Crafting technical documentation hinges on the accurate transfer of knowledge from experts to the writer. However, a common pitfall for new technical writers is the "Interview-Writing Disconnect," where crucial details from an interview with a Subject Matter Expert (SME) are lost or muddled by the time they are transcribed into a user document. This article provides a comprehensive strategy to prevent such losses, ensuring that the information you gather is effectively transformed into clear and useful documentation.
Before meeting with an SME, thorough preparation is key. Familiarize yourself with the product, its context, and the end-users' needs. This foundational knowledge will guide your interview and help you ask more insightful questions. Here are steps to take before the interview:
During the interview, it's crucial to leave your ego at the door. Don't pretend to understand something you don't; instead, ask clarifying questions. Remember, you're the proxy for the user, and no question is too basic if it helps you convey information accurately.
Start with broad questions to establish context, then delve into specifics about the product's operation. Summarize your understanding aloud, especially if you're recording, to confirm accuracy with the SME. Inquire about related information, tips, and potential pitfalls associated with the product.
When the SME references a product feature, narrate their actions to create a clear audio record. For example, "The SME is now demonstrating how to enter a new contact in the address book." This narration will be invaluable when you review the recording later.
Take notes diligently but don't let it interrupt the flow of the interview. If the SME provides handouts, annotate them to create a cohesive record that integrates your notes, the audio, and any physical materials.
Immediately after the interview, review your notes and handouts while the discussion is still fresh. Clarify and expand on your notes to ensure they will be understandable even after some time has passed.
As soon as possible, draft the relevant section of the user document based on your expanded notes. Aim to do this within a day or two to minimize the disconnect. After letting the draft sit briefly, review and revise it for clarity, then consider seeking feedback from the SME on the content.
Allocate dedicated time for writing and reviewing the material post-interview, even if you're balancing multiple projects. Promptly transforming your notes into a draft saves time in the long run by reducing the need to reconstruct forgotten details.
By preparing thoroughly, engaging actively during the interview, and promptly reviewing and writing up your notes, you can significantly reduce the Interview-Writing Disconnect. This approach not only improves the quality of your technical documentation but also makes the writing process more efficient and less stressful.
For further insights on technical writing best practices, consider exploring resources from the Society for Technical Communication or reviewing guidelines from Microsoft's technical writing style guide.
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