Nicely handled, Blinkit, albeit a bit repetitive.

They apologised profusely and made me feel that they understood my disappointment and wanted to truly help me. That’s exactly what empathy is.

Empathy is the ability to understand and share the feelings of another person. It means putting yourself in someone else’s shoes to see things from their perspective.

Usually, this is a key quality that support staff demonstrate (as seen above). But I believe it is also extremely important for a tech writer!

Many people think tech writing is just stringing together a bunch of words. Copy-paste content from the product spec, slap a couple of screenshots, format the document a bit to make it look pretty, and it is done. However, they couldn’t be farther from the truth.

Tech writing is about understanding the user’s journey, frustrations, and needs and then creating content that meets their requirements, and enables them to achieve their goals.

And that’s where empathy comes in.

Let me give a simple example. A technical writer has documented an API. The authentication information is available, the endpoint and methods are listed, and sample codes and parameter descriptions are present. However, there are two issues:

1. Mandatory fields have not been called out distinctly in the request parameters.
   Impact: A developer using this API documentation is surely going to be in a fix. They would have to do trial and error to figure out which parameters are actually necessary and which are optional.
   
2. Error and troubleshooting information is missing.
   Impact: If something goes wrong, the developer will need to contact the official support team or review community forum discussion threads to find a solution.
   

These are things that seem small but often have a huge impact on user experience.

How Does Being Empathetic Help?

• Creation of User-Centric Content
  By learning about the needs of the user better, we can create content that truly delights them. In technical communication, we usually cater to a mixed audience – we have the product/concept veterans, while some are still beginners. In such cases, we should ensure that the content is comprehensible for all audience types. For instance, if we’re creating a user guide for a very technical product, perhaps having a glossary would enable audiences with different skill levels to easily grasp concepts. Another example would be to add analogies that would help users easily relate to concepts and understand them.
• Improves Content Usability
  Not all users are built the same. Some do not mind reading through reams of pages while some want to read an FAQ to get answers quickly. Let’s take the example of long procedural documentation. Doing a particular task takes a gazillion steps and the document is a very long scroll. The user might feel lost in the mountain of content presented to them.  Perhaps, in this situation, a video guide would be a welcome addition.P.S. Whatever you do, just don’t write a manual like this.
  
• Anticipate User Concerns
  How many times have we received strange error codes on our screens while trying some tools? Of course, we are all too familiar with 404, but there are some errors that are incomprehensible.

Users could also encounter such errors, right? During the guide’s creation, we can proactively add troubleshooting tips and error codes with reassuring information that would resolve the user’s issue.

How Can Tech Writers Become Empathetic?

Empathy can be learned and developed over time. To better understand our users and their needs, we can take the following steps.

• Conducting user research: The best way to learn about your users is to talk to them. At Razorpay, we deeply believe in talking to our audience and getting their insights. We participate in user interviews and also ask external folks to try our products, read our documents, and provide feedback.
• Analysing user feedback: While it might not always be possible to conduct user interviews, we can definitely deep-dive into the audience feedback on docs pages. Many sites have integrated feedback modules that route user insights directly to writers. By digging into this gold mine, we can definitely derive opportunities to improve our content.
• Actually stepping into users’ shoes: Have you heard of the term dogfooding?  Dogfooding refers to the practice of an organisation using its own products or services. Writers can personally use their documentation to see how accurate and complete the information is. If they’re already familiar with the product or service, they can try to approach the documentation with the mindset of a new user with minimal prior knowledge. This provides valuable insights from the user’s perspective.

Conclusion

Empathy is not just a nice-to-have skill for technical writers; it’s essential for creating user-friendly documentation. By understanding and considering user’s needs and feelings, empathetic writers can produce content that is clear, helpful, and supportive. This focus on the user leads to higher satisfaction, fewer support issues, and a better overall experience with the product.

The post Why Empathy is Crucial for Effective Technical Writing appeared first on Razorpay Learn.

Under the visionary leadership of our Tech Writing Head and Associate Director, Sriparna Saha, TalkX unfolded as a rich tapestry of insights, lessons, and revelations, all contributing to the collective knowledge base of the tech writing community. 

You can find us on YouTube and Spotify.

Episode 1: Exploring the Landscape

In our inaugural episode, we dove into TalkX with Writing for Developers. Panellists delved deep into the challenges developers often encounter with documentation and proposed comprehensive strategies to mitigate these issues.

Here are a few of the key takeaways:

Focus on Effectiveness and Expectation: Documentation should balance effectively conveying information and meeting developers’ expectations. It should provide clear, concise, actionable guidance to facilitate the developer’s expectation of understanding and implementation.

Embrace Empathy in Collaboration: Understanding developers’ perspectives, needs, and challenges is essential. Doing so enables tech writers to tailor documentation that resonates with developers.

Emphasise Understanding and Testing: Tech Writers should be adept at asking pertinent questions and testing the product extensively to provide effective documentation. They are the first users to identify and address usability issues.

By implementing these strategies, tech writers can enhance the effectiveness, usability, and accessibility of documentation for developers, fostering collaboration and driving positive user experiences.

Episode 2: Evolution of the Craft

As the season progressed, it became evident that tech writing had evolved beyond mere documentation. A paradigm shift has always been underway. Technical writers are emerging as information developers tasked with creating dynamic and engaging content in various formats. 

The discussion on Changing Face of Technical Documentation shed light on this transformation, emphasising the following key points:

Diversification of Content: Technical writers are no longer limited to writing text-based documents. We now create interactive media content to enhance user engagement and comprehension, including videos, imagery, and other multimedia elements.

Integral Role in Product Experience: Technical Documentation is not merely a supplementary aspect of a product but an essential part of the overall user experience. It serves as the face of the product, offering users their first interaction and shaping their perception of the brand.

Emphasis on Upskilling to Integrate Recent Trends: Upskilling is essential for technical writers to stay relevant in a rapidly changing industry. Concepts such as Agile methodologies, user experience design, and artificial intelligence are shaping the modern landscape of technical writing.

Panelists stressed the importance of deep research, domain expertise, and proficiency in new tools and technologies, including coding and API integration.

In conclusion, Technical Writing is undergoing a profound transformation. Writers are evolving into information developers and embracing new technologies, trends, and skills. By adapting to these changes and focusing on user needs and product integration, technical writers are poised to play a pivotal role in shaping the future of documentation and user experience.

Episode 3: Harnessing the Power of AI

Integrating Artificial Intelligence (AI) and Machine Learning (ML) offers innovative solutions to enhance efficiency, accuracy, and documentation user experience. In a compelling exploration of the Influence of AI on Docs, we noted the following key insights emerged:

AI-Powered Search on Documentation: AI-driven search capabilities aim to streamline the search process, delivering faster and more accurate user results. Panelists emphasised the potential of AI in content filtering, aiming for precise and relevant search results to improve user satisfaction and productivity.

Document Checker AI: By leveraging AI algorithms, technical writers can automate detecting errors, inconsistencies, and formatting issues in documentation, enhancing quality and consistency across content.

AI in Logistics and Transactions: AI is also making significant strides in optimising logistics and facilitating transactions by analysing data flow and identifying pain points. These innovative AI solutions help streamline workflows and improve decision-making.

In summary, AI and machine learning are poised to enhance search capabilities, improve document quality and optimise workflows. The possibilities for innovation and improvement in technical documentation are limitless.

Episode 4: Metrics and Quality Assurance

In episode 4, we engaged in a heavy discourse on the challenges of Measuring Docs Effectiveness & Quality, like the need for new metrics that accurately reflect the impact of documentation on user experience and product success. Here’s a breakdown of a few insights:

Value Articulation: There is a pressing need to articulate the value of technical documentation in a manner that resonates with stakeholders outside the documentation team. This requires clear communication and alignment of documentation objectives with broader business goals.

