Addressing Quality in the Real World  

Members of the STC Quality Special Interest Group (SIG) present a realistic look at Quality in today’s hectic business climate. Based on their experiences, you will gain insight into ways to improve documentation quality, establish processes to assist the improvement, and an understanding how outside forces can impact your documentation efforts. They will look at what is meant by quality, how it’s determined and measured; processes, techniques and basic tools that can be used to improve quality; and the impact of international standards on corporate policies and procedures. A case study will highlight some of the barriers, problems, and successes experienced by an organization in implementing a quality system for monitoring its documentation.

Jong, Steven F., Don Lenk, Amy Perry, Ralph E. Robinson and Roberta A. Rupel. STC Proceedings (2000). Articles>TC>Quality

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

Exploring Paths Toward Quality Information Products  

Information product quality has long been considered undefinable, but that must change if we are ever to improve the quality of our work beyond present levels. Information product quality can usefully be defined as measurable conformance to requirements. Requirements come from three sources: customers, clients, and professional standards. By determining our customers' and clients' critical needs, we can devise conformance metrics. This formulation can be applied in the context of many organizational quality improvement programs, such as benchmarking, continuous improvement, ISO 9000, and (with reservations) Six Sigma.

Jong, Steven F. STC Proceedings (1994). Articles>TC>Quality>Methods

Fanning the Creative Spark  

Creativity is critical to every aspect of our lives. Without it, we're susceptible to burnout, boredom, and (gasp!) bad writing. Creativity leads to improved productivity and innovation, superior problem-solving, and a more enjoyable life. We can enhance our creativity by giving ourselves permission to be creative, by not being judgemental, and by practicing.

Brenneman, Judy Fort. STC Proceedings (1997). Articles>TC>Quality

Quality in Action: What Technical Communicators Are Doing to Improve Quality  

Quality continues to be a hot topic among technical communicators, generating vigorous debate and commentary on the STC Quality SIG listserv and in notes to the Quality SIG manager in response to articles in the SIG newsletter or on the SIG website. Some common themes of interest include: how to measure quality, what role technical communicators can play in the ISO 9000 documentation process, how to reduce rework and minimize errors in documentation by developing flexible plans and processes, and how the STC value-added research can help us develop quality metrics for our information.

Colvin, Richard D., Ted Dennison, Lori H. Fisher, Don Lenk and Ralph Robinson. STC Proceedings (1998). Articles>TC>Quality>ISO 9000

Quality in Technical Communication: Do We Need to Rethink the Concept?

Technical communicators have always been proud of the quality of their work. Can it be that we are overdoing it? Do we need to change our understanding of what we do? Is readiness to compromise and economize to keep pace more important today than perfecting our work?

Giammona, Barbara A. TC-FORUM (2001). Articles>TC>Quality

Quality PIC Progression: What Technical Communicators Want to Know About Quality  

This progression is sponsored by the STC Quality Professional Interest Committee. Each subgroup within the Quality PIC is sponsoring a discussion table, with additional topics of special interest to technical communicators. These topics have been selected based on their timeliness and practical value to practicing technical communicators.

Fisher, Lori H., Connie 'CJ.' Bibus, Laura J. Cinat, William D. Gearhart, Kathleen J. Hansen, Donald S. Lenk, Jr., David Robbins, Karl L. Smart, Thomas A. Vallar Susanne Warren and Diane L. Whitmer. STC Proceedings (1996). Articles>TC>Quality

Recognizing Quality Achievement  

Smart summarizes the history and purpose of the Malcolm Baldridge Award. Given annually by the National Institute for Standards and Technology, the Baldridge Award recognizes companies that show an organization-wide concern for improving quality.

Smart, Karl L. Intercom (2001). Articles>TC>Quality

STC Quality PIC Progression  

This progression is sponsored by the STC Quality Professional Interest Committee. Each subgroup within the Quality PIC is sponsoring a discussion table, with additional topics of special interest to technical communicators. These topics have been selected based on their timeliness and practical value to practicing technical communicators.

Fisher, Lori H., Donald S., Lenk, Jr, Ted Dennison, David Robbins, Richard D. Colvin, Connie 'C.J.' Bibus and Ralph E. Robinson. STC Proceedings (1997). Articles>TC>Quality>Professionalism