Genres in Technical/Professional Writing

Although my role in this internship called for very little writing, I did still have to handle the occasional emailed conversation between myself, my supervisors, and the writing contestants of The Writers’ Slate. This email “genre” of writing (as Carolyn Miller calls it in her article “Genre as Social Action”) is extremely common today both in and out of the workplace, and is certainly not limited to technical writing professions. However, as Anis Bawarshi and Mary Jo Reiff explain in their article “Rhetorical Genre Studies,” no genre is limited to its most common uses. The genre of emailing in the workplace, then, is not limited to the “typified rhetorical actions” (as Miller calls them) of asking for a supervisor’s approval or seeking a coworker’s feedback. In the case of this internship, the seemingly mundane genre of workplace emailing required more specialized typified rhetorical actions in order to meet the needs of our publication.

For example, although I did regularly undergo the routine typified rhetorical actions of emailing my supervisor in order to update, inquire, or ask for more direction, I was also assigned the task of sending congratulatory emails to Slate contestants whose entries we selected for publication. In order to avoid rewriting the same information in each email, however I created a “congratulations letter” template in Microsoft Word. The template allowed me (and will allow future interns) to simply replace a few key items in each letter: the name of the contestant, the title of their submission, and the dates of selection and publication. This template minimizes error and prevents the hassle of having to rewrite or copy and paste the same information in every email. Instead, we can simply alter the key items listed above and attach the Word document to the appropriate email.

There is one other genre of writing that I did have the privilege of undertaking when Dr. Franklin, the Slate editor, trusted me to step in and act as the guest editor for the 2014 Contest Edition. After fulfilling the responsibilities of editor, intern, and designer, I got to write a Letter from the Assistant Editor. For this particular publication, this genre of writing called for an explanation for my love of English studies, along with a few choice thank you’s to those who influenced my education and helped me to become a Writers’ Slate member.

In their article “Genre Research in Workplace and Professional Contexts,” Bawarshi and Reiff examine ways in which novice learners are “initiat[ed] into the community” of a genre. From my own experience at The Writers’ Slate, I can answer quite simply. For the “congratulations letter” templates, I revisited assignments from my own undergraduate Technical Writing courses. In these courses, we discussed and practiced with similar genres of writing in various professions (including magazine writing and editing, grant writing, and instruction manual writing). As for the Letter from the Assistant Editor, I looked to past editions of the Slate in order to examine the recurring rhetorical elements of Dr. Franklin’s tri-annual Letters from the Editor. 

In every respect, I feel that I have learned a great deal about these writing genres throughout my experience at this internship. However, it is just as Carolyn Miller states: “genres change, evolve, and decay.” Armed with this knowledge, I anticipate entering new professional contexts with an open mind in regard to the genres of writing I have yet to encounter.

Sources
Bawarshi, Anis, and Mary Jo Reiff. "Rhetorical Genre Studies" and "Genre Research in Workplace and Professional Contexts."
Miller, Carolyn. "Genre as Social Action."

Defining Technical/Professional Writing

Dear Dr. Bushman,

Technical and professional writers have attempted numerous times to define what the technical and professional writing field should consist of, which aspects it should focus on, and where lines should be drawn before crossing into other niches like scientific writing. As it stands now, there are several conflicting points of view. One particular view suggests that there is a universal language possible and that there can be no room for misunderstandings if the correct words are chosen.

In the essay “A Humanistic Rationale for Technical Writing”, Professor Carolyn Miller of North Carolina State University explains that for a sort of universal language to be possible, it would need to be completely objective and devoid of any emotional verbiage (17). To be sure, the idea of a universal language is a view I subscribed to for a time. Believing along the same lines as Professor Elizabeth Tebeaux of Texas A&M University, that the only things I needed to learn were simply utilitarian technical writing skills (823), I imagined that all one needed to thrive in the technical and professional writing field was a large collection of words and objectivity from the readers, but I have since learned that much more is necessary if one is to prosper. A certain amount of psychological insight is useful in identifying the reader and comprehending their needs and desires, and a competent knowledge of design basics can really give a project life.

During the time I have worked as an intern with Writers’ Slate publication, I have had the chance to view some great opportunities available to us. One such opportunity would be to add an additional technical and professional writer to the publication team. Typically, technical writing is associated with very concise language being used to convey a certain concept or idea; however, since the majority of Writers’ Slate content is submitted by outside contributors, the technical writer’s role here is redefined. As the Writers’ Slate intern, I have spent time drafting acceptance letters, editing submissions, and working with authors to achieve a final product. My duties also included order selection of final pieces, a magazine redesign, and a degree of customer service.

