Following the tweets #uxlondon from the UX London conference about user experience (UX), I was intrigued to see Beethoven given as an example of a user experience designer.  Apparently Beethoven’s deliverable was the manuscript, and the implementation was the orchestra. But the deliverable wasn’t the goal, the user experience was.

As it happened, the first audiences of many of Beethoven’s works were not receptive to the experience. In fact, the innovations of most composers of the classical genre – including Mozart, Brahms, and Chopin – were not especially appreciated in their day beyond selective audiences. Certainly there are exceptions. Individual pieces were immediate hits, and the dance music of Johann Strauss (son), for example. was extremely popular but mostly we need time or transformation (for example, into film) to acquire the necessary sensibilities to appreciate the melodies and harmonies of what is called ‘classical’ music.

Despite popular opinion that music is universal, I am not convinced that Amazonian Indians, for example, would rush out to buy a CD of Beethoven’s Ninth Symphony after a first hearing even if they did have CD players and electricity. Equally, how many Westerners listen to and appreciate the multitude of World Music options or even the jazz improvisations of their local musicians?

Wherever and whenever innovation occurs, there is usually a time delay before the majority of users begin to welcome new, innovative products. We can’t anticipate user acceptance beyond our product testers but we cannot ignore it. Education helps, as does change management (or marketing campaigns) for radical departures from our usual habits. User feedback, too, may help us improve our products.

A common driver for product development is market demand but this isn’t necessarily the best source of innovation. If Beethoven had listened to market demands we might have had a lot of pleasant piano music for wealthy female admirers but we wouldn’t have the more radical string quartets or symphonies. So we create and we wait. Rarely can we determine what our legacy will be until there has been a lapse of time. How long is anybody’s guess.

Along with the debate about what to call practioners of technical communication in all its diversity, professionals frequently discuss the classification of technical communication for government labour offices. In the UK, technical communicators are included in the same labour group as journalists; in Spain, the profession is not officially recognised. Writing is generally considered to be an art but is technical writing an art or a science?

Delving into the excellent ISTC resource Oxford Reference Online, I checked the various definitions:

science
1. the intellectual and practical activity encompassing the systematic study of the structure and behaviour of the physical and natural world through observation and experiment.
2. a systematically organized body of knowledge on any subject.
3. (archaic) knowledge.

art¹
1. the expression or application of creative skill and imagination, especially through a visual medium such as painting or sculpture. • works produced in this way.
2. (the arts) the various branches of creative activity, such as painting, music, literature, and dance.
3. (arts) subjects of study primarily concerned with human culture (as contrasted with scientific or technical subjects).
4. a skill in a specified thing: the art of conversation.

technical
1. relating to a particular subject, art, or craft, or its techniques. • requiring special knowledge to be understood.
2. involving or concerned with applied and industrial sciences. • relating to the operation of machines: a technical fault.
3. according to a strict application or interpretation of the law or rules.

The definition of writing is too long to post here.

Source: The Concise Oxford English Dictionary, Twelfth edition . Ed. Catherine Soanes and Angus Stevenson. Oxford University Press, 2008. Oxford Reference Online. Oxford University Press.   Syndicated edition for Institute of Scientific and Technical Communicators. 11 May 2010.

Looking at these definitions, perhaps a technical guide could be considered ‘a systematically organized body of knowledge’ and it is frequently involved or concerned ‘with applied and industrial sciences’. Certainly a ‘special knowledge’ is required to write most technical documentation. Curiously though, Oxford Reference Online distinguishes between the scientific ‘study of the structure and behaviour of the physical and natural world’ and the ‘human culture’ that is an art.

Professional technical communicators observe, experiment, and organize technical information, which lean towards scientific activity but we should not ignore the diverse cultures of our audiences. The cultural aspect gains in importance when we determine the information media, and the habits and languages of our users, especially as so many countries are multicultural.

Beyond these definitions though, there is one other critical aspect. Along with the notion that ‘anyone can write’, popular consensus is also that anyone can sing or dance. It is the mastery of a technique that allows professional singers and dancers to impart the impression of ease that lets audiences think that they can do the same. If our users – or critics – believe that they can write technical documentation then perhaps technical writers have surpassed the technique and the science and become true artists.

This week I was contacted by a journalist from a UK national newspaper. Simon Usborne writes about technology for The Independent and asked ‘in the case of increasingly intuitive devices like the iPad [...] is the art of writing manuals [...] a dying art?’ In my opinion, the short answer is a definite ‘No’.

