Reviewing a Technical Writer's Performance

by Anton Holland

In the previous instalment of this column, I gave a few tips on how to conduct the evaluation of an employee. Some of the points were fairly general, but they serve to form the basis of a fair and effective review. But let's say you manage a group of technical writers in a documentation house or software firm. What things should you consider when performing an appraisal of one of your staff?

First of all, above any considerations of technical aptitude, organizational habits, or familiarity with documentation technologies, the person has to be able to write. Of course they can write, they're technical writers aren't they? On the contrary, many people involved in the field of technical documentation concentrate solely on trying to be experts in the technology they are documenting, and completely ignore the fact that the knowledge they are developing must be communicated to someone else—most likely someone with far less technical aptitude. As a result, they view the material that they write as "dry" or "non-creative", and this underlying philosophy becomes very obvious through sentences and paragraphs that are lifeless and uninteresting. For now, though, let's assume that the technical writer that you are evaluating has a passion for technical documentation and understands its place in the overall communication environment.

Over the years, my colleagues and I have developed a comprehensive list of qualities that the perfect technical writer would possess. A few of the main areas are briefly described below.

The ability to translate a morass of technical details into a clear hierarchy of concepts. Such a quality encompasses the ability to think logically, and then clearly communicate one’s thoughts to others. In many cases, the writer must have the ability to communicate this information in different ways, depending on the audience. This is, after all, what technical writing is all about.

Knowledge and attention to document design. This is not about being a graphic designer. Technical writers must understand the relationships between various components of a document, and be consistent in applying them. Such attention to document design will help the reader understand the concepts being presented.

Consistency in editing. The writer should have a solid understanding of the rules of the language he or she is working in, know how to use them properly, and know when those rules can be bent.

Ability to plan one's workload. Another logical thinking quality, this ability allows the writer to take a murky collection of project requirements and translate them into a clear and comprehensive set of tasks. The resulting schedule that can be developed will help identify potential trouble areas, and minimize headaches for both writers and their managers.

Proper and consistent reporting habits. This quality involves the ability to understand that tasks assigned by a manager are a priority, and that it is up to the writer to figure out when and how the task can be completed, or to alert the manager to potential problems and provide alternatives. It’s alright to be told how to do this the first few times, but it is a skill that the writer must pick up quite quickly.

Establishing and maintaining a good rapport with clients. This starts with the client's first impression, so good presentation and appearance is a must, along with a pleasant demeanour. Writers should have the ability to identify a client’s requirements and then find a blend between what the client wants and what the writing team can offer.

Good knowledge of documentation tools. These days, knowing how to properly use a wide range of wordprocessing packages or on-line help tools is crucial. Knowing how to use the tool is often a key aspect in integrating the final product into a client's environment.

Desire and ability to learn new concepts. No one can be an expert in every subject area, but the technical writer is often required to write about a wide range of topics. Being able to perform research efficiently, and quickly pick up key knowledge components is a vital skill in ensuring the versatility of any technical writer.

Of course, there are some qualities that may be more important to you than others, and you will have to take this into account for the evaluation. As the manager performing the evaluation, you will have to make decisions regarding the balance between a writer's strengths and weaknesses.

No writer will ever possess the perfect set of skills. The main goal for managers of technical writers should be to define the core set of skills for your requirements, and to help a willing employee meet those needs.

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