Why do we (still) need technical communicators?

When I first got into computers the transition from text-based to graphic adventures was still ongoing. In games like the classic Zork, users had to enter instructions at a command line. If you needed assistance then typing help would result in a summary of acceptable commands, like this:

At that stage I didn’t realise this was actually a form of technical writing. As I grew older I began to think that manuals and instructions were just for inexperienced users and that it should be possible to use any “well-designed” product, whether hardware or software, without having to resort to any additional aids. Faith in design and standards and the confidence to try learning by doing was usually enough.

When I started the MA Technical Communication and E-Learning program I was reminded of how pervasive and multifaceted technical writing is. A first assignment rewriting a memo about school dinners showed me that it is an art as well as a science and good communication is required in all areas of life.

This week I needed to produce a GANTT diagram for a work project, something I have never done before. Being unfamiliar with GANTT files in general and the software in particular, I was very reliant on the provided documentation which unfortunately proved less than helpful at first glance. A click on the Help menu revealed the following three point menu:

No signs of any obvious help are apparent. Clicking on the About option opens up this new dialogue which also does not mention Help in any form:

Taking a chance, I clicked on Meet GanttProject Team which opened up the About GanttProject page which was mainly a timeline of the project. Almost hidden in top right corner was a link to Support and Contacts. That finally brought me to The default support channel:

which finally seems to be the right place to get assistance but still isn’t obviously displaying any helpful information. I am aware that GanttProject is a free project created by volunteers but this help system does seem to offer a less than ideal user experience.

Experts agree that successful technical communication is clear, concise, and consistent. In the case of this program I would add that it should also be available and at the point of need. Without an internet connection and following my intuition I would have been completely lost.

This experience reminds me of the importance of technical communication and not to take it for granted. In my future projects, I will be doing my best to ensure that these goals of good technical communication are met.

Sources:

Markel, M. & Selber, S.A. (2021) Technical Communication, 13th edition. Boston, MA.: Bedford Books.

All images by the author.