Inside Tech Comm with Zohra Mutabanna

As technical communicators, this challenge most likely resonates with you -- how do you keep docs in sync with your product? In the words of Manny Silva, "When product updates are frequent and user expectations are high, maintaining accurate and up-to-date documentation isn’t just a necessity—it’s a competitive advantage." Manny proposes. Docs as Tests, a strategy that keeps your docs in sync with your product. It’s a way to test your docs, just like engineers test their code. As Manny joins me,  we unravel the story of Doc Detective—an innovative tool that challenges the status quo by ensuring documentation remains in lockstep with product functionality. Through a case study and demo,  Manny shares how Doc Detective tests your content against your product UIs and APIs to ensure that your docs are always accurate, complete, and relevant. Where can you view the demo?View the demo (24:04 to 34:24) at this link.  ResourcesDocs as Tests blogDoc Detective Github (open to contributions!)Doc Detective documentation (open to contributions!)Doc Detective Discord channel (for questions and contributors)Events to attend where Manny will be presenting in 2024Write the Docs, Portland Linux Foundation Open Source Summit on April 18thSTC Summit on May 17thGuest BioA tech writer by day and engineer by night, Manny Silva is Head of Docs at Skyflow, codifier of Docs as Tests, and the creator of Doc Detective. He’s passionate about intuitive and scalable developer experiences and likes diving into the deep end as the 0th developer.Show CreditsIntro and outro music - AzAudio engineer - RJ Basilio

The humble notes serve a larger purpose - be they a simple list, recipes,  or essential information we jot down for later recall and planning. We sit down with Jorge Arango, the coauthor of Information Architecture for the Web and Beyond, to unlock the secrets of note-taking. Our first episode of the season with Jorge is more than a conversation; it's a roadmap to redefining how we handle the barrage of digital information overload.  His latest work, "Duly Noted," offers deep insights into how we benefit from good note-taking and note-making practices. We discuss the evolution of thought organization and how technological advancements enable us to manage our ideas, reflections, and discoveries with newfound clarity by using digital tools.Jorge helps us envision a future where AI isn't a threat but a collaborator, amplifying our creative processes. Tune in, and transform the way you gather, organize, and leverage knowledge in a highly digitized world.Don't forget to purchase your copy of the book with this discount code ITCPOD for 20% off the price of the book, Duly Noted. This code is valid for only 30 days after April 4. Guest BioJorge Arango is an information architect, author, and educator. For the past three decades, he has used architectural thinking to bring clarity and direction to digital projects for clients ranging from non-profits to Fortune 500 companies. He’s the author of Duly Noted: Extend Your Mind Through Connected Notes, Living in Information: Responsible Design for Digital Places, co-author of Information Architecture: for the Web and Beyond, and host of The Informed Life podcast. Besides consulting, writing, and podcasting, Jorge also teaches in the graduate interaction design program at the California College of the Arts.Suggested ReadingUsing AI as an Assistant to Organize ContentShow CreditsIntro and outro music - AzAudio engineer - RJ Basilio

Prepare to step into the future of technical writing as we explore the ground-breaking intersection of AI and technical communication with Caity Cronkhite, CEO of GoodWords. As an entrepreneur and subject matter expert, Caity offers invaluable insights on how AI is revolutionizing the process of technical writing. While we touch upon the empowering facets of AI, Caity shares with us the valid concerns on data protection and risk understanding that are presented with AI. We also delve into the controversial topic of AI replacing staff in the technical communication space – a future that seems more probable than ever. What does this mean for you as a writer? Caity shares her expert advice on how to gain exposure and experience with AI tools and how to navigate the risks associated with them.Guest BioAbout the founder:  Caity was born and raised on a remote farm in rural Indiana. She eventually left her prairie roots to attend Carnegie Mellon University, where she received a degree in Technical Writing and Communication. After college, Caity went west—first to the San Francisco Bay Area, then to Seattle—to start her career as a technical writer and, eventually, an entrepreneur. She is passionate about using her personal and professional experience to uplift others, including advocating for increased labor and wage protections for freelance workers and creating a company that empowers its employees with meaningful career opportunities no matter where they live.Caity currently lives in Seattle, Washington. When she’s not running her company, she enjoys gardening, bodybuilding, road trips, mentoring, and restoring her historic Seattle home.About the business: Caity Cronkhite is the founder and CEO of Good Words LLC. Good Words is the premier technical writing and communications consulting firm, delivering ongoing strategic, management, and implementation support for our clients’ technical writing needs. Good Words’ consultants bring their concise and accurate writing skills and ongoing strategic plans to streamline even the most complex communications for some of the most technically sophisticated companies across industries, from Fortune 500 companies to 5-person startups. For more information, visit us at www.goodwordswriting.com.Some resources worth checking out:The Good Words Blog: https://goodwordswriting.com/blog/Our website: https://goodwordswriting.com/Our LinkedIn page: https://www.linkedin.com/company/good-words-llc/Show CreditsIntro and outro music - AzAudio engineer - RJ BasilioShow notes generated by AI and curated by me.