Exploring New Metrics: Panelists proposed a range of potential metrics to gauge the effectiveness of technical documentation, including findability, discoverability, bounce rate, and user feedback through surveys. Observing user behaviour via heat maps emerged as a valuable metric for understanding how users interact with documentation.

Emphasising User-Centricity: The objective of technical documentation should be to facilitate customer ease of use rather than merely fulfilling a content quota. Serving users’ needs should be prioritised over metrics, ensuring that documentation is genuinely impactful and valuable.

By embracing user-centric metrics, maintaining rigorous quality assurance practices and aligning documentation objectives with business goals, technical writers can elevate the impact of their work and drive meaningful improvements in user experience and product success.

Episode 5: Navigating Specialized Domains

Tech Writing in the Finance Domain presented a discussion to understand the delicate balance between catering to both novice users and subject matter experts. Panelists delved into the intricacies of this specialised domain, highlighting the following key points:

Balancing Audience Expertise: Unlike other industries, fintech tech writers must cater to a diverse audience with varying levels of financial expertise. This necessitates striking a balance between providing accessible information for novice users and offering depth and complexity for subject matter experts.

Structural Clarity and Contextualisation: A core challenge for tech writers in the financial industry is to explain complex financial structures while simultaneously providing the broader context of financial processes. This needs perfect precision.

In summary, tech writing in the financial industry requires a nuanced approach that balances accessibility, complexity, and precision. By effectively leveraging documentation to create product awareness and foster financial literacy, tech writers play a vital role in empowering users and driving growth in the financial sector.

Episode 6: Mastering Global Reach

In this compelling episode of Internationalisation & Localisation in Technical Documentation, panellists discussed the intricacies of adapting technical content for global audiences. They explored the challenges and strategies of internationalisation and localisation, and here’s a structured overview of the insightful discussion:

Understanding the Landscape: The panellists discussed the challenges of internationalising and localising technical content. They emphasised the importance of understanding cultural, linguistic, and regulatory differences across global markets.

User Feedback and Proactive Content Creation: User feedback emerged as a crucial driver for effective internationalisation and localisation efforts. The panellists stressed that it’s difficult to leverage and create proactive content creation strategies without soliciting input from diverse user groups.

Collaboration Across Teams: Successful internationalisation and localisation require close collaboration with international teams, subject matter experts, and local teams. The panellists highlighted the need for seamless communication and collaboration to ensure the success of localisation efforts.

We learned that tech writers can effectively tailor their documentation to reach a diverse and international audience by understanding the complexities of global markets, soliciting user feedback, and leveraging collaborative strategies.

A Tapestry of Perspectives

TalkX featured eminent panellists and moderators who lent their expertise and made the show stellar. We’re talking about industry stalwarts at Google, Microsoft, and Hewlett-Packard Enterprise, as well as rising stars championing innovation at Razorpay and beyond. Their diverse perspectives and experiences enriched the dialogue and fostered collaboration and collective growth within the Tech Writing community.

Our panel was graced by:

Our moderators:

Conclusion: Charting the Path Forward

As we bid farewell to TalkX Season 1, we carry a treasure trove of insights, lessons, and inspirations. From redefining the role of tech writers in a digital age to harnessing the transformative power of AI, each episode has left an indelible mark on our collective journey. 

As we chart the path forward, let us continue to embrace collaboration, curiosity, and innovation, ensuring that the legacy of TalkX resonates far and wide in the ever-evolving landscape of Tech Writing.

Stay tuned for more adventures in Season 2 as we unravel the mysteries and magic of the tech writing universe!

The post TalkX, Season 1: A Talk Show by Razorpay Tech Writing Team appeared first on Razorpay Learn.

We have come a long way since then. We have seen the Apple vs. Samsung wars and the Android vs. Symbian wars. Today, none of us can imagine a life without cell phones. When we buy a new cell phone (fresh off Flipkart, Amazon, or your favourite retailer), we savour the feel of the pristine device and express delight over its design. However, the neat little manual that arrives with the device remains untouched and unread. 

Like any other device, mobile phones need an instruction manual for users to discover and use features as expected. There is a hardware manual and a software manual (which resides within the device).

The hardware manual outlines the physical components and specifications of the mobile device. It includes details about the SIM card slots, memory, battery, storage, display, camera, ports, buttons, and dimensions.

On the other hand, the software manual guides users on interacting with the software, customising settings, installing and using apps, and troubleshooting software issues.

And, of course, there are millions of apps out there that we can install and use – some come with manuals, some don’t.

Factors to Consider When Writing Mobile-Based Help Docs

As mentioned earlier, documentation for mobile devices and apps could be paper-based and online. And both come with their own set of constraints, as discussed in the blog on documenting for different media.

In this blog, we will explore the elements to consider when creating mobile-based documentation. The help files could be embedded within the app, or the user could be redirected to another external site. In either case, the user is still on a mobile device, and hence we need to take into account the following:

Content Organisation

Due to the limited real estate, writers have to be really careful about how they want to organise and present the information. Mobile users come to help sections when stuck with a particular action. Hence, most apps’ help section consists of a list of help topics, tapping on which takes the user to a list of FAQs.

By organising the information in a task-oriented manner, writers can make it easier for users to solve their pressing concerns. Let us assume you are tired of the WhatsApp forwards on a group (maybe the good morning messages?) and want to mute notifications. You tried to figure it out yourselves but weren’t successful. Then you came to the help section, and voila, you did it! Here is how WhatsApp’s help guide looks:

Content Structure

Brevity is key while writing content for mobile help. Writers should draft concise, to-the-point content so that the user can quickly scan and find information. It may not be easy, but it is necessary!

Perhaps writers can empathise with Mark Twain. He once said, “I didn’t have time to write a short letter, so I wrote a long one instead.”

Writers must keep the following in mind when structuring the content:

• As is true with creating any kind of technical documentation, writers must break the content into short, logical sections.
• Add section headings that grab user attention. In the WhatsApp help section, users scan the section headings to find the steps to share status updates to Facebook vs. other apps.

  

• Add numbered steps so users can quickly understand the sequence of actions and resolve their issues. 
• Use visual elements such as the UI icons so users can relate to the steps. Add screenshots and videos. However, remember not to add large, heavy images as these could increase screen load time. Observe how Amazon has smartly used graphics to explain how to change language preferences:
  

  

Interaction Descriptions

One of the biggest differences in documenting web and mobile interfaces is how interactions are described. 

• On the web, we click and scroll (unless you have touch-screen laptops/desktops).
• On mobile, we tap, swipe, pinch, long-press, scan and so on. Add to it voice-based commands and gestures and usage of stylus/pen. Now, add the difference between Android and iPhone UI.

Writers need to be mindful of these different interactions and document them accordingly. Here’s an example of how Samsung has documented its circle-to-search gesture.

Video Content Strategy

Video is now one of the most preferred mediums for consuming content on mobile – the popularity of Instagram reels and YouTube shorts attest to that. By adding an exclusive set of video guides, writers can help users grasp instructions quickly and in a medium they are used to. After all, not everybody likes to read.

Amazon has created short videos that users can refer to for simple, everyday actions, such as checking package delivery dates, tracking pages, and so on. 

Conclusion

With the rising number of mobile users, creating mobile-based help documentation is absolutely necessary. It aids users in their journey, helping them achieve their goals—as simple as returning a package or as complex as managing their finances or learning a new language.

Humans take to technology like ducks take to water, but sometimes, even ducks need a gentle nudge in the right direction. That’s where clear and helpful documentation comes in—helping users find their way around, solve problems, and get the most out of their digital experiences. 

The post Writing Help Docs for Mobile Devices and Apps appeared first on Razorpay Learn.

Given the relatively brief span of aviation history in the broader timeline of human achievements, our progress is nothing short of remarkable. When Orville and Wilbur Wright’s first aircraft lifted off in 1903, few could have predicted the monumental success and widespread adoption of their technology that was to follow.

