#19129
Adding Value as a Professional Technical Communicator 
Value added means generating greater return on investment than the cost of the initial investment.
Redish, Janice C. 'Ginny'. Technical Communication Online (1995). Articles>TC>Assessment
#20085
College Curriculum and the Assessment of Recent Graduates 
Technical communicators and academics share an interest in higher education program assessment because the quality offiture employees is at stake. If universities fail to adequately educate, on-the-job training must pick up the slack. This paper describes Michigan Tech's efforts to learn what skills their recent graduates use, and where they learned these skills.
Jobst, Jack W. STC Proceedings (1997). Articles>Education>TC>Assessment
#29161
Content Analysis as a Best Practice in Technical Communication Research
Content analysis is a powerful empirical method for analyzing text, a method that technical communicators can use on the job and in their research. Content analysis can expose hidden connections among concepts, reveal relationships among ideas that initially seem unconnected, and inform the decision-making processes associated with many technical communication practices. In this article, we explain the basics of content analysis methodology and dispel common misconceptions, report on a content analysis case study, reveal the most important objectives associated with conducting high quality content analyses, and summarize the implications of content analysis as a tool for technical communicators and researchers.
Thayer, Alexander, Mary Evans, Alicia McBride, Matt Queen and Jan Spyridakis. Journal of Technical Writing and Communication (2007). Articles>TC>Assessment
#10329
Demonstrating Effectiveness and Value: A Process for Evaluating TC Products and Services
This article attempts to provide a framework that can be used to assess the effectiveness and value of technical communication products, and suggest how we can use it to help our clients perceive the value of those products. The framework is adapted from a similar framework initially developed by Kirkpatrick for trainers. First, the article presents the Kirkpatrick model and identifies the limitations in using it to assess the quality and value of technical communication products. Next, an adapted model for assessing the quality and value of technical communication products is presented. Last, the article addresses a series of issues related to collecting data about quality and value, such as when to collect the data, how to ensure its credibility, and how to report it to others. This framework may help us develop a widely used and accepted methodology for assessing the quality and effectiveness of technical communication products.
Carliner, Saul. Technical Communication Online (1997). Articles>TC>Assessment
#30272
Developing Customer-Driven Quality Measurements For Documents
This paper serves as a description of the demonstration on developing customer-driven quality measurements for documents. Originally presented as a workshop at the 1993 STC Conference in Dallas, the content was modified based on participant evaluations. In addition, the format was changed to a demonstration session to allow for a more flexible presentation method based on participation and time constraints. The session will use as many hands-on exercises as possible to reinforce its objectives.
Fisher, Charles D., Jr. STC Proceedings (1994). Articles>TC>Assessment>User Centered Design
#31982
Eight Issues to Consider When Developing Metrics for Your Technical Communication Group
Wondering how you can assess the effectiveness and productivity of your work? Admittedly, it’s not easy and there are no simple approaches. But it can be done. As you develop a program, consider these issues, which arose from a review of literature on the metrics used to assess the productivity and effectiveness of software engineering, training, marketing communications, and technical communication.
Carliner, Saul. STC Quality SIG (2003). Articles>TC>Quality>Assessment
#20731
ISO 9001: “Of TC, by TC, and for TC”
Our company obtained ISO 9001 certification as of May 8, 1998. This certification covers 'planning, design, and production of publications based on orders received' (including operation manuals, work manuals, brochures, leaflets, training textbooks, and booklets; and electronic editions of such publications). We are the first publishing firm in Japan to receive any of the 39 certifications available in the ISO 9000 series (hereafter referred to as “ISO 9000s”). Given the vital role that the publishing industry plays in today’s multimedia era, information quality has assumed a role of unsurpassed importance. If members of the industry are to fulfill their key role, they will be required to achieve greater conformity both to ISO standards and to technical communications (TC) needs.
Shidahara, Nobuyoshi. STC Proceedings (1999). Articles>TC>Assessment>ISO 9001
#23421
As a technical communicator you know that the work you do adds value to the final product, but how do you demonstrate this to management? Research that I have undertaken recently focused on how technical communicators add value to the development of software, particularly information systems. What is presented here are some examples of how I found technical communicators added value and how I measured the value.
Fisher, Julie L. TC-FORUM (2000). Articles>TC>Assessment
#13765
Measuring the Value Added by Professional Technical Communicators
Many organizations underestimate what technical communicators do for them. This article studies how to quantify the measure of return on investment in TC.
Ramey, Judith A. and Janice C. 'Ginny' Redish. IEEE Transactions on Professional Communication (1993). Articles>TC>Assessment
#21511
Measuring the Value Added by Professional Technical Communicators: Results of a Study
For the past year, we have been studying how to measure the value that technical communicators add to organizations. We have been investigating questions like these: How can technical communicators show that they add value? How much difference do technical communicators make in specific cases? In this panel, we report on results.