Has your team decided to do away with visuals in product documentation? Or are you struggling to maintain visuals with the rapid and frequent pace of content updates? If so, then this episode is for you.Keeping up with a rapidly evolving tech landscape and maintaining relevant visual content can be daunting. But, the power of visuals can't be undermined. In this insightful conversation, Daniel Foster shares how TechSmith is harnessing the power of AI in its software to create an efficient, streamlined process for creating visuals. From AI-assisted video editing to audio improvement, understand how these tools can create cost-effective content. It's all about making AI work for you, simplifying processes, and enhancing user experience. Join us on this exciting journey of redefining content creation in the tech industry and optimizing visuals.Guest BioDaniel Foster is the director of strategy at TechSmith (developer of Snagit and Camtasia), the market leader in screen capture software and productivity solutions for in-person, remote, or hybrid workplace communication. Daniel has 20+ years of software industry experience spanning product strategy, marketing, communications, and community building. In his role, Daniel defines the strategic direction of the company’s products and identifies new ways to help hybrid and remote teams work more efficiently with enhanced clarity. Connect with Daniel on LinkedIn and Twitter. For more information, visit www.techsmith.com.ResourcesResearch hub which includes:Value of VisualsUltimate Guide to Simplified User Interface Graphics (SUI)The Ultimate Guide to Easily Make Instructional VideosTechSmith Academy: Writing Helpful Help (especially for someone getting started as a technical communicator)Simplify Tool in Snagit (tutorial)Smart Move in Snagit (tutorial)Camtasia AI Background Removal (beta feature)AudiateShow CreditsIntro and outro music - AzAudio engineer - RJ BasilioShow notes generated by AI and curated by me.

Are you curious about simple ways to make your content universally accessible? Or perhaps you're keen to get a fresh perspective on understanding accessibility? Join us as Lindsey White, an accomplished technical writer,  shares her in-depth insights and experiences from her stint managing a department website at Cornell University. We explore the significance of universal design and consider how content can be accessible to all users.Lindsey sheds light on the nuances of intentional language choices and the application of accessibility best practices. Lindsey shares the intriguing concept of the 'curb cut effect' and how it can revolutionize our understanding of accessibility across fields.As we round off our discussion, Lindsey and I examine the pros and cons of AI as an assistive technology. We delve into the complexities of balancing AI's benefits with the indispensability of empathy, manual checks, and human input. Lindsey shares resources and courses that can further deepen our understanding of accessibility, including the Google's Tech Writing for Accessibility course. So, if you're eager to make your content more accessible, buckle up for this insightful episode!Guest BioLindsey White is a Technical Writer at Blackbaud. Her interests in user experience and accessibility come in part from her past roles in web-content management, marketing communications, copywriting, and editing. Connect with Lindsey on LinkedIn at www.linkedin.com/in/lindseydwhite/.Resources shared in the episodehttps://www.w3.org/WAI/https://developers.google.com/tech-writing/accessibilityhttps://webaim.org/Show CreditsIntro and outro music - AzAudio engineer - RJ BasilioShow notes generated by AI and curated by me.

