outro music - Az
• Audio engineer - RJ Basilio

The humble notes serve a larger purpose - be they a simple list, recipes,  or essential information we jot down for later recall and planning. We sit down with Jorge Arango, the coauthor of Information Architecture for the Web and Beyond, to unlock the secrets of note-taking.

Our first episode of the season with Jorge is more than a conversation; it's a roadmap to redefining how we handle the barrage of digital information overload.  His latest work, "Duly Noted," offers deep insights into how we benefit from good note-taking and note-making practices. We discuss the evolution of thought organization and how technological advancements enable us to manage our ideas, reflections, and discoveries with newfound clarity by using digital tools.

Jorge helps us envision a future where AI isn't a threat but a collaborator, amplifying our creative processes. Tune in, and transform the way you gather, organize, and leverage knowledge in a highly digitized world.

Don't forget to purchase your copy of the book with this discount code ITCPOD for 20% off the price of the book, Duly Noted. This code is valid for only 30 days after April 4. 

Guest Bio

Jorge Arango is an information architect, author, and educator. For the past three decades, he has used architectural thinking to bring clarity and direction to digital projects for clients ranging from non-profits to Fortune 500 companies. He’s the author of Duly Noted: Extend Your Mind Through Connected Notes, Living in Information: Responsible Design for Digital Places, co-author of Information Architecture: for the Web and Beyond, and host of The Informed Life podcast. Besides consulting, writing, and podcasting, Jorge also teaches in the graduate interaction design program at the California College of the Arts.

Suggested Reading

• Using AI as an Assistant to Organize Content

Show Credits

• Intro and outro music - Az
• Audio engineer - RJ Basilio