Re: "Covert Interview"

Subject: Re: "Covert Interview"
From: Kelly Burhenne <burhennk -at- SMTPGW -dot- LIEBERT -dot- COM>
Date: Fri, 6 Jan 1995 10:18:05 EST

Text item: Text_1

In response to the ongoing discussion of the "covert" interview: At my
company, we realized that we were having problems with communication.
The SMEs viewed my questions as something they didn't have time for.
After all, they were busy actually doing it while I was simply(!)
documenting it. The resolution came with the establishment of "teams".
Each specific product line developed a team, consisting of two tech
support engineers, a training instructor, and a tech writer. I cannot
begin to tell you how much this changed things. Never again did I
struggle for information. I think it's the buy-in. The engineers feel
that when a good manual comes out, they were part of it all along.
It's no longer my work, it's a product of the team (even though I do
most of the work--i'm very humble!)

As of now, the engineers and I do not have the same supervisor/manager;
but that will probably change in the near future.

Kelly Burhenne
burhennk -at- smtpgw -dot- liebert -dot- com


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