The First World War witnessed the inaugural deployment of aircraft in combat, marking a significant milestone in utilizing aeroplanes for military purposes. Initially, aircraft were primarily used for reconnaissance, including observing enemy movements and mapping battlefield positions. However, as the war progressed, their role expanded to include direct combat roles such as aerial combat between pilots (dogfighting), bombing raids, and ground attack missions.

In the grand tapestry of aviation history, we’ve journeyed from the humble beginnings of analogue dials and basic instrumentation that characterized the era of the Great War to the sophisticated, cutting-edge navigation systems that define the skies of today. Modern aircraft, marvels of engineering and technology, now serve an array of critical functions — from ferrying passengers across vast oceans in mere hours to delivering goods with unprecedented speed to playing pivotal roles in national defence strategies. The complexity of these systems has evolved dramatically to meet the demands of their diverse applications.

It is a testament to the rapid pace of adoption and innovation within the aviation sector that, at any given moment, an estimated nine to ten thousand aircraft are navigating the skies above us. This figure underscores not just the reliance of modern society on air travel and transport but also the remarkable advancements in aviation technology and air traffic management that make such a feat possible. The sky, it seems, is busier than it has ever been, filled with the constant hum of aircraft crisscrossing the globe, connecting cities, countries, and continents in a web of aerial routes. Such is the incredible journey of aviation — from its nascent flights to its current status as the backbone of global connectivity.

As we marvel at the bustling activity in our skies, thousands of aircraft navigating the blue yonder at any given moment, an equally impressive feat unfolds on the ground. The rapid adoption and reliance on aviation have elevated the importance of maintaining these airborne wonders to paramount levels. Ensuring that every component of an aircraft is meticulously serviced, repaired, and maintained so that it performs at its peak is not just a priority; it is an absolute necessity.

But beneath the surface of this mechanical ballet lies a cornerstone critical to the entire operation: technical documentation. This unsung hero of the aviation world ensures that every intricate detail of an aircraft’s system is maintained to the highest standards. Technical writers provide the foundation for air travel’s safety, efficiency, and reliability through comprehensive manuals, detailed maintenance guides, and rigorous standards documentation.

So, why has documentation become so critical in the aviation industry? It’s not just about keeping planes in the air; it’s about ensuring passengers’ safety, cargo delivery reliability, and nations’ defence capabilities. Let’s dive deeper into the pivotal role that Technical Documentation plays in the complex, dynamic world of aviation.

Deciphering the Maze

In the world of aviation, where each aircraft is a symphony of millions of moving parts and a maze of electrical circuitry, keeping a tab on every single element can seem insurmountable. Imagine the meticulous detail required to track, maintain, and repair each cog in this vast mechanical universe. The solution? A masterstroke of organization known as the ATA numbering system conceived by the Federal Aviation Administration (FAA).

This clever system breaks down the entirety of an aircraft’s crucial components into 100 neatly defined categories. Each category is assigned a specific number, turning what could be an avalanche of information into a neatly organized, accessible structure. Below, we’ve provided a snapshot of this numbering system for a quick overview. And for those hungry for knowledge, the complete list is just a click away, ready to satisfy your curiosity and streamline your understanding of the intricacies of aircraft systems.

Evolution through the Ages

Embarking on a journey through the evolution of aviation documentation reveals a landscape transformed by the convergence of standardization and technological innovation. Right from the rudimentary hard copy documentation in the 60s to the magnificent digital information architecture today, it is a journey marked by continuous innovation and an unwavering commitment to precision and clarity. Let’s take a look at all the different standards that have transformed the way we consume documentation.

ATA Spec 100

It is a tale that begins in the 1960s with the inception of ATA Spec 100, a pioneering hard copy framework that introduced order to the myriad technical manuals like the Aircraft Maintenance Manual (AMM), Component Maintenance Manual (CMM), Illustrated Parts Catalog (IPC) etc. with its logical numbering of chapters. This was the dawn of a new era, where information was meticulously categorized, paving the way for an industry-wide lingua franca that streamlined maintenance and repairs.

ATA Spec 2100

As the wheels of technology turned, the 1990s witnessed the birth of ATA Spec 2100. With an eye towards the future, this standard took the baton from its predecessor, enhancing the structure of technical documentation. It was an era where the industry flirted with the possibilities of digitization, setting the scene for an impending digital revolution in technical documentation.

ATA iSpec 2200

The new millennium heralded the arrival of ATA iSpec 2200, a standard that embraced the digital tide with open arms. It was a transformative epoch that bid adieu to the confines of paper and welcomed interactive digital manuals complete with hyperlinks and multimedia capabilities. Here, the maintenance technician’s toolkit evolved from a library of hefty manuals to sleek, portable tablets teeming with interactive schematics and searchable text.

S1000D

Then, in a stride that crossed industry boundaries, S1000D emerged, transcending the aviation sector to become an internationally recognized standard. This was not just an update but a radical reimagining of technical publications. It broke down information into interchangeable, reusable data modules fit for the nimble demands of the aerospace, defence, and transportation industries alike. The S1000D standard doesn’t just communicate information; it’s an immersive, modular, and dynamic information experience that reshapes how we understand and interact with complex technical data.

From the structured chapters of ATA Spec 100 to the interactive data modules of S1000D, the progression of documentation standards tells a story of adaptation and advancement. It reflects the aviation industry’s relentless pursuit of excellence, ensuring that the vital knowledge that keeps us soaring high is conveyed with the utmost fidelity and efficiency. This journey through time celebrates the milestones that have marked the evolution of aviation documentation, showcasing the industry’s enduring spirit of innovation.

The Challenges

In the high-stakes realm of the Aerospace and Defence industry, where cutting-edge innovation meets rigorous precision, the task of crafting technical documentation is fraught with challenges. This is a world where every detail matters, and the margin for error is virtually nonexistent. Let us delve into the intricate dance of complexities and constraints that shape the creation and management of technical documentation in this sector.

Navigating the Complexity Maze: Imagine trying to distill the essence of systems so complex they seem to defy comprehension into documents that are both accurate and understandable. This is the daily puzzle faced by Technical Writers, as they translate the intricacies of aerospace and defence technologies into clear, actionable information.

The Compliance Tightrope: Straddling the line of regulatory compliance is a high-wire act. In an industry governed by stringent standards, ensuring that every piece of documentation adheres to a myriad of regulations is not just crucial for legal compliance; it’s a cornerstone of operational safety.

Bridging the Language Divide: Spanning across continents and embracing a workforce of unparalleled diversity, the aerospace and defence sector confronts the critical need for standardized, universally understood documentation. This challenge, intrinsic to its global operations, underscores the vital necessity for a shared language. The pursuit of Simplified Technical English emerges as a beacon in this quest, symbolizing an enduring march towards greater clarity and mutual comprehension.

Keeping Pace with Innovation: As the frontiers of technology continue to expand at breakneck speed, the race to keep documentation in sync with the latest advancements is relentless. This constant flux demands agility and foresight, ensuring the knowledge base is as current as the technology it describes.

Fostering Seamless Collaboration: In an era where projects span continents and involve a constellation of stakeholders, ensuring that technical documentation can be shared and understood across diverse systems and formats is pivotal. It’s about creating a lingua franca for data exchange, one that transcends borders and disciplines.

Guarding the Gates: In the cloak-and-dagger world of aerospace and defence, where secrets can be as valuable as the technologies they protect, securing sensitive documentation against prying eyes and cyber threats is paramount. It’s a digital fortress that must be both impregnable and accessible to those who hold the keys.

Empowering Through Knowledge: At its heart, technical documentation is about empowerment. It’s about making complex systems usable, transforming the arcane into the actionable. Crafting user-friendly documentation is as much an art as it is a science, enabling personnel across the spectrum of expertise to operate with confidence and precision.

The Lifecycle Labyrinth: From cradle to grave, managing the lifecycle of technical documentation is a complex venture. It’s about ensuring that vital information evolves with the systems it describes, remaining relevant and accessible across decades of service.