When searching for a technical and professional writer that will fit Writers’ Slate magazine best, it is important not to discount the value of humanities experience. Humanities courses are considered to be those that examine the way in which humans conduct themselves, such as art, literature, history, and more. Choosing a technical and professional writer that has been educated in some of these fields can be immensely helpful for Writers’ Slate, where one person bears responsibility for many varied aspects of the publication. As Miller once again explains, the technical writer’s success is based in their culmination of knowledge, both practical and rhetorical, from all aspects of life (20). Obviously knowledge of language and keen perception of how plots in literature proceed are necessary, but an understanding of art and graphic design would make the design of the magazine easier and less time-consuming than for a writer with little to no experience. For these reasons and more, there is value in a technical and professional writer from a humanities department.

Sources:

Allen, Jo. "The Case Against Defining Technical Writing".

Dobrin, David N. "What's Technical About Technical Writing?"

Miller, Carolyn R. "A Humanistic Rationale for Technical Writing", "Carolyn Miller Responds", and "What's Practical About Technical Writing?"

Tebeaux, Elizabeth. “Let's Not Ruin Technical Writing Too: A Comment on the Essays of Carolyn Miller and Elizabeth Harris”.

Defining Technical/Professional Writing

Dear Dr. Bushman,

Although Dr. Franklin and I work well together as your Writers’ Slate team, the publication would benefit greatly from a third team member, especially if that team member were a technical writer, like myself. Technical writing is a broad term, and I understand if when you hear it you associate it objective writing, rigid and concise terminology, or writing that aims to be so exact that nearly any audience can understand it. These are the ways in which the term “technical writing” has been defined repeatedly in the past—these specific examples being paraphrased from a compilation David N. Dobrin lists in his article “What’s Technical about Technical Writing?”

 

Despite the ubiquity of these definitions of technical writing, they are limiting and misleading. As Jo Allen (technical writer and professor) discusses in her article “The Case Against Defining Technical Writing,” agreeing upon a definition is a great challenge “when we consider the recent expansion of our field” (68). The field is no longer limited to writing pamphlets and manuals, but now includes, among other things, “illustrations, communications management, public relations, editing, computers analysts and programming, [and] researching” (69). Technical writing has expanded far beyond writing and editing. It is now even crossing over into the humanities, and we at The Writers’ Slate should take advantage of this fact.

As Carolyn Miller is incessantly arguing, technical writing is both practical and has humanistic value. In other words, technical writers who earn their degree from a humanities department are not simply collecting skills that only apply to their field. They are also trained to think critically, communicate effectively, work in teams, work individually, research, improvise, design, draft, revise, and persevere. And because, as Allen informs us, there are now so many specialties in which each technical writer can focus and excel, the addition of a second technical writer can only make us a more well-rounded team.

I personally recommend searching for a candidate with a strong background in document design and communication—document design because it is not a great strength of either Dr. Franklin or myself, and communication because we are constantly discussing journal entries with contestants and their parents or teachers (many of the contestants are in grade school). Although our program has never, under the direction of Dr. Franklin, missed a deadline, there have been instances in the past in which excellent Slate entries had to be excluded or pushed back for a future edition simply because our two-person team can only do so much in such a short time frame. Having a third English major on board will help to ensure that we reach our deadlines without overlooking any important aspects of publication; having a technical writer on board will help to ensure that our product reaches a professional caliber.

Sources

Allen, Jo. "The Case Against Defining Technical Writing."

Dobrin, David N. "What's Technical About Technical Writing?"

Miller, Carolyn R. "A Humanistic Rationale for Technical Writing," "What's Practical About Technical Writing?" and "Carolyn Miller Responds"

Training for the Future

Training for the Future

While my time at Krimson Kultuur (KK) definitely contributed to my qualifications as a technical/professional writer, I wouldn’t say I did technical writing. My time at KK taught me more about running a business and working in a group setting. The group part of this is what I found to be the most beneficial. It taught me the need for communication amongst people in order to be more successful. This is an asset that is needed in every job. Chaos theory doctrine states that “simple systems give rise to complex behavior, and complex systems give rise to simple behavior (Soplinksy 112). Usually the most complex problems can be solved with better communication (a complex system giving rise to simple behavior). It’s a great thing to keep in mind.

