I’ll admit that sometimes us Tech Writers think we’re the unsung customer heroes within organizations. That we’re the only ones who truly care about what users actually need. In reality, there is so much we can learn from our peers across functions about how to deliver value to customers.
Fear and Excitement Trigger the Same Physiological Response
I’ve learned that fear (or concern, worry, anxiety, etc.) and excitement (or eagerness, fulfillment, joy, etc.) can often co-exist for the same event or circumstances at the same time. I try to leave room for both experiences to be true at the same time.
A Customer and a Bot Walk Into a Bar
The future of TechComm will involve writing for humans and machines and TechComm strategy needs to evolve to support content extensibility across increasingly dynamic touchpoints.
The View from Outside In: What Users Don’t Care About and What to Do Instead
Customer interactions are becoming synonymous with content interactions. Today, all content must be available across all touchpoints to satisfy user intent at every stage of the customer journey.
Mind the Gap
Leadership advice: Identify gaps or needs that you can help solve for and keep your focus there, rather than wasting energy on things you cannot control.
The Upside of Opposite Day
Lately, I’ve observed a trend of realizing the value in sometimes trying the opposite of original instincts.