Balancing Act: Amidst all these challenges, the spectre of cost looms large. High-quality technical documentation is an investment in safety and efficiency, but it comes at a price. Navigating the fiscal constraints without compromising on the integrity of the documentation is the ultimate balancing act.

In the Aviation industry, creating and managing technical documentation is a saga of overcoming challenges through innovation, collaboration, and a steadfast commitment to excellence. It’s a testament to the industry’s unwavering pursuit of safety, precision, and progress, one page at a time.

Conclusion

As we close the chapter on the exploration of Technical Documentation in the Aerospace and Defence industry, it’s evident that the challenges are as vast as the skies these technologies seek to conquer. Yet, the industry’s response to these hurdles is a powerful reminder of human ingenuity and the collective resolve to push the boundaries of what’s possible. Through the meticulous crafting of technical documentation, the sector not only ensures the safe and efficient operation of its marvels but also upholds the highest standards of global collaboration and security.

Looking ahead, the journey of innovation in documentation is far from complete. With the advent of emerging technologies like AI, blockchain, and augmented reality, the future holds untold possibilities for further transforming technical documentation. These advancements promise to enhance accessibility, improve security, and streamline compliance, ultimately paving the way for a new aerospace and defence operations era. As we stand on the precipice of this exciting frontier, one thing is clear: the spirit of exploration and excellence that has defined the industry will continue to guide its evolution, ensuring that the sky is not the limit but just the beginning.

Read also: The Evolution of Technical Writing

The post Tech Writing in the Aerospace & Defence Industry appeared first on Razorpay Learn.

First things first.

What are Escalations

In business, escalation means talking or referring to a higher authority for a case or issue that could not be resolved satisfactorily. Escalations often indicate that a particular employee or function is not performing at their best, leading to user dissatisfaction. Users or clients escalate when they do not see expected progress in a project or resolution of a concern raised by them. 

Have you demanded to talk to the Floor Supervisor because the Customer Care Executive could not resolve your internet issue? – A common example of escalation in a business where you are the customer escalating about a poor experience.

Escalations lead to poor user feedback and unhappy customers. They may lead to business loss and create a poor brand image if untamed. Conversely, teams handling too many escalations may feel frustrated and dissatisfied with their job, leading to attrition. Businesses may lose their best talents. Escalations are undoubtedly double-edged swords.

Why Escalations Happen

Escalations happen for one major reason – Misalignment in User Experience and Expectation. Let us dig deeper.

False promises by business

Many businesses promise more than what they can deliver to get a deal. We have all encountered situations where something is promised to happen within 2 days but takes 5 days.

Lack of communication

Businesses do not communicate enough with their users.  Is there a delay in providing a service? Let your users know!

Inefficient processes and teams

Businesses often have poor processes and inefficient teams to process customer requests. These lead to delays or dissatisfactory services to users, leading to escalations.

How to Avoid Escalations

The answer lies in Why Escalations Happen. 

Manage the expectations of your customers.

Promise what you can deliver

Businesses should be careful about what they promise to their customers. Promise only what you can deliver.

Communicate with your customers

Simple as it may seem, but often overlooked is communication with customers.

• Send clear and simple messages to your customers.
• Use an appropriate messaging medium – Email, SMS or WhatsApp. Call your customers if needed.
• Use a friendly and empathetic tone in your messages.

Set efficient Leaders, Processes and Teams

I have used a particular gifting service for the past 7 years. They were always on time. I ordered flowers and 5 different gifts for my father for a special occasion. He was turning 80. Nothing except the flowers got delivered. The team cited an incorrect address! After several follow-ups, I cancelled the order, deleted my account and never used that service again. Later on, I learned that there was a change in the service provider’s management.

• Choose leaders who understand the function’s importance and build effective systems to provide best-in-class customer service.
• Ensure processes, such as SLAs, Escalation Matrix, SOPs, and Contact Details, are updated. Work on continuous process improvement with the changes in times, rules and regulations in the ecosystem.
• Use appropriate tools. Automate tools and systems to reduce errors and redundant work.  Many organisations use ChatBots to answer the first line of user queries and direct the issues to human agents for the complex ones. This reduces user waiting time, the Chatbots address simple issues, and human agents can solve complex queries that require human interaction and judgment.
• Train your team. Ensure you train your team on the processes, tools and soft skills. Your team should be equipped well to address user queries.

How to Handle Escalations

Escalations happen despite having the most efficient processes and well-trained teams. What do you do to bring things under control?

Assure the customer that you are there to help them.

1. Listen to the customer. If there is a case history, read through that. 
2. Understand the problem well and offer solutions. 
3. If you do not have a solution, request some time and provide an ETA.
4. Ensure that you call the customer back and provide a solution.

A sound knowledge of internal processes and excellent soft skills such as Active Listening, Communication, Transparency, Understanding and Conflict Resolution will propel you through these difficult situations.

Don’t’s 

• Do not defend your team or processes.
  The customer wants a solution to the problem. They do not care to know your internal process or challenges.
• Provide false information or promises.
  This can be the last straw in the relationship.
• Get into an argument.
  Do not argue with your customer to establish your point. Even if the customer has forgotten to share details, offer a solution. The customer does not want to hear what they did wrong; they want to know how you can set it right.
• Lose your cool.
  Never ever lose your cool. Be patient. Listen attentively and empathise. The customer may be angry. Use your soft skills to cool them down and assure them they are in good hands.

Internal Escalations

When we emphasise collaboration with cross-functional teams, we often feel blocked because a particular team or a member from another team is not doing their job well. What do you do to keep the ball rolling? Escalate! Connect with the stakeholders and explain the impact.

The stakeholders should handle internal escalations precisely the same way they would handle a client escalation. How would you meet customer expectations if you cannot service your internal teams? Charity begins at home!

To Conclude

Escalations can be minimised to a large extent by setting the right expectations with your customers – promise what you can deliver, communicate effectively, and have an efficient customer-facing team that can help resolve customer queries. Do not rush to close the ticket, but resolve the customer’s problem satisfactorily.

The post What are Escalations and How to Handle Them appeared first on Razorpay Learn.

In today’s fast-paced world, where technology is advancing exponentially, tech writers should continuously upgrade their skill arsenal to stay relevant. While nothing beats good old on-the-job training, there are a number of courses for writers to consider to level up.

General Writing

Fresh off the college bus? If you have an Engineering, Journalism or English Literature background, you have an edge over other candidates since you fulfil at least one of these two requirements: tech proficiency and writing skills. However, tech writers are needed across domains – Finance, Healthcare, Energy, Aviation and many more.

Even if you do not have an English/Journalism/Engineering degree, you can still pursue tech writing as a career – if you have domain knowledge/experience and good writing acumen.

For example, after I completed B Com,  I became a Tech Writer for an accounting software company after interviews and written assessments. Another writer I know has completed a bachelor’s in Aviation Engineering and worked for an aviation company as a documentation specialist.

Also, there have been cases where seasoned professionals from other functional areas want to enter tech writing – for example, developers, subject matter experts, and customer support executives.

For such folks, the following courses would help build foundational knowledge on technical writing and developing writing skills. You can pursue these courses and create writing samples to share with recruiters.

• Society for Technical Communication offers a Certificate in Professional Technical Communication. This certificate program covers essential skills for technical communicators. It includes courses on writing, editing, content strategy, and tools commonly used in the field. There are three levels: Foundational, Practitioner and Expert.
• Writing With Flair: How To Become An Exceptional Writer
• Introduction to Technical Writing

You can also showcase your linguistic ability by taking up certifications just for that. Thousands of prominent higher education institutions, employers, and governments worldwide place their trust in and recognise the validity of these language assessment tests. They unlock doors to compelling opportunities in higher education and employment.

• University of Cambridge English Language Assessment Tests
• EF Set Certification

API Documentation

API Documentation is one of the most sought-after skills in tech writing today, as many companies have become API-first. Understanding API design and documenting it well is a good-to-have skill for writers looking to enter the IT industry. There are a lot of training resources and courses available online for you to build foundational information about APIs and how to document them in a developer-friendly manner.