Looking for a job after graduation can be a daunting task. Most places will want some kind of “experience” (usually 3-5 years) or skills in some specific software. While the experience hurdle is a problem the software specific knowledge can usually be solved with some in-depth internet research.

Job One

Charlotte

Posted Date:	7/25/2014
Job Category:	Financial Services
Position Title:	Technical Writer
Salary Range:	Contract
Location:	Charlotte-Gastonia-Rock Hill, North Carolina, USA
Desired Skills:
Description:	COMPANY PROFILE: •Fortune 100 Financial Services Company •100-year history of success •Tremendous growth and new business strategy has led to the need for high potential talent •Recent significant investments in cutting-edge technology WHAT THIS COMPANY OFFERS YOU: •Culture: Excellent work environment that fosters collaboration •Growth: Ability to make an impact in the direction of the organization •Opportunity: Gain hands-on experience working with cutting-edge products •Stability: Financial Performance of the company has reported record profits LOCATION: •Charlotte THE ROLE YOU WILL PLAY: •Organize material and complete writing assignments and research according information design, information architecture, training material development, illustration and graphic design, user interfaces, and business analysis •Maintain records and files of work and revisions •Edit, standardize, or make changes to material prepared by other writers or establishment •Review published materials and recommend revisions or changes in scope, format, content, and methods of reproduction and binding •Document procedures for both simple and complex functional areas DESIRED PROFILE: •5+ years experience as a Technical Writer •Strong attention to detail •Any exposure to the AppScan or similar security vulnerabilities tools is a plus •Very familiar with procedure level documentation for IT systems •Proficient with procedure level documentation for IT systems *Accrue Partners is headquartered in Charlotte, NC and serves this client relationship across the country. We offer a comprehensive benefits package for our consultants including medical, dental, life, and short term disability.*

The two major things for this application are AppScan and IT systems. AppScan is a web security software tool that tests web applications for security vulnerabilites. Tutorials, like the one here, can be found for this software all over the web. Exposing yourself to this would be good.

The proficiency with documentation of IT systems is a little bit tougher. IT refers to information technology systems. Basically it refers to the storage of information on computer networks for a company. The most common data representation for this kind of work is extensible markup langauge (XML). A solid beginner’s guide for XML can be found here.

On a sidenote, I cannot find this company. The job application is http://webconnect.sendouts.com/CN_Frame.aspx?ID=Accrue&SiteID=WebConnect&Group=WebConnect&Key=CN&CNTrackID=10&CnId=&PostId=c6cc07b0-1ab7-4398-8415-8eb9d9c83fe9&ApplyNewCan=0 but it doesn’t actually show any website for the company. This would make me wary of applying for them.

Job two

SugarCRM

Technical Writer

Technical Support | Cupertino, CA or Raleigh, NC or Remote, United States 

About SugarCRM, Inc.

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable CRM solution in the market.  Recognized by leading market analysts as a “visionary” company, Sugar is deployed by over 1.4 M individuals in 120 countries and 26 languages.

Sugar is positioned to fully unleash the promise of CRM with our innovative CRM system designed for every individual who engages with customers: sellers, marketers, customer support agents, receptionists, and executives.  The company is delivering a completely transformed, individualized CRM user experience that is immersive, engaging, and intuitive. Sugar fuses the straightforward simplicity, mobility, and social aspects of a consumer app with the business process optimization of conventional CRM.

Description

Our technical support team is looking to continue improving their commitment to exemplary service with the addition of a Technical Writer.  The ideal candidate will work within a team that specializes in documenting the SugarCRM application through user guides and knowledge base articles. In turn, that specialization will propagate to our customers and partners to empower their use of the SugarCRM application. 

Responsibilities 

• Prepare, edit, and publish user guides, knowledge base articles, and release notes while adhering to all aspects of our style guide
• Collaborate with other departments to identify and document new features and functionality in upcoming releases and to help prioritize content creation
• Create knowledge base articles for our public support site to help drive frequent customer issues to self-taught resolutions
• Produce 'Support Short' videos with team members that aid customers in configuring and using the application
• Maintain existing content as features evolve in the product to ensure information is always up-to-date and categorized appropriately
• Collaborate with the technical support team to identify high-impact areas of the product that could benefit from additional self-help resources

Qualifications

• Enthusiasm and proven ability to write user-centric content required
• Ability to speak to all levels of application users (end users through developers) in a clear and concise manner required
• Very strong attention to detail with proficiency in grammar and written communication required
• Knowledge in structuring content to maximize Search Engine Optimation (SEO) a plus
• In-depth knowledge of SugarCRM, or related applications, a plus
• Portfolio of prior writing experience a plus

Location:  Cupertino, CA preferred.  Other locations will be considered.