Ever wonder how AI tools can give you an edge in content creation? Join us as I chat with Matt Thomas, who has journeyed from the realm of technical writing to the world of copywriting and content creation. Unveiling the secrets of his craft, Matt shares how he brings innovation and brainstorming to the fore in copy creation. Get a glimpse of his creative process, where he uses AI tools to create and curate content for LinkedIn posts and copywriting.If you are curious about how to optimize prompt engineering or looking for valuable tips to create actionable content, this episode is a must-listen.  Get ready for a thought-provoking chat that will inspire you to look at AI tools and content creation from a unique perspective.Guest BioMatt Thomas has 13 years of experience as a technical writer, specializing in creating user-friendly documentation, instructional materials, and online content. He’s worked as a tech writer across multiple industries to produce deliverables that range from traditional print manuals to interactive online resources.In addition to his technical writing background, Matt is also the in-house copywriter for TacoTime Canada, a freelance copywriter, and an up-and-coming content creator on LinkedIn. Since last November, he’s gained over 1.3 million impressions on LinkedIn, had his work reshared by one of the biggest creators on the platform, and had multiple posts go viral.You can check out Matt’s content and follow him on LinkedIn at: https://www.linkedin.com/in/perfectproseyyc/ You can also sign up for his newsletter waitlist at www.perfectprose.caPeople that Matt follows on LinkedInJordan Wilson - 'Everyday AI'  show hostHeather Murray -  author of AI for Non-TechiesRob Lennon - Coach and thought leaderIsabella Bedoya - MarketingPros.ai NewsletterParves Shahid - Simplifies AIMax Rascher - AI for business and automationShow CreditsIntro and outro music - AzAudio engineer - RJ BasilioShow notes generated by AI and curated by me.

Curious about the future of technical communication in the rapidly evolving AI landscape? Today's episode with our talented guest, Ryan Boettger, a distinguished professor and department chair at the University of North Texas, promises to enlighten you. Ryan is a ‘prompt engineer,’ someone who acts as the valuable link between AI and humans. From his unique perspective informed by a rich background in linguistics and technical communication, Ryan brings you the latest on how socio-linguistics can inform research and curriculum related to AI. We discuss the value and challenges of Technical Communication as a standalone department. Ryan shares candid insights on the struggle technical communicators face to be recognized within traditional humanities and other fields, like product management, engineering, and user experience. He sheds light on funding challenges that often put Technical Communication departments on the chopping block during layoffs. But, it's not all gloom and doom. Ryan’s passion for ensuring technical communicators are prepared with relevant AI skills sparks hope for the future.Join us for this enlightening discussion with Ryan Boetger that will surely transform your understanding of the technical communication field and its relationship with AI!Guest BioRyan Boettger is a professor and department chair of Technical Communication. He received his Ph.D. and MA in Technical Communication and Rhetoric from Texas Tech University and a graduate certificate in Teaching English to Speakers of Other Languages (TESOL) from Pennsylvania State University.His NSF-funded research focuses on content analysis, data-driven learning, English for Specific Purposes, and STEM education.He is the former editor of the Wiley/IEEE Press book series on Professional Engineering Communication and the former deputy editor-in-chief of IEEE Transactions on Professional Communication. He’s an active consultant and a Gallup-certified Strengths Coach.Show CreditsIntro and outro music - AzAudio engineer - RJ BasilioShow notes generated by AI and curated by me.

How do you bridge the gap between technical complexity and business value while fostering a culture of empathy in the modern workplace? Join me for an insightful conversation in this crossover episode with Felicity Brand from Open Strategy Partners, as we tackle this question and more.We start by exploring the connection between technical communication (TechCom) and marketing communication (MarCom), and how empathy, clarity, and trust are essential in crafting impactful messages. We also venture into the world of AI and its influence on content development. We examine the importance of writing with AI in mind, and how tools like ChatGPT and BARD can enhance our work. As we emphasize the need for mindfulness when using these tools and the datasets they rely on, this episode offers valuable insights for communicators, technologists, and leaders alike. About Open Strategy Partners and the hostsOpen Strategy Partners is a B2B content strategy marketing agency for tech product and service companies. Felicity Brand is a Communications Consultant at Open Strategy Partners, where she writes and edits a variety of technical content, and loves to talk about the craft. Carl Richards is a Media Producer at Open Strategy Partners, where he produces, edits, and masters podcasts and other audio.CreditsIntro and outro music - AzAudio engineer - RJ Basilio