• Learn API Technical Writing: JSON and XML for Writers
• Learn API Technical Writing 2: REST for Writers
• Tom Johnson’s API Documentation Course

While the above courses come with a certificate and an associated cost, here are some free resources that you can refer to to kickstart your API documentation journey.

• APIs for Beginners 2023 – How to use an API (Full Course / Tutorial)
• Intro to Postman

SEO

Over the past decade, online help files have become quite popular with users. Who does not want just to go online and find answers to their burning questions? However, it is not enough just to publish content online; it is equally essential for people to be able to find it. If content is optimised well enough for search engines, that’s half the battle won! And that is where stats like keywords, visitors, and pageviews come in. These are all vital statistics that documentation managers must measure periodically.

Here are some courses and resources that you can check out to learn more about SEO and the various tactics you can implement to grow your user base.

• Hubspot SEO Certification Course
• Google SEO Starter Guide: The Basics
• Google Analytics 4

Video Creation

Apart from the how-to guides and user manuals, Technical Writers work on content such as how-to videos and tutorial videos. Videos help users quickly understand products and processes associated with the products and are often preferred by users compared to traditional text-based guides.

In fact, as per a Techsmith study, 83% of respondents preferred to watch videos over reading instruction manuals!

Many tools are available to create such videos, such as the industry favourites Adobe Captivate and TechSmith Camtasia. Multiple other online video creation tools are available, including some AI-powered ones such as Invideo, Visla, and Synthesia. However, even before you study a tool, it is better to understand the end-to-end process of video creation – script writing, audio recording, video recording and finally, audio-video integration. These courses and resources will help you get started.

• How to Write Scripts for Videos
• Camtasia Video Tutorials
• Captivate Video Tutorials

Project Management

Your writing skills are already polished if you are at a mid-level in the technical writing career ladder. Perhaps what you can focus on to grow further in your career are project management skills. Project Management courses demonstrate your ability to lead projects across industries successfully. Scrum is a popular framework for managing complex projects. Learning this process can help tech writers align with agile practices, ensuring efficient and effective content development in dynamic tech environments.

• The Project Management Course: Beginner to PROject Manager
• PMP Certification
• Scrum: The Basics

Soft Skills

You must know that Tech Writing is not just about writing. It is a job that involves communicating with a bunch of people across the organisation, sometimes across geographies. So, what soft skills should a writer possess? Communication skills, time management, empathy and collaboration. Tech Writers need to constantly interact and collaborate with multiple stakeholders – to collect information, seek feedback, provide updates, and a hundred other things. In many organisations, writers work on multiple projects simultaneously, which makes time management a critical skill. And, of course, tech writers need to be empathetic. How else would we document products/services from a user perspective?

Here are some courses to further refine your soft skills:

• Smart Tips: Soft Skills for Technical Professionals
• Enhancing Soft Skills & Personality

Programming

Knowing programming helps Tech Writers understand technical concepts deeply, communicate effectively with developers, and accurately document software functionalities. It enables you to create clear and precise documentation, troubleshoot issues more efficiently, and tailor content to various audiences with different levels of technical expertise.

Learning to program can be daunting, but with these courses and resources, you can step into the world of coding more confidently.

• Introduction to Programming and Computer Science – Full Course
• Beginner Course on Programming and Coding Fundamentals
• Google Tech Dev Guide List of Free Courses

UX Writing

Does a Technical Writer need to learn UX writing? Technical writing involves creating text-heavy documentation such as online help files, user guides, and instruction manuals rather than focusing on user journeys within digital interfaces. Conversely, UX writing focuses on crafting error messages, copy for form fields, and instructions found on websites or applications. That said, understanding UX principles helps tech writers craft intuitive, engaging content that aligns with user needs. In fact, I have personally seen some tech writers switch careers and get full-time into UX Writing! Here are some courses that will help you delve deeper into UX writing:

• UX Writing: Microcopy, User Research, Accessibility & More
• UX Writing Hub Free Course
• Material’s Communication Principles: Intro to UX Writing

You can enrol in this 14-day UX Writing challenge, where you will get daily prompts via email. This is an easy way to build a portfolio and show off your newly acquired UX Writing skills!

Blog Writing

Tech Writing is informative and instructive. It does not give much scope to explore our writing talents. But you can bridge this gap and pursue your artistic dreams by giving blog writing a shot! Now, you might say that in the times of ChatGPT and other AI tools, does having blog writing as a skill really matter? The fact is, it does! By infusing your personal writing style, you can make your blog post stand out from the crowd of AI-generated, generic content.

As a Tech Writer, you could write corporate blogs for your employer or create a personal blog to record your thoughts. In any case, you should consider learning a few blogging tips and tricks.

• 3-Step Writing System: Blogging & Writing Secrets
• Writing a Compelling Blog Post

Data Analysis

Tech Writing begins with research and analysis and ends with… research and analysis. While tech writers need to develop and deliver documentation, they also need to analyse the feedback and other metrics to improve further. For example, you might have created an FAQ/troubleshooting document for a product. You then have the opportunity to check on the following:

• Number of support tickets reduced
• Number of page visits
• The scroll depth of the page
• Number of positive, negative and overall ratings

You can check on these metrics month-on-month and derive insights regarding the documentation accuracy, usability and improvement areas. Doing all this data crunching requires some level of spreadsheet skills. And this is where taking up courses in MS Excel and Google Sheets comes in handy.

• Microsoft Excel Training Videos
• Great Learning Microsoft Excel Free Courses
• Google Sheets Course
• Google Spreadsheet Basics: A (Free) Introduction

Conclusion

“The capacity to learn is a gift; the ability to learn is a skill; the willingness to learn is a choice.” – Brian Herbert

To stay relevant and match the speed of technological advancements, tech writers must evaluate their existing skill sets, identify growth areas and cultivate a habit of continuous learning – be it through improving writing skills, specialised certifications, refining multimedia aptitude, or mastering project management methodologies. With the increasing need for clear, concise, and user-focused documentation, technical writers can stay at the forefront of their field by investing in certifications and training.

The post Certifications and Training for Technical Writers appeared first on Razorpay Learn.

It matters even more in the financial realm.

Money defines our decisions, and vice versa, in big and small hands alike. When you double it tenfold, big institutions and mammoth industries overhaul millions of transactions at the speed of light. For instance, Razorpay, one of the largest FinTech players in India, processed a Total Payment Volume (TPV) of $150 Billion in 2023.

A lot matters in enabling these transactions. Technical communication is one of the pillars that upholds product and business trust. It augments users’ understanding and usage of the products and services through transparency and accessibility. 

There is, however, a lot more than what meets the eye. In this blog, let us deep dive into the role of technical writing in the financial industry and the many ways it has come to shape.

The Early Days

The online literature for the early days of technical writing is very sparse. Its evolution is an interesting story, but technical documentation efforts in fintech get buried amongst the industry’s regulations and compliance changes. Documentation is deeply integrated into these developments.

As such, my references for the article are a combination of online research and our latest TalkX episode that delved into how financial tech writing came about.

In finance, most discussions revolve around exchanging money and goods, as well as related communication and information. Sometimes, they aim to bring awareness towards a better deal or highlight a recommended process. Other times, it’s for standardising processes for an organisation, decision-making and documenting, or raising capital via stocks.

Finance has evolved dramatically, and agents of such communication, whom we now know as technical writers have huddled around these changes and grown simultaneously.

This became apparent with the advent of the telegraph and fax machines. By the 90s, technical writers were not only subject-matter experts anymore but also the primary proponents of these machines. Consider the following questions:

How did you use these machines? What format does a fellow follow to depict a Balance Sheet? What program connects the mainframe computer to the back-end operations? How do the complex banking and financial systems like SWIFT, ATMs, and more work?

