Re: Writing Corrective Actions for customers?

Subject: Re: Writing Corrective Actions for customers?
From: Michael West <WestM -at- conwag -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Mon, 21 Apr 2008 09:03:11 +1000

> They want you to write the letter instead of the tech
> who did the correction or the manager who was in
> charge of things? Call me paranoid, but I think
> something stinks. Sounds to me like you're being set
> up to take a fall if something doesn't work out. I've
> been a technical writer for 15 years, and this is the
> very first time I've ever heard of a TW being used as
> a communications layer in a tech support situation.

I just find this attitude incomprehensible.

A tech communicator has been asked to perform a straightforward tech
communications task, and other tech communicators are crying "foul!"

A tech communicator should handle this task like every other task:
* Identify the information need of the audience
* Research and understand the subject matter, consulting SMEs as necessary
* Design and execute the artefact that will accomplish the objective
* Have it reviewed, approved and published.


I've been a tech writer for 30 years, and I've observed that the "us" and
"them" adversarial approach reflected in the quotation above is the
biggest thing holding our profession back from the recognition we all seem
to crave.

Mike West
Melbourne, Australia

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