Blackwell, C. Al, Reva F. Daniel, Denise D. Pieratti, Judith A. Ramey, Janice C. 'Ginny' Redish and Cathy J. Spencer. STC Proceedings (1994). Articles>TC>Assessment
#10355
Measuring the Value Added by Technical Documentation: A Review of Research and Practice
Like any business activity, technical documentation must add value to a company’s product or service. This article reviews the principles by which the value of technical documentation can be measured, as shown by recent research in technical communication and other fields. Documentation value is the relationship of the cost of documentation to the total monetary value returned. Cost can be established through careful benchmarking. Monetary value can be returned in one or more of three fundamental ways: reducing internal investment; directly improving return on investment through increased sales; and reducing after-sales costs, such as support. While studies exist showing value added in all three categories, the second category, direct translation of increased documentation investment into increased sales, deserves the closest attention. Further, increased research in this area will lead to an improved understanding of information as the product itself, rather than simply a supporting component. Finally, doc
Mead, Jay. Technical Communication Online (1998). Articles>TC>Assessment
#14255
This article first reviews the current literature that addresses the value of the technical communicator. Whereas those discussions focus on what is delivered to the user (reader), this article examines the value the technical communicator adds by creating organization (internal) knowledge. The article then examines the philosophical underpinnings that support any discussion of knowledge and defines the role of technical communicators as creators of knowledge. Finally, it offers an expanded value proposition for technical communicators and examines its practical implications.
Hughes, Michael A. Technical Communication Online (2002). Articles>TC>Assessment
#30375
A Slippery Slope: Using Value Analysis to Resolve Ethical Conflicts in Technical Communication
Increasingly, technical communicators are confronting ethical issues in the workplace. Conflicts arise that appear to defy black-and-white solutions. To render every verdict as 'gray,' however, begs the question. Clear direction in the face of thorny ethical dilemmas requires objective value analysis, to logically reduce such dilemmas to clearly defined value conflicts. Once these conflicts are understood, the proper ethical path can more readily be discerned. This paper addresses the need for specific, real-world ethical guidelines for technical communicators. It also explores the possibility of developing a value analysis model to establish such guidelines. A typical model is applied to four representative ethical conflicts.
Voss, Daniel W. STC Proceedings (1993). Articles>TC>Ethics>Assessment
#29043
Structuring and Evaluating Scitech Communications
The basis for effective scitech communications is formed by: focusing on the needs of the audience; structuring the substantive and language content accordingly; concentrating on accuracy, clarity and brevity; meeting logical requirements; and presenting in a communicative style and layout, including the use of visuals. In many scitech communications, the Appendix is the right place for detail not of immediate interest to most readers; this option is grossly under-utilized.
Mandersloot, Wim G. B. and Clive G. Bruckmann. Journal of Technical Writing and Communication (2000). Articles>Scientific Communication>TC>Assessment
#10095
What Technical Communicators Think About Measuring Value Added
As part of an STC-funded research project on measuring the value added by technical communicators and information products, researchers designed a questionnaire to get a view of current thinking in the profession about the issue of measuring value added.
Ramey, Judith A. Technical Communication Online (1995). Articles>TC>Assessment
#14964
What's the Value of Technical Communication? 
Unlike many other professions, our work products rarely stand by themselves. The work product of an engineering team may be a new pager or PDA; the work product of a development team may be a general-market software application. Data sheets, programmers reference manuals, and microprocessor design guides don't have their own standalone markets. They are designed and produced specifically for supporting standalone products. Their value, therefore, lies in how well they serve as a conduit for transferring and translating knowledge about the product to customers or end users according to their requirements.
Le Vie, Donald S., Jr. GaryConroy.com (2002). Articles>TC>Assessment
#22191
Why Should We Be Exploring Accountability?
We probably need to think much more than we have in the past in terms of assessment, external evaluation, and accountability. We are hearing ever more frequently the concerns of administrators, regents, legislators, and departments of education for greater accountability by universities-concerns that will be passed down the administrative levels to program directors and teachers. This may be a blessing in disguise, an opportunity to tell the public who we are and why we are important.
Savage, Gerald J. CPTSC Proceedings (2003). Articles>Education>TC>Assessment
#20754
Winning Them Over: Demonstrating the Value of Technical Communication
Demonstrating the value of technical communication is an ongoing problem for technical communicators everywhere. Two problems face technical communicators. First, the flow of information (or lack thereof) between technical communicators regarding the wide variety of jobs we perform. Second, explaining and justifying the work we do to potential clients, managers, and technical staff that are either unaware of the work we do or skeptical of the added value that technical communicators can bring to the work place. Proactive approaches overviewed will include ways to educate others about the tasks included in job descriptions of technical communicators and how to demonstrate the value of good technical communication to others.
Gasser, Carol and Lianna Fahey. STC Proceedings (1999). Articles>TC>Assessment
#33561
Relocating the Value of Work: Technical Communication in a Post-Industrial Age
This article analyzes the location of “value” in technical communication contexts, arguing that current models of technical communication embrace an outdated, self-deprecating, industrial approach subordinating information to concrete technological products. By rethinking technical communication in terms of Reich's “symbolic-analytic work”, technical communicators and educators can move into a post-industrial model of work that prioritizes information and communication, with benefits to both technical communicators and users.
Johnson-Eilola, Johndan. Technical Communication Quarterly (1996). Articles>TC>Assessment>Theory