The Unique Case of Tech Writing in Financial Industry

There is one unique thing that separates tech writing from most industries when it is applied to the financial industry. Gopalakrishnan Tharoor, a persevering technical writing veteran from our latest TalkX session, elaborates that to navigate these waters—where financial information has grown complex and outsourcing avenues quickly gained speed in the 90s— ‘focus’ had to join hands with systems.

“Fin-tech prizes focus,” began. He gave us a glimpse of CMMI guidelines strictly adhered to in 80-page printouts, finally to be presented to the project managers. These were detailed protocols, annual reports, prospectuses, white papers, and more for a renowned bank. They fall at the mercy of intense rework should any information be more or less necessary.

As you can imagine, these were all boringly lengthy and taxing. Where outsourcing was accumulating the spotlight, a single-minded focus had to shake hands with collaboration; he emphasised, “To prioritise the focus, you need systems. Well-oiled systems make or break documentation.”

Importance of Systems

For focus to remain at the centre of the venture, participants in the financial operations process must be immune to structural challenges, which was only possible with systemic efforts and strict protocols. 

• Systems are an antidote to the dynamic financial landscape. 
• Systems enforce discipline. Writers strictly adhere to writing protocol and collaboration processes to facilitate the smooth making of changes to the documentation.
• Systems empower accuracy, transparency, and literacy.

It made sense. We are talking of an era before the omnipresent internet, where collaboration, communication, management and more happened without modern software tools. Remove any cog from this wheel, and you get documentation that is a dead man’s dream—non-existent, inefficient and wasteful.

Balanced Writing

Another unique component that redefines financial tech writing is the distinctive balance it strikes between expert and novice writing. What does that mean? 

Money matters are overwhelmingly universal. Every single person and institution deals with money in some structure. It is unlike most industries that more often than not, cater heavily to an audience of subject-matter experts. Think medicine, engineering, aeronautics and more.

Indeed, within money matters, different organisations exist for various monetary use cases. These included stock brokers and payment gateways, who perform fundamentally monetary but functionally different work.

But, the profile of a financial product user cannot be classified so easily. Yes, audience research helps, but the lack of context for a non-technical audience can easily deter and discourage the users.  Most customers tend to have an idea. But how do we elevate users from awareness to literacy? That is a challenge unique to the financial industry.

Tech writers tackle this interesting challenge: to explain the structure of the information and contextualise that structure simultaneously. A great example is how we developed documentation for rather approachable, merchant-facing products/topics like Payment Gateway, Subscriptions, and more, in contrast to developer-friendly API/Integration documentation.

Prioritising Documentation

We have seen that technical writing has grown alongside financial products and the tools to use such products. But why did we even need documentation for that?

Consider Razorpay, for example. We help businesses accept payments in a B2B or D2C space. But we also provide Source to Pay options to manage money, control outflow and categorise it. Then, there are credit products such as Razorpay Line of Credit and RazorpayX Corporate Cards. 

You can notice the product suite is almost endless. Is there any indiscriminate common ground for both a beginner and the biggest corporations to start from? Yes. Razorpay Docs.

Besides being a starting point, documentation broadcasts easy-to-consume, transparent product information to the users at the get-go, very stylishly and in an accessible manner. 

What else does it do?

Create Awareness

“Documentation gives you more information. Clear and structured information,” Raghuram Pandurangan, a Senior Tech Writing Manager at PayU, said during TalkX. He went to great lengths to uncover tech writing’s innate ability to market efficient product use.

“There are multiple Payment Gateway integration types, each with specific benefits. Having documentation that lists down everything—process, steps, use cases, errors and more—it gives a clearer picture of the process to the end consumer and enforces better decision making.”

Enable Financial Literacy

Remember that fact about moving users from mere awareness to product literacy?

Vinita Jagannathan, Lead Technical Writer with Razorpay, mentioned during the TalkX episode that, “The financial domain is vast. We cannot know who is coming to the documentation site for what reason and with what expertise.

“So knowing this fact—that we will have users arrive at the Docs platform with very limited knowledge— enhances the tech writers’ personal expertise and ethos. It forces us to consider our role and responsibility to present information that welcomes all users. And we welcome them to communicate the end goal—here is how you can successfully complete the integration.”

That is one aspect of creating literacy. Vinita goes on to also highlight how it educates users on the best practices using the documentation site. “Be it security or legal awareness that supports a product—we highlight most of it on our docs. That is what creates strong documentation and enhances product literacy.”

And it applies not only to the kind of information presented. It also matters how you are presenting this information. “We use screenshots and videos, gifs, diagrams, checklists, best practices guides and much more on the documentation. All of these are the various ways we present information for the users to consume, ensuring it is accessible,” she added.

Precise Precision

However, all those efforts are in vain if the documentation does not have up-to-date and precise information. Exactness, correctness and accuracy are critical in fintech. 

“You cannot have a developer come to the APIs and find inconsistencies or wrong information. These are money matters,” Vinita explained. 

Lack of accuracy is costly to all the parties involved. It unnecessarily lengthens the resolution processes and provides a poor user experience.

Raghuram highlights a critical aspect of documentation here: collecting feedback. “To keep information precise and absolute, we must round up the latest news, deep dive and research to bring out the most accurate information.

“But once it is out there, we must also have ways to correct the documentation if more information is available to add. We can do this by collecting feedback.”

Security and Compliance

The greatest challenge of them all is to share secure and compliant information that is up-to-date. Financial technology is largely digital now, which poses a great security risk to the information in transit. Data leaks, cyber frauds, phishing, and scams are all possible, with even the most minute access to the most vulnerable information. Exploitation knows no bounds.

Consider the example where a screenshot or a video that shows an active phone number belonging to a person is publicly available. If we do not care to hide such sensitive information, it can very easily be misused. The same goes for financial information like bank accounts or VPA/UPI details. This is why most screenshots, files and videos you see on docs are masked or contain imaginary numbers.

Another aspect of security in documentation is to provide users with the security certificates binding the organisation. All certifications—PCI DSS, SOC and ISO, and encryption and authentication- must be publicly available so that users can be aware and exercise their rights.

In Conclusion

These are insights into creating world-class documentation in the financial industry and what goes on in technical writers’ minds when we think of documentation. There are other aspects towards documentation, and we’ve covered only one part of the mammoth industry: FinTech. 

Yet, no matter which area of FinTech we venture into, these principles remain intact: accessible, accurate and contextual documentation.

The post Technical Writing for the Financial Industry appeared first on Razorpay Learn.

Nowhere could she find “Net Banking” among all the terms at first glance. All that was visible to her was the overused brand colours and tiny letters all over the website.  Maybe if this Miss Newly-Minted Adult had scrolled through the website a little bit or searched for what she was looking for, she could have found it, but clearly, poor Miss Fresh Adult was too overwhelmed by the noise of the colours and lack of direction and stuck to UPI through GPay. How do I know? Well, Miss Fresh Adult is me, and what played an important role in me choosing to use a UPI account with GPay over a certain bank’s Net Banking account was the experience these products offered. 

Why UX Writing is Important

Most would agree that design elevates user experience (UX). I don’t disagree, but the design isn’t quite functional without the text to guide. Consider the following example of a text-less product page on a popular e-commerce site.

UX writing is just as important a factor as the design. A UX writer writes copies and ensures the design is user-friendly. In the simplest terms, UX writing along with design is meant to create user experience. 

First Things First – Know Your Audience

For us to create something another person enjoys using, we have to understand what they enjoy. For example, if you want to create an unforgettable experience for someone on their birthday, you have to start by getting to know them: 

• Favourite cuisines
• Preferred clothing
• Enjoyed activities

To choose the perfect gift, your answer must be as specific as possible.

For instance, they enjoy wearing dresses; there’s a wide range available. Knowing the specifics means gifting them a sundress because that’s what they like the most, and it’s bound to make them happy!

