Communications and CARE Models  

Customer communication is a key element in a technical communicator's life. Our customers are usually our subject matter experts (SMEs). Yet, customers are more than just SMEs. They are our co-workers, managers, and others both internally and externally that we interface with. In this paper, We start by finding out who your customers are and why you may treat them differently. Following this brief discussion, we then look introspectively into the common communication forms and review different CARE (Customers Are Really Exciting) models that you can use to make your customer communication, whether face-to-face or in written form, more enjoyable.

Damrau, Jackie. STC Proceedings (2004). Articles>Business Communication>User Centered Design

Communications and CARE Models  

Customer communication is a key element in a technical communicator's life. Our customers are usually our subject matter experts (SMEs). Yet, customers are more than just SMEs. They are our co-workers, managers, and others both internally and externally that we interface with. In this paper, We start by finding out who your customers are and why you may treat them differently. Following this brief discussion, we then look introspectively into the common communication forms and review different CARE (Customers Are Really Exciting) models that you can use to make your customer communication, whether face-to-face or in written form, more enjoyable.

Damrau, Jackie. STC Proceedings (2005). Articles>Business Communication>User Centered Design

Developing a Corporate Style Guide  

Developing corporate style guides helps documentation departments or any other group apply the same standards when writing documents for publication or presentation. Three types of style guides exist: static, dynamic, and multi-level. The information that goes into a style guide depends upon corporate and department guidelines. Publishing, promoting, and maintaining style guides are the responsibility of the responsible department. In many corporations this may be the technical documentation department, while for others it may be the corporate marketing or internal communications departments.

Damrau, Jackie. STC Proceedings (2005). Articles>Style Guides>Business Communication

Employee Communications in an Ever-Changing World  

Communications are continually changing in the business environment. Now more than ever, managers must be more culturally aware when communicating with the younger and older generations for all ethnicities. We, as employees, must also be aware of communicating with younger bosses and co-workers. Global communications, whether written or face-to- face, require different skills that each of us should aspire to understand in working with different groups. This paper covers the U.S. workforce statistics, seven communication principals, and cultural communications; provides you with a glimpse into discovering your communication style; and finally talks about how to communicate with younger bosses and co-workers.

Damrau, Jackie. STC Proceedings (2005). Articles>Business Communication>Discrimination

Managing a Virtual Team  

Managing a team of employees who are located around the world can be challenging. Discover how to efficiently and effectively work to create the highest level of output.

Damrau, Jackie. Intercom (2006). Careers>Management>Project Management>Offshoring

Technical Writing and Instructional Design Techniques  

Technical communicators and instructional designers use similar techniques in producing written documents. This paper discusses how the Perot Systems Instructional Design team creates its documentation in a similar manner as technical communicators. We start by discussing the use of the ADDIE model for developing documentation; 2) explaining how we implement our Word and PowerPoint style guides with a brief mention about our client-driven Training Engagement Methodology; and 3) ensuring copyrights are respected. The subject matter experts that we support as technical communicators and instructional designers sometimes view us as the documentation police because we constantly question the data and quotations.

Damrau, Jackie. STC Proceedings (2004). Articles>Documentation>Writing>Technical Writing