The show notes for this episode were created with the help of Cohost AI from Buzzsprout. Ever wondered how networking and vulnerability can open doors to incredible writing opportunities? Join me as I chat with the incredibly talented Kathleen Majorsky, a writer who has recently forayed into user-testing of AI tools which is both inspiring and eye-opening. By confronting her fears and setting daily goals, Kathleen has been able to learn and engage in different types of AI writing tools. Companies take note - listening to users like Kathleen can lead to invaluable insights and improvements. Listen in to uncover the fascinating connection between AI tools, user feedback, and the future of writing.As AI technology progresses, ethical considerations become paramount. Kathleen and I discuss the importance of transparency, guardrails, and responsible AI implementation. With her expertise in journalism and critical media literacy, we explore how we can all contribute to shaping a safer and more ethical AI future. Don't miss out on this riveting conversation about the intersection of writing, networking, and AI technology!Guest BioKathleen Majorsky is a talented multi-faceted writer with experience in writing everything from marketing content to technical communication training, and creative fiction. Right now, she is leaping into A.I. tool exploration as a self-proclaimed beginner. Her A.I. adventure inspires opinions about the tool's user experience, thoughts on how the tools could help her be a better writer, and what the world looks like with ethical and humane A.I. use. Currently, she is working with a number of freelance clients, but she remains open to a full-time writing role with a company that aligns with her values. Kathleen's portfolio link: https://kathleenmajorsky.com/portfoliokmKathleen's LinkedIn portfolio: https://www.linkedin.com/in/writerkmajor/CreditsIntro and outro music - AzAudio engineer - RJ Basilio

Shaughn Kern, my nerdy friend, graces my latest episode. As a technical writer and a code geek, Shaughn has been experimenting with ChatGPT to simplify and automate mundane parts of his day-to-day. In this heart-to-heart conversation, Shaughn shares some great examples that any technical writer can use to move on from the mundane and get creative with ChatGPT's assistance. If you are a technical writer wondering how you can leverage ChatGPT, or for that matter any AI tool, this episode is a must-listen for you.Highlights of the conversation you don't want to miss:Examples of how Shaughn uses ChatGPT to simplify the grind and get creative with his research.What kind of prompts did Shaughn give with his content to benefit from ChatGPT feedback?How to use ChatGPT to track legacy content or convert documents from one format to another?Guest BioShaughn Kern is a technical writer with a background in technical communication, UX/UI design, and presentations. During his career, Shaughn has mostly worked for small research institutes and software companies where he was the only technical writer. This sparked his interest in writing scripts and utilities to automate mundane, complex, or error-prone tasks. He spends several hours a week researching or building tools that make technical communication more efficient.In addition to his technical communication experience, Shaughn has worked as an adjunct lecturer, writing center coach, and Brazilian jiujitsu instructor. He holds an M.S. in Rhetoric and Technical Communication from Michigan Technological University, where he also earned a B.S. in Scientific and Technical Communication with a concentration in Computer Engineering. His non-work time is devoted to parenting, cooking, and martial arts.CreditsIntro and outro music - AzAudio engineer - RJ Basilio

As AI tools make their mark on every business function, there is an equal proportion of excitement and fear. In the midst of this chaos, it is imperative we take a step back and consider pointers from our translation expert on what AI can and cannot offer. AI may not be the magic pill after all, at least, for the translation industry. Let's dive in.Some questions we dug into:What are some exotic languages you have translated into?Is the translation process the same for an exotic language versus a European language?What's the future of AI-assisted translation?When should one consider machine translation versus AI translation?What are the limitations of AI translation to consider?Guest BioMarkus Seebauer is originally from Munich, Germany. Markus founded Gateway Translations Inc. over a decade ago after studying computer science. Gateway started to use AI in the translation of technical documentation in 2014 when most people didn't think about it yet. He has worked on translations into 45 languages with clients from GitHub to General Electric.CreditsIntro and outro music - AzAudio engineer - RJ Basilio