Similarly, when curating someone’s digital experience with your product, you first get to know them. User research is the process of getting to know someone (or a group of people) to create an experience for them.

The purpose of user research is to understand who your users are, how they interact with your website/app, what their expectations are from your product, what kind of a journey they prefer, and how their behaviour, i.e. actions, reactions or interaction with your product. Users are the Kings; making their experience smooth and delightful is our job. The user experience widely depends on the user interface, aka UI, the device we’re interacting with; hence,  the design and writing must be in accordance. Some rules apply universally. Let’s take a look!

Accessibility is Everything: It goes without saying that all your effort into your product/page is useless if it is not available for consumption. An inclusive digital piece isn’t just about visuals. As a UX writer, you must ensure that everyone, from a digital novice to a pro, regardless of ability, can navigate and comprehend the digital landscape of your offering. Being accessible in UX writing translates to:

• Use as little technical jargon as possible
• Avoid slang
• Create interactive content
• Maintain consistent navigation
• Provide Keyboard support
• Provide Captions/ Transcripts / Alternative text for your audio & videos
• Pick a visible font in style and size

Google, in my opinion, has revolutionised the definition of accessibility. You type in and enter, provide voice commands or use Google Lens, and it will find; it’s that simple! Read more about accessibility.

Concise Content for Convenience: Users often visit digital platforms with specific goals. Concise UX writing helps them accomplish tasks more efficiently by providing information without unnecessary filler. Understanding the user’s perspective is important. Empathetic UX writing anticipates user needs, addressing concerns before they arise. Some pointers to keep the copy concise:

• Eliminate repetitive words or phrases that don’t add value to the message.
• Focus on providing the essential information needed for the user to understand and complete a task; Avoid unnecessary details.
• Choose words carefully to convey the intended message without ambiguity.
• Place the most critical information first to quickly capture the user’s attention.
• Pair concise writing with relevant visuals to enhance understanding.

Usefulness is paramount: Each element on the page must contribute to enhancing the task efficiency. If your words do not add value to an action or provide context, they need not be there. If a microcopy can do it, let the microcopy do it! Help your users by reducing their cognitive load. This also means:

• Use form fields.
• Provide clear CTAs with action-oriented button labels.
• Provide error messages with solutions.
• Use descriptive anchor text.
• Provide tooltips wherever necessary.

Clarity is Key: UX writing champions clarity. It’s about conveying information succinctly and ensuring users understand what action to take without a second thought. The design would be no good if there were too much text everywhere. Your whitespace, number of ads, branding colours, drop-downs, load time, image resolution, etc., are all a part of the experience. The more clarity provided, the more visibility you gain. Things to bear in mind:

• Stay relevant; Write from the user’s perspective.
• Maintain a consistent tone, style and terminology throughout the user interface, and voice your brand.
• Communicate the hierarchy of information. Keep it structured.
• Do not include too many visual elements; maintain the balance.
• Utilise the whitespaces to your advantage without making it look crowded.
• Conduct usability testing to ensure that users understand the information provided.

AirBnb provides you with stays anywhere in the world. They’re obviously good at it! Everything is communicated so efficiently right on your screen!

Attract for trust: The user experience you provide to your users via screens must aim to delight their eyes, and in anyway, not be a displeasure. It is the attractiveness of your page that eventually contributes to engagement and retention. It also contributes to brand loyalty and trust. Elements that facilitate attraction in UX writing:

• Call-to-action buttons
• Intuitive and simple navigation/menu/drop-downs
• Readable brand colour schemes
• Subtle animations
• Callouts

Yelp is ridiculously good-looking for a review website, I’d say!

Conclusion

I like to remember this as “Always Choose Uniqueness, Create Appeal” or ACUCA. If you think your page is Accessible, Concise, Useful, Clear and Attractive, this is just where you start. These terms may be applicable differently to different products across the various industries since your target audience might differ. As mentioned before, User is King and there’s always going to be something for you to do to craft a gratifying experience for your King. 

UX writing is not a one-size-fits-all endeavour. It involves a meticulous process, from research and strategy to implementation and iteration. In this ever-evolving discipline, arming yourself with the right tools and resources is indispensable. Style guides, collaboration platforms, and courses pave the way for continual growth and mastery. It is a continuous process. What was wao yesterday is stale today. Especially if you are writing to drive sales, you must reinvent your content to get users’ attention. If you are UX writing for an Enterprise product with every major update, polish your label names, error and success messages, and every interaction with your users to give them an updated, new feel. UX writing is for users. It starts with them and revolves around them, providing an awesome experience, every time!

References

https://realbigwords.com/bad-ux-writing-mistakes
https://marvelapp.com/blog/rules-of-effective-ux-writing/
https://blog.hubspot.com/website/what-is-ux-writing
https://uxcontent.com/what-is-ux-writing/
https://careerfoundry.com/en/blog/ux-design/ux-writing-what-does-a-ux-writer-actually-do/
https://www.springboard.com/blog/design/what-is-ux-writing/

The post Why UX Writing Matters appeared first on Razorpay Learn.

The typo became an international sensation, with news agencies and internet trolls discussing it non-stop! And here I am, mentioning it in a blog in 2023. The world forgot the tweet’s context, but the typo stays rent-free in our minds.

Whether you are typing a tweet or writing an answer, one of the things you would definitely want to do a dozen times before submission is editing and proofreading. Too many tweets have been posted and deleted, and too many answer sheets have borne the brunt of red pen marks due to the omission of this critical step.

In the realm of technical writing, proofreading and editing are absolutely essential. Consider a scenario where a prominent documentation site features a spelling mistake in its content. This seemingly minor error can erode the brand’s credibility and trustworthiness. A single typo on a website can significantly harm the brand’s image. 

In one of our earlier blogs, we covered the best practices of document review from a reviewer’s perspective. In this post, we will look at some tips, tricks and techniques for better editing and proofreading one’s self-written content.

Proofreading vs Editing

What’s the difference, anyway? 

Editing is the writing stage where the writer has completed the first draft. It involves a comprehensive review, including restructuring, language enhancements, and content refinement.  The focus is on improving the content flow, accuracy and overall readability. The content can also be checked for spelling and grammar at this step.

Proofreading is a focused review aimed at surface-level errors. It involves correcting typos and grammar mistakes and ensuring consistent formatting. Proofreading helps maintain content accuracy and create a polished final product before publication.

Editing refines content end-to-end, focusing on structure and language while proofreading targets specific errors to ensure accuracy and polish before publication.

Example:

Let us look at an example of how proofreading and editing differ.

Original content

To inisiate a payment transaction, you need to create an order object. This order object should be include the amount, currency, receipt, and other essantial parameters. Ensure to validate the customer details before initiating the transaction..

Edited content

Create an order object to initiate a payment transaction. This order object should include the amount, currency, receipt, and other essential parameters. Validate customer details before initiating the transaction.

Proofread content

To initiate a payment transaction, you need to create an order object. This order object should include the amount, currency, receipt, and other essential parameters. Ensure validating customer details before initiating the transaction.

In both the edited and proofread content sections, the typos were fixed. However, you would note that the content was also enhanced when edit-reviewed.

Quick Tips Best Practices to Edit and Proofread Content

When you have been staring at the same text for a while, it tends to get difficult to spot errors or identify a better way of writing it. If you are in a similar soup, we recommend these tips to get things moving!

Editing

I asked the Razorpay Tech Writing team members for some editing tips, and here’s what they had to share:

During Authoring

• Content Structure Evaluation: Assess sequential build-up, text balance, and the need for visual elements such as diagrams, videos and more. 
• Review Grammar and Punctuation: Check punctuation, grammar, and SEO during writing. You can use tools such as Grammarly or the built-in features of authoring software.
• Adhere to Style Guide: Ensure you follow the guidelines mentioned in the organisation’s style guide to ensure consistency across content.

Informational Review

• Ensure comprehensive content coverage and clarity of communication. Refer to the concept notes, try out the software, and fire the API to ensure you have covered all bases and the user can access all the necessary information.