There are two main reasons for the continued need for user manuals:

• Product design
• Reference

Too many product designers  still remain distant from end-users. Their products lack the accessibility and usability that would allow the end-user to behave instinctively, without a manual. Then there is still a large number of people who prefer to refer to a booklet before they attempt to use a new product. Even those who are less cautious often need a manual to take advantage of new features – regardless of whether that manual is a paper booklet included in the box or is available online or through help files.

Is it an art to write manuals? Without a doubt, yes. If engineers or subject matter experts wrote about their products, the majority of users would be left wondering how to start using a new product. It is the art of technical communication that a skilled technical communicator employs to put themselves in the position of the end-user and transform the engineer’s source material into a logical sequence of tasks that the user wants to do. Even with the notions of ‘live’ and ‘interactive’ invading the domain of the paper guide, the essential skills of the technical communicator are imperative in analysing, organising and presenting information in real-time for user.

I recently visited the exhibition ‘Magnifi’science’ at the Palace of Discovery in Paris. Jacques Honvault, an engineer, uses his expertise in photography to create images of scientific experiments. The results are fabulous images that are simultaneously artistic and fascinating.

Water running over an orange

If you’ve ever wondered what happens – scientifically – when a champagne cork is popped, or see the reaction of two drops colliding, Honvault shows you in perfectly lit beautiful images. This example shows that water does not run completely over an orange. It runs over the imprint of the hand that was holding it, giving the impression of a ‘hand of water’.

It is still necessary to read the text explanations (in French only) if you want to know how the photo was created but it is sufficiently satisfying just to wander through the exhibition and gaze at the photos. You can also join in the fun and try and guess what a photo depicts. A display cabinet has been set up with everyday kitchen items, such as a sink, a frying pan and washing up liquid. Which photo relates to which item?

Magnifi’science is most enjoyable and highly recommended to visitors in Paris. If you are attending STC’s ‘Content Strategy Forum 2010′ or the TCeurope Colloquium ‘A New Decade for Technical Communication: 2010 and Beyond’ on 16 and 17 April respectively, take some time out to pop over to the Palais de la decouverte: http://www.palais-decouverte.fr/index.php?id=magnifi-science or http://www.jacqueshonvault.com/index.php?p=pdld

The European Commission (EC) held a conference ‘Clear Writing and Better Regulation’ on 17 November 2009 in Brussels. It seems that the EC now considers that it needs to issue guidelines on clear writing to its staff.  Apparently, some of the problems that contribute to the difficulty in communicating to EU citizens include:

• officials writing in their second or third languages
• the technical and legal complexity of the information
• the lack of awareness about translation issues
• there is no culture of quality control

Technical writers, particularly those in Europe, will be familiar with these problems and most of us work constantly to overcome the difficulties to produce clear documentation for diverse audiences. Perhaps the EC, for example, doesn’t have a style guide – or is it that no one uses it?

I welcome the EC’s initiative to improve its communications but here’s the catch. This initiative to produce guidelines on clear writing is an internal action. The people who caused the problems are now supposed to find the solutions? Writing clear information is a skill that few people possess. ‘Anyone can write’ is not enough!

We, the technical communications community, have a lot to do to promote our industry and expertise so that institutions like the EC turn to us for assistance.

A report about this conference is on the EurActiv website: http://www.euractiv.com/en/pa/eu-officials-offered-hotline-clear-writing/article-187434

Earlier this week, R J Jacquez, senior evangelist at Adobe, gave a webinar ‘Twitter 101 for Technical Communicators’. His aims were to show how simple it is to ‘tweet’ and to inspire the attendees to give Twitter a try. It worked for me and now intecommunity has a Twitter account!

Why did intecommunity join Twitter – and more importantly, why should you? Here are the reasons that RJ gave:

• it is a perfect platform for you to become an information facilitator
• it offers a new job for technical communicators: content curators
• it gets you closer to your end-users
• it gives you real-time unbiased feedback about your products and services
• it enables you to follow conferences without being there
• it enables you to drive traffic to your documentation
• it can raise your corporate visibility
• it is an essential business tool
• it enables you to discover new information
• Twitter is simple: anyone can follow me and I can follow anyone else
• it continues to evolve
• it is FUN 

If you would like to hear RJ’s presentation, it is available here: http://blogs.adobe.com/rjacquez/2009/11/twitter_for_technical_communic.html

Now I’m following the tcworld conference and trade fair on Twitter. I can confirm that it is fun!

Try it and see!

Derby, in the English East Midlands, was the place to be last week. Technical Communication UK, organised by the ISTC, and held at the Mickelover Court Hotel was a real buzz. Excellent speakers tackled a huge variety of topics from tools to telepathy; awards were presented; and everyone seemed to be having a great time.