In my latest episode with Erica, we dive into all things related to content research. If you are intrigued, then you are at the right place. We touch upon these questions for a deeper insight:What is content research?What types of content lend well to content research?How can you use content research to gain quick insights without costly AB experiments?Can ChatGPT or similar tools influence content research? How can we leverage these AI tools?"Simple language is powerful, but not always easy." Why is that the case?Guest BioErica Jorgensen is a staff content designer at Chewy.com and the author of Strategic Content Design: Tools and Research Techniques for Better UX, published in April 2023 by Rosenfeld Media. She's a content designer, content strategist, and team leader determined to bring greater respect to the content field. To that end, Erica speaks frequently at conferences including UXDX USA, UX Lisbon, Microsoft Design Week, the Web Directions Summit, and Button: The Content Design Conference, and on podcasts like The Content Strategy Podcast with Kristina Halvorson and Content Insights podcast with Larry Swanson. In addition to working in content roles for companies of all sizes, she has taught at the University of Washington and Seattle’s School of Visual Concepts. Erica earned her B.A. from the University of Connecticut and M.A. from the University of Missouri’s School of Journalism. In her free time, you can find her exploring Washington State’s wineries or hiking with her husband and rescue dog, Rufus. CreditsIntro and outro music - AzAudio engineer - RJ Basilio

Since late November 2022, ChatGPT has revolutionized the AI landscape. In this first episode of Season 4, I share the musings of my interactions with this magic tool.What is artificial intelligence?How does it work?How do we interact with it?How ChatGPT is helping me learn a new language.What are some pitfalls to consider as AI permeates every facet of life?Links to articles I mention in the episode:AI and the future of work Will AI replace technical writers ChatGPT briefly went offline after a bug revealed user chat histories CreditsIntro and outro music - AzAudio engineer - RJ Basilio

Lisa Zarfl comes from the beautiful city of Graz, Austria. I met Lisa at a conference, and her presentation on machine translations inspired me to bring her on the show. In this latest episode, we talk about all things translation. More specifically, machine translation (MT) and how it can help a business reach a global audience while saving costs. We talk about how technical writers can help the company save costs upfront with the translation before they are deep into the process.  Tune in right away as Lisa has all the nuggets for you.Some questions we do a deep dive into:What is machine translation (MT)?What does the process for MT look like?Is MT based on artificial intelligence?Will MT replace the need for human translators? If not, why?How does an LSP (Language Service Provider) discern which type of content is best suited for MT?What is the difference between internalization and localization?What are the top 3 things that technical writers need to do before they consider translation for their content?Guest BioIn Lisa's own words..My name is Lisa Zarfl. I’m a project manager and in-house translator at MadTranslations based in Graz/Austria. I have several years of experience in the translation industry, specifically in managing the translation of MadCap Flare projects. My job allows me to follow my passion by combining the technological aspects of documentation with the demands of multilingual environments.You can connect with Lisa on LinkedIn. Audio Engineer - RJ Basilio

I have been out of pocket for the summer visiting family in India and taking some time off. I hope you are having a safe and fun summer. I am happy to be back in the saddle...In this latest episode, I chat with Jennifer Savage, a Scrum Master at FinThrive. Since Jennifer was a technical writer back in the day, she has some great nuggets to share on the parallels between the two roles, and how she continues to find value and advocate for us. Isn't that awesome? Well, here are some questions we delve into:What are the similarities between the two roles - tech writer and scrum master?What does the partnership between a tech writer and scrum master look like?How are writers embedded in the scrum process given they are a shared resource at your company? What are some ways for technical writers to find visibility on a scrum team when they are sidelined in the process?Why is the content that technical writers create important for you and the business?What are some pointers for writers to represent and advocate for themselves from a scrum master perspective?Guest BioIn Jennifer's own words...I graduated from the University of Texas at Austin with a Bachelor of Journalism.  About the time I was entering the workforce, journalism jobs were few and far between as the print media was transitioning into the online space.  My first position out of college was as a newsletter editor/writer for a small publishing company.  From there I transitioned into other writing roles over years, from business writing to medical writing to entertainment writing, and ended up in a technical writer role at my current company.  I was brought into the company in its early days to create and publish all of the end-user documentation for their software offerings.  As a tech writer, I worked on a number of delivery teams using Agile methodologies, and after about 7 years, I moved into a Scrum Master role.  I am currently a Senior Scrum Master for several delivery teams at FinThrive, based in Plano.  While I enjoy my role as a Scrum Master, I have a soft spot for documentation and have always made sure they get a fair shake in our planning activities when completing product increments for our software updates.  I live in Frisco with my husband, my teenage son, and four cats. In my spare time, I volunteer with local animal welfare organizations and enjoy traveling with my family.  graduated from the University of Texas at Austin with a Bachelor of Journalism.  About the time I was entering the workforce, journalism jobs were few and far between as the print media was transitioning into the online space.  You can connect with Jennifer on LinkedIn.Audio Engineer - RJ Basilio 