Note to Recruiters and Placement Agencies:  SugarCRM does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any SugarCRM employee. SugarCRM will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of SugarCRM and will be processed accordingly. 

Who we are...

SugarCRM was founded in 2004.  The company is headquartered in Cupertino, California with European headquarters in Munich, Germany and Asia Pacific headquarters in Sydney, Australia.  We are pre-IPO, growing fast and always looking for the top talent.  If you're looking for the excitement and feel of a start-up, but the stability and experience of a market leader, then you're going to love working at SugarCRM.

What is it REALLY like to work here

• Open is at the heart of our business and our culture.  You won't find cubicles here
• Management asks for everyone's ideas and problem-solving solutions
• Engineers drive many of the product's features
• Employees are closer to the customer's needs
• Entrepreneurial-spirited employees
• Collaborative work environment
• Ownership is the greatest self-identity at SugarCRM - you are making an impact now
• We are a merit-based company - many opportunities to learn, excel and grow your career
• Wednesday Lunch Demos
• Onsite Family Movie Night at our U.S. Headquarters
• Free onsite fitness classes at our U.S. Headquarters
• Onsite Meetups - making connections with our community

SugarCRM is a company responsible for the web application Sugar, a customer relationship management system. Basically it is a system for managing a company’s interactions with current and future customers. It uses technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

On the software side, one of their big pluses is knowledge of their Sugar system, which can be found here for free registration. Another important skill they want is SEO knowledge. This can be found here.

Job listing: http://hire.jobvite.com/CompanyJobs/Careers.aspx?k=Job&c=qda9Vfwb&j=oXXiZfwV&s=Indeed

Job Three

Blizzard Entertainment

Technical Writer

CUSTOMER SERVICE - GLOBAL PLANNING AND SUPPORT

Office: Irvine, California, United States

Global customer service (CS) operations relies on a small team of technical writers to own a variety of critical documents and public-facing content. Technical writers interact routinely with project managers and development teams to understand requirements and plan and deliver content. This work requires a high level of professionalism and consistency. The ideal candidate will stay abreast of support procedures, policies, and major contact drivers. As a key member of the operations team, technical writers are expected to maintain Blizzard Entertainment’s culture of excellence and commitment to quality in every aspect of their work.

Responsibilities

·        Create and maintain articles for Blizzard’s internal and external knowledge bases.

·        Develop and maintain technical documentation covering Blizzard’s internal support tools.

·        Initiate and implement localization for all support site content.

·        Use analytics and reporting to understand user behavior and verify that content is meeting their needs.

·        Coordinate with project managers to gather documentation scope and requirements and deliver essential content on time.

·        Analyze customer service-related training, policy, procedure requirements, and provide revisions for upcoming content changes.

·        Assist with internal and external communications for high-impact product updates and service changes.

·        Create and maintain a consistent library of customer-facing templates and preformatted responses and maintain product policy and workflow knowledge for all customer support departments.

Requirements

·        Exceptional proficiency in technical, business, and persuasive writing with the ability to self-edit

·        Strong verbal communications skills

·        History of excellence in quality and professionalism

·        Strong, independent work ethic and ability to adapt to change

·        Excellent multitasking and prioritization skills

·        Proficient with Microsoft Office Suite products, Microsoft SharePoint, Internet Explorer, Firefox, and Chrome

·        Flexible to work rotating shifts as needed

·        Working knowledge of HTML, CSS, or other programming languages

·        Related Bachelor’s degree or equivalent work experience in technical writing

Pluses

·        Experience in a customer service / call center environment

·        Familiarity with MS Project, Visio, and Google Analytics

·        Fluent in Korean, Chinese, Spanish, or Portuguese

·        Drive for self-improvement

·        Passion for supporting gamers

·        Knowledge of Blizzard Entertainment games

Required Application Materials

·        Resume

·        Cover Letter which should include:

·        Why you are interested in working at Blizzard

·        What games you are currently playing

**Only submittals with Cover Letters will be considered

Blizzard Entertainment, Inc. and its affiliated companies is an equal opportunity and affirmative action employer.