Check out the tweets for more comments at: https://twitter.com/timeline/search?q=%23tcuk09#search?q=%23tcuk09 or http://www.technicalcommunicationuk.com/.

The INTECOM AGM 2009 took place after TCUK and was hosted by ISTC at the same venue but before we got down to business, we took time out to have some real ale at the Brunswick Inn, a local microbrewery, and enjoy a delicious Indian meal at the nearby Masala Art restaurant.  

The AGM was a small affair as many delegates were unable to attend, but it was a productive session and we have several important and exciting actions coming up. Watch this space for updates!

My taxi driver told me that the people of Derby were very friendly and I can confirm that all the people I met there were indeed very friendly and helpful.

Warmest thanks to all those who made these events such a success – ISTC, ASL, and the hotel staff.

INTECOM, the international council for technical communication,  welcomes you to its blog.

Here, member associations are invited to post announcements, news, events and more about their activities and technical communication in general.

Do you have work worthy of recognition?

The deadline for entering these awards is 30 June 2009. You can find full details here:

http://www.istc.org.uk/About_istc/Awards/uk_tech_comm_awards.htm

These awards are open to all, so if you don’t have a suitable piece of work do encourage friends, colleagues and other professional contacts to enter their work.

UK Technical Communication Awards 2009 – your opportunity for reward and recognition
By Linda Robins, FISTC

What are the awards?

We recently widened the scope of the annual award (from the ISTC Documentation Awards) to encompass the choice of media and systems now in use. This competition is now of interest to all who are involved in technical communication.

Here are the categories we cover:

1. Descriptive Entries must tell someone about something. Examples include datasheets, overviews, specifications, catalogues, syllabi and informative websites.
2. Instructional Entries must tell someone how to do something. Examples include user guides, online Help, assembly leaflets, business procedures and training materials.
3. Promotional Entries must persuade someone to do something. Examples include brochures, presentations, marketing literature, exhibition displays and promotional websites.
4. Graphic Entries must use pictures more than words to convey their information. Examples include word-free assembly instructions, illustrated wallcharts and presentations.
5. Tabular Entries must use tables more than words to convey, or solicit, their information. Examples include forms, spreadsheets, catalogues and data-heavy reports.

Why should I enter?

Individuals: The prestige of the prospect of such an award from a professional body should be irresistible! Past winners have attained recognition, advancement and further work from the evidence of the award itself.

Managers: Please encourage your staff to enter. The firm will be associated with the success of an individual.

What do I do?

Just choose the category and the medium that suit your entry and follow the guidance on the ISTC website:
www.istc.org.uk/About_istc/Awards/uk_tech_comm_awards.htm

You will find the Entry Form now and Entry Details Form there. A full description of the award rules is also provided.

And finally
Closing date for entries is 30 June 2009. Awards are presented at the ISTC Conference [now Technical Communication UK -- www.technicalcommunicationuk.com] in September.

GALA, the Globalization and Localization Association, has invited all INTECOM members to its 2009 conference.

GALA 2009: The language of business. The business of language.
www.gala-global.org/conference
14-16 September 2009
Cancun, Mexico

GALA 2009 is a new conference dedicated to the language industry. Experts in localization will examine the latest developments in language technology and management. Currently, the program consists of three primary tracks covering a variety of topics that impact our member companies and their businesses:

• Sales: Selling the right solution at the right time. How to make clients happy and keep them that way
• Business: Surviving a recession. Maintaining revenues and employee motivation.
• Production: DTP, engineering and other secondary services. Proven workflows and strategies.

Sessions are 90-minute workshop or panels and include case studies, practical toolkits and experience-based presentations that would enable delegates to be more effective in their work.

Conference fees are posted at this link: http://www.gala-global.org/conference/conference-fees and member discount rates are available for all INTECOM members.

Information about the conference hotel is posted here: http://www.gala-global.org/conference/hotel.  Attendees receive the great rate of US$149 for rooms in the conference hotel.

I wasn’t able to attend the recent annual conference of the STC France but I did manage to drop by towards the end of the second day. I’m very glad I made the effort. It was a treat to see so many tech writer friends and even meet some new ones!

We all probably have plenty of reasons not to attend an event – time, work, money, family are a few – but try not to miss out entirely. The presentations may be available online but the people will disperse, and a virtual hug or handshake just isn’t the same!

Of course, the biggest buzz comes from events but there are always opportunities on the peripheral to connect to people and experience a hum of happiness.