Have you ever thought of documentation being sexy? Probably not. Caity Cronkhite argues otherwise. She wholeheartedly believes documentation is sexy. She shares excellent advice for companies and writers to embrace this low-hanging fruit that can get excellent dividends if executed correctly.What did our conversation touch upon?Caity's journey from a writer to an entrepreneur.How did Caity scale her entrepreneurial adventure while taking other writers with her?When the market gets tough, Good Words keeps growing. How is that possible?What is the measure of good and stable documentation? How does good documentation allow companies to scale?How is documentation doing the frontline work for you?Why should writers unapologetically earn their seats at the table? Guest BioAbout the founder:  Caity was born and raised on a remote farm in rural Indiana. She eventually left her prairie roots to attend Carnegie Mellon University, where she received a degree in Technical Writing and Communication. After college, Caity went west—first to the San Francisco Bay Area, then to Seattle—to start her career as a technical writer and, eventually, an entrepreneur. She is passionate about using her personal and professional experience to uplift others, including advocating for increased labor and wage protections for freelance workers and creating a company that empowers its employees with meaningful career opportunities no matter where they live.Caity currently lives in Seattle, Washington. When she’s not running her company, she enjoys gardening, bodybuilding, road trips, mentoring, and restoring her historic Seattle home.About the business: Caity Cronkhite is the founder and CEO of Good Words LLC. Good Words is the premier technical writing and communications consulting firm, delivering ongoing strategic, management, and implementation support for our clients’ technical writing needs. Good Words’ consultants bring their concise and accurate writing skills and ongoing strategic plans to streamline even the most complex communications for some of the most technically sophisticated companies across industries, from Fortune 500 companies to 5-person startups. For more information, visit us at www.goodwordswriting.com.Some resources worth checking out:The Good Words Blog: https://goodwordswriting.com/blog/Our website: https://goodwordswriting.com/Our LinkedIn page: https://www.linkedin.com/company/good-words-llc/Audio Engineer - RJ Basilio

In this tete-a-tete, Swapnil Ogale shares with us the evolution of technical communication in Australia, especially since the pandemic. Until recently, there was little to no awareness of technical communication at many companies. Swapnil took it upon himself to become the voice of the field, create awareness, and advocate for its adoption and impact on business. Some interesting questions that we dove into:What is the technical communication landscape look like in Australia?What is a technical writer advocate?How did Swapnil perform his own tech comm retrospective to elevate his role and make it visible?What is the Amazon narrative, and how can someone use this narrative before starting a  project?What are some strategies to raise the profile of a tech writer at a company and beyond?These are the links I refer to in the episode: The Not So Boring Tech Writer where I chanced upon Swapnil's interview Amazon narrativeTemplate for the tech comm retrospectiveIf you are looking for openings, Redocly has opportunities. Click here for doc roles.Guest BioSwapnil has over 16 years of technical documentation experience across a range of industries in Australia and globally. He currently works as a Technical Writer in the Solutions Engineering team at AWS Australia. Prior to this, he was a Technical Writer Advocate at Redocly, pursuing his passion for writing, along with advocating for the docs-as-code approach for product content. He initiated the Write the Docs community in Australia in 2016 and has been organizing local meetups and the annual national conference. While he is not traveling, stuck reading any book he can lay his hands on, or trying out new food, he presents at technical meetups and conferences about various things around technical writing. Audio Engineer - RJ Basilio