Post First Draft

• Logical Chunk Review: Self-assess logical content sections for flow and coherence. Add headings and subheadings as needed.
• Structure and Grammar Check: Ensure concise content, accurate grammar, and appropriate formatting.

Post-Completion Review

• Holistic ‘customer-like review’: Re-read the content holistically from a customer’s perspective for final assessment.

Other Tips

1. Read content aloud to identify phrasing or coherence issues. Tired of reading out loud? Check out the text-to-speech software tools that read out to you! More about this in the proofreading tips section.
2. Use Grammarly for grammar, spelling, and tone checks. However, do not rely heavily on it as, at the end of the day, it is not human and doesn’t understand the nuances of English. And sometimes, it is just outrightly incorrect! Here’s an article on how Grammarly is not always right. Nevertheless, Grammarly is a great tool to help you fix all “silly” mistakes and ensure you create top-notch content (well, mostly!).
3. Use AI tools like ChatGPT for content variations or enhancements. You may also try Quillbot for paraphrasing. Again, take it with a grain of salt.
4. Follow a checklist for structural, voice, and formatting checks.
5. Engage a second reader for external content intuition assessment. It could be a co-worker, friend or family member (in case of confidentiality issues, better to avoid this!).
6. Try printing out the pages and editing the hard copy for content-heavy pieces.
7. Take breaks before the final review for a fresh user perspective. 

Don’t skip the queue, and make sure your content undergoes a thorough self-review, peer review, technical review and editorial review before it makes it to production. The process may be lengthy and time-consuming, but it’s worth it. Plan your tasks to ensure you never miss the bus without compromising the content quality.

Proofreading

• Listen to content with Text-to-Speech Tools

Once done with the draft, you can read out aloud line by line to spot errors and fix them. However, did you know you can enable Microsoft Word and Google Docs to read your content? How does this help? Sometimes, we might make errors that cannot be caught by the usual spellchecker tools since these are still real words. For example, mistyping your as you, our as out. When the content is read aloud, you can easily identify and correct the errors. By the way, have you read the proofreading poem?

• Reverse Read

While reading aloud (yourself or using software) is a good idea, you can make it more effective by going to the end of your content and starting from there. Read the last sentence, then the previous one, and so on. Check for spelling mistakes and grammar issues. Why does this method work? The brain usually anticipates a certain text flow. However, reading text backwards disrupts the brain’s natural tendency to predict the flow. This forces us to focus on individual words or phrases.

• Use the Find Function

Are there common typos that you are aware you make? Such as receive/recieve, occurrence/occurence. Or US/UK spelling variations such as color/colour? If prone to such errors, you can create a checklist and search each word using the Find function on word processors. If you are writing a lengthy piece or handling a massive writing project, this tip will help you find and fix all typos simultaneously!

Related Read: What Is the Role of an Editor? Duties & Responsibilities

Conclusion

Becoming great at editing and proofreading takes practice. It’s about using tools, being careful, and always looking for ways to improve your work.

A well-edited piece isn’t just about fixing mistakes. It’s about making sure it connects well with readers. Keep practising, pay attention to details, and use tools like Grammarly or checklists to improve.

Keep using these tips to make your writing the best it can be!

The post Tips & Tricks: Get Better at Editing & Proofreading appeared first on Razorpay Learn.

Team Members

Your team members are crucial to the team’s success. You must take utmost care to choose who you want in your team. A great team player can bring tremendous positive energy and influence the other team members significantly. Curate hiring processes, which not only evaluate the technical skills of a candidate but also check their fitment in the team and culture.

Team Structure

Prepare a blueprint for your team – the different levels and designations. 

• Setting a team structure helps set the expectations when hiring new team members. 
• A team structure provides clarity in terms of band, designation and the compensation structure of the team members. 
• The team members can see a clear career path. 
• Keep your team structure up-to-date as the business needs change. A company may see changes such as:
  a) A critical project that requires additional resources temporarily where you may want to hire Contractors.
  b)  Team expansion due to an increase in work, the launch of new products or development to newer geographies where you need more team members to manage work.
  c)  Team realignment due to a sudden dip in work or due to budgetary and business needs.

Work Allocation

Your Team Leads and Managers should allocate work so that work is fairly distributed among team members based on their skills and expertise levels.

Add some variety in work that helps the team members to explore and learn new skills. Variety in work is crucial, especially for highly skilled team members who need complex and exciting work to keep them engaged and motivated. 

We at Razorpay do not restrict ourselves to writing technical documents. We work with Product and Engineering to design products. We conduct user interviews throughout the year to speak to the users directly and gather feedback on Razorpay Docs. We also host events and talk shows related to Technical Writing and contributing to the Tech Writing community!

Processes and Tools

Processes and tools play a key role in the life of a Tech Writer. A long, clumsy documentation process, a lot of time spent on administrative tasks, and redundant jobs reduce the efficiency of the team members and the scope for innovation.

• The team should work towards optimising their processes. Use templates and standardisation to ease work.
• Use the tools available in the market, including AI. For example, if your team needs to optimise content for SEO, there are several tools and Chrome extensions that help you with the basic SEO checks like ALT text for images, headings and meta descriptions. Leverage AI tools like ChatGPT. See our recommendations on how ChatGPT can be used in Technical Writing.
• Use automation and reduce redundant work as much as possible. 

Team Dynamics

Team Dynamics is another critical element that can drive ordinary people to create extraordinary value.

• Talk to your team members often to understand their workload, type of work and challenges. 
• Connect with your team on forums like Standups and Weekly Connect to learn their progress and where they need support.
• Build rapport with your team members so they can speak fearlessly and share ideas. A few team members need additional support; they will open up only if they are comfortable talking.
• Spend some time together with your team. Team lunches, break time, birthday/anniversary celebrations, fun time together – All these create a lot of space for your team members to unwind and gel with each other outside work. Playing games and team activities is a great way to build strong team bonding.

The Razorpay Tech Writing team is one of the highest-performing teams at Razorpay, has won the “Espirit De Corps” award year-on-year, and has the lowest attrition rates. The team spends at least 2 hours monthly during office hours celebrating birthdays, work anniversaries or just some time together. 

Learning

In this unpredictable world, the one asset which has never lost its sheen is learning. Pave a path for your team to learn, improve and grow in their career.

• A Learning Plan for New Hires helps newbies to understand what their next 10-15 days will look like and get integrated into their existing documentation processes easily.
• A well-structured training plan can help create a smooth transition of the new team member to a productive team member sooner with fewer errors.
• The team members can refer to these training documents at any time and can self-help.
• Learning should be continuous. Create a learning path for each team member in sync with their aspirations and what the organisation can offer.

Measure Team Performance

Reports are crucial to track the team’s progress and how each team member contributes to the team’s success. 

• Track numbers and generate reports periodically to measure progress, validate assumptions and finetune your content strategy. 
• Data and reports help create healthy competition among the team members, pushing each one to excel.

Appreciation and Rewards

Who does not like a pat on the back? A few words of encouragement and appreciation: acknowledging good work can go a long way in building great relationships and bringing out the best in your team.

• Appreciate hard work during 1-1 discussions, team meetings and larger forums.
• Work with your HR and build a Reward and Recognition program and a fair and transparent Appraisal mechanism.
• Celebrate work anniversaries and milestones.

Image source: https://www.hifives.in/what-are-the-benefits-of-an-employee-rewards-and-recognition-program/

Closing Words

In my experience, while each of the points mentioned above is critical for the success of your team, the most important is connecting regularly with each of your team members and having open and fair communication. Sometimes, things look great at the surface level until we dig deeper. You may have the best tools, systems and processes, but if your team member is dissatisfied, the outcome will be sub-optimal. Soul-connect with your team to understand their aspirations and help them grow. A happy and content team always delivers!

The post Building High Performance Documentation Teams appeared first on Razorpay Learn.