This last company is something of a dream job company for me. Blizzard Entertainment is a video game juggernaut. They have produced some of the best known video games of all time such as StarCraft, World of Warcraft, and Diablo. To work there would be insane.

The four main software programs that I would need to learn about would be Microsoft SharePoint, MS Project, Visio, and Google Analytics.

SharePoint is a web application framework that carries many similarities to the Microsoft Office programs, but it has more of a focus on content management and file management. Microsoft has tutorials for such things here.

MS Project is a project manager software program designed to assist a project manager in develop a plan, assigning resources to tasks, tracking progress, managing a budget, and analyzing workloads. It also shares similarities to the Office programs. Microsoft again has tutorials for such things here.

Visio is diagramming and vector graphics program. It is also a part of Office. Tutorials can be found here.

Google analytics is a Google service that generates detailed information about a website’s traffic, traffic sources, measure conversions, and sales. It is invaluable for understanding the success of websites. Tutorials can be found here.

Job listing: http://us.blizzard.com/en-us/company/careers/posting.html?id=14000FP

Skills like good communication, quick learning, strong work ethic, and so on are skills that are gained over time and are essential for all jobs. These software skills that I have talked about are specific to these jobs. It seems to me that if you have interest in a job and see some kind of software requirement, the best thing to do is search for tutorials to learn as much as possible before you apply. It’s the best way to train and get your foot in the door.

From Schoolroom to Workroom

Job:

My internship has been at the Krimson Kultuur store in Pittsburg, KS. We don’t really have a formal job title for any of the interns, but we all have our own qualifications for being there. Most of the work I have done has been graphic oriented with a little bit of writing and a major focus on being able to use technology. There’s also been the expectation to work in the store and demonstrate knowledge of the store items to customers.

Qualifications:

•  Quick learner – the store uses register software called Square through an iPad. On my first day, I was given a brief rundown of the system, and then I was expected to be able to work the store by myself shortly afterwards.
•  Independent worker – the store is run almost exclusively by interns, so interns end up making most of the major decisions and deciding how branding occurs. There is an expectation for you to bring ideas to the meetings and work on these plans in your free time.
•  Team player – meetings happen each week with interns and the intern supervisor. This is where the plans for each week are created. To have these meetings and goals run smoothly, you need to be able to work well within a group.
•  Concise writer – I have had to revise some store procedures and write info cards for some of our national/international vendors. In each of these cases, I needed to convey information in a limited amount of space, so the ability for clear and concise writing is a must.
•  Graphically inclined – I have created the design for the store’s business cards and info cards. With each of these I created the layouts, manipulated the KK logo to fit my design, and provided the info within the card. Knowing the principles of design and being able to apply them to your work is mandatory for the internship work I have done.
•  Technologically savvy – I have used a wide array of software during my time at the store. Programs such as Photoshop, Illustrator, InDesign, Word, and Excel are all things a person should be able to use.
•  Researcher – for each of the vendors in the store, an intern should be able to look them up and find information about their products. This is essential to knowing why we are selling the items in the store. People are more inclined to buy something if they understand the significance of the item.
•  Internet capable – I have also had to edit the store’s Weebly website. This means I needed to be able to quickly learn a new technology, as previously stated, and have a basic knowledge of HTML and CSS.

In Chris Anson and Lee Forsberg’s “Moving Beyond the Academic Community,” they talk about the four stages an intern goes through known as expectation, disorientation, transition, and resolution. I would say I went through all of these in a very short manner of time. My expectations going into the internship were that I would be more heavily focused on technical writing with many little writing tasks assigned to me, but instead I was given more graphical tasks to complete. The freedom given with these tasks was somewhat disorienting because I was the sole architect. Very little input or suggestion was given as to how the documents should look. They were very trusting. It felt largely different from receiving a school assignment. With school assignments, you are at least given the specifications of the task and usually explained how to achieve them, but in this instance, I just had to make it up as I went along. It didn’t take long for me to realize my place in the store. When we needed something designed or written, it was simply my job to figure out the specifications and execute them properly.

The organizational hierarchy in the store can be confusing at first. There isn’t just one person with power. All of us were on equal footing. A definition of power by R. M. Kanter defines power as “the capacity to mobilize people and resources to get things done.” This is something that all of us interns shared. We each created goals and plans and assigned tasks to get these carried out. While our intern supervisor would technically be called our boss, she was present with a very hands-off approach. She would give suggestions for things that needed to be done, and we figured out the execution of the tasks or found our own tasks that needed to be done.