Ellyn Hassell says, "I want to delight the customer, I want to make sure that I'm doing everything that I can to make this a really amazing experience, help them get their job done, move through the task, and move on."In this heart-to-heart conversation, Ellyn shares with us her experience and insights to create a delightful experience for the customer. She is continually striving to elevate our profession and earn a seat at the table with other disciplines. Learn the unique ways in which her efforts have contributed to product success in myriad ways, especially in user experience (UX).Some questions we delve into:How do you collaborate with UX, Marketing, and other teams? What does "success" look like when you are partnering with other disciplines?How can you remove roadblocks and assert yourself as a writer in situations where you are challenged? How can you elevate your status as a tech writer? Some common abbreviations and terms mentioned in this episode:RDO - Research, Delivery, and Operations (RDO) divisionSCD - Strategic Content DevelopmentSME - Subject Matter ExpertsUX - User ExperienceSKY UX - SKY UX is the next generation of Blackbaud's user experience framework that provides a consistent, cohesive user experience for Blackbaud products. UI - User InterfaceTriad - This is a scrum meeting. Triads may vary from organization to organization, but mostly the triad at Blackbaud consists of the Product Owner (or the Product Manager), the UX Designer, and the Dev team.Guest BioEllyn Hassell is a Sr. Principal Technical Writer at Blackbaud. She leads multiple efforts around UX writing and user assistance patterns that promote innovation and consistency. Supporting several development teams, Ellyn collaborates across disciplines to create a meaningful impact throughout Blackbaud. Other interests include internationalization, usability, syntax standards, and accessibility with the end goal of delighting Blackbaud customers. Ellyn is a proud alumna of East Carolina University (Go Pirates!) where she holds a B.A. and M.A. in English with a concentration in technical writing. She’s presented at numerous local, district, and international conferences, and served as guest editor of User Experience and several other technical and creative publications. Ellyn lives with her husband and two children on the beautiful Chickahominy River in Williamsburg, VA. You can connect with Ellyn on LinkedIn.Audio Engineer - RJ Basilio

In this episode, we explore how content is created, consumed and distributed at an offshore service-based company.Tejasvi Patil shares with us her journey from QA into project management. Tejasvi shines a light on what successful content creation looks like on her team, and the pitfalls of inadequate documentation.  Some topics that we touched upon:The purpose of content in areas of onboarding, training and QA. What is the process of creating content at this service-based company?Do service-based companies have tech writers on their teams? If not, how can the team advocate for a writer.What can happen when content is inadequate and the larger impact on ROI?Guest BioTejasvi  Patil carries with her a vast experience of 16 years in the IT industry. She has been working at Globant for the past 5 years.Tejasvi completed her Computer Engineering and began her career as a Quality Assurance Engineer. Recently,  she transitioned into being a Project Manager. Her vast experience in the quality domain has helped her understand what's most important in the industry is client satisfaction. Her current role is helping her grow professionally and personally. Being a people person makes her job a cakewalk.Audio Engineer - RJ Basilio

In this episode, Bill Glynn shares with us some interesting insights on his background as a product manager, and what collaboration looks like from his perspective. We dive into these questions to understand the big picture and what is at stake:What is product management in a broad sense?What are the ways in which product managers and technical communicators collaborate?What can happen if there is a breakdown in this collaboration among the stakeholders?What happens when stakeholders, such as product management, technical communication, marketing, UX, and developers are not given a seat at the table?What should a company consider for a good customer experience?Is collaboration better with waterfall or agile? Should there be a preference?Guest BioBill Glynn has over twenty years of experience in product management utilizing waterfall, agile/scrum, and kanban processes to develop hardware and SaaS-based products for service providers and large-scale enterprise customers around the world. Bill earned his undergraduate software engineering degree from UMASS Boston and his MBA from Boston College. You can connect with Bill on LinkedIn.Credits Audio Engineer - Raymond Joseph (RJ) Basilio