There’s a new job in town. Google’s looking. Amazon’s looking. Dropbox, Paypal…many of the big players in tech are now looking for User Experience Writers. This week, Kristina Bjoran explains how writing-focused user experience designers will be a critical part of the way we design for experiences from here on out.
I can’t remember where I found this or who originally posted this, but I thought this was an excellent article about UX writing. I’m starting to find that UX writing and UX content is starting to emerge as something that is greatly sought. I’m fortunate that I’ve had experience with doing this over the past few years. I agree with the author that often employers trying to find a UX writer by looking towards copywriters first, and then sometimes they look for technical writers. I think UX writers fall somewhere in between those two disciplines. They are still technical communicators, but it’s a slight niche of knowing how UX and content should work, and how user interface (UI) should work. Copywriters might understand how to use the punchy marketing language needed to incur action, but technical writers understand how to use plain language and the technicality of directing people on how to navigate digitally to allow the user to get to where they want to go. So, really, in many respects, a UX writer is both a copywriter and a technical writer, with a little something extra built in.
What do you think? Is UX writing becoming its own discipline? What’s your experience with UX writing? Share your comments below.
As 2017 gets going, I realized that I haven’t written a whole lot in the past year. Why? Simple–not a whole lot to write about, frankly. 2016 was a rough year in many ways, but there were some good elements, too.
It’s hard to write about things when you feel like nothing is inspiring you or giving you little motivation. I remember feeling excited about tech comm for the first few years, and it was much easier, as I was learning new things constantly. Now, while there is still a lot for me to learn, it’s not quite as much in some instances. It’s probably like anything else, in that movements go in waves, and the mobile wave first took hold right about the time I started to study tech comm and get involved in tech comm. Now, it’s something that we take for granted, like electricity or running water in developed countries. There are still things to discover, but the wave of innovation and adapting to the changes to those innovations–both professionally and socially–have generally passed. We’ve adapted, for the most part. The use of mobile devices like mobile phones and tablets are common place now. Almost everyone has a smart phone. And many companies–not all, but most–have adapted their content and UX to have responsive design to adapt to different devices. E-learning has gone back to basics with m-learning by re-adapting chunking and also using responsive design and better UX.
From my view, the initial thrill is over, and we are now settling into the “new normal”. Things that were new and exciting have now become everyday, or have morphed into what they will be. For example, when social media really started to take off, it was an opportunity to create content that could be shared easily in sound bytes or blurbs in a more viral manner than conventional media. It was an opportunity to use content to incite a two-way conversation to discuss and share. Now, social media strategists don’t use social media for discussion, but rather as another marketing medium. Content strategists have been…shall we say…strongly encouraged to look at content as a marketing asset, and look towards content marketing. Content marketers, however, are not content strategists who have some understanding of marketing, but rather it’s expected that they are full-fledged marketers that have some understanding of content. (Trust me. I’ve read the job descriptions posted for many companies.) Both social media and content marketing are things I looked at doing seriously with my career. But as time went on, it was apparent that corporate expectations were shifting, and that these jobs were really meant for business people who were marketers and trained in marketing, not technical communicators. While I have some good sense about business, marketing, and customer service after many years, I don’t consider myself a business person per se. In other words, I would never get an MBA because business topics bore the hell out of me, and there are others who can look and do that sort of thing better than me.
This past year was a year of experimentation for me. When I got out of grad school almost five years ago, I wanted to be an instructional designer until I found that there was no such position as an entry-level instructional designer. I fell back into doing what I had done for years, but with stronger knowledge and experience, which was content strategy and management. I’d been happy doing that work, but always wanted to expand my skills. When I was released from my long-term contract doing content management in 2015, I saw it as an opportunity to do something different. I could start over, if you will. I was hired to do a knowledge management job, but the position was a misnomer. It really didn’t do anything close to knowledge management, and in the end, the projects they had brought me on board for were cancelled, and my contract ended in early 2016.
I was able to pick myself up quickly, taking a copywriting technical writer position. While I definitely had the ability to do the job, I found that my best writing abilities and UX/UI skills couldn’t be used to their fullest potential. I’m used to writing more than two sentences at a time, or re-labeling a button using a single word. I knew I had more to offer than what was required with no opportunities to contribute more than that, so I let that contract expire.
After trying those two other avenues, I found a short-term job doing content strategy and management again. Oh, it was exciting for me! I felt so comfortable doing that kind of work, and I felt confident again in my abilities. I was right to trust my instincts–that there was more to me than writing two sentences at a time, and doing something that I like doing. That, in itself, was a big discovery.
So, through this period of self-discovery, it was rough. I was unhappy with the work I was doing, unhappy with my lack of progress in a positive direction professionally, began to doubt my professional self-worth, and felt conflicted about next steps. Okay, so I’m still working through some of it, but I think the worst is (hopefully) over.
This isn’t to say that it’s all been bad. From those events, I can say that I learned what I’m good at, and what I’m not good at. I learned what I like and don’t like. I started to have a better understanding of my self-worth, at least professionally. Those are big realizations in themselves.
There were also other good things that happened that proved to be positive challenges. I had post-weight loss surgery, and recovered from that well. I’d never had major surgery in my life (and will be avoiding it in every way possible in the future), and found strength within myself to recover quickly and push myself. I attended three conferences in 2016, namely CONDUIT, TC Camp – East, and the STC Summit. All went well, and it gave me a chance to learn and reaffirm my passion for tech comm, meet and network with old and new colleagues, and remind me that this is the profession where I belong. I got more involved in my local STC chapter, and now I’m the vice-president of the chapter, and working my way up the STC food chain, as one might say. I’ve been in charge of STC-Philadelphia Metro Chapter’s programming this year, and I’m also co-chair of their conference, CONDUIT, so it’s been very busy for me that way as well, as I gain some new soft skills–and enhance ones I already had.
The election outcome put me in a very bad funk for the latter part of 2016. Dealing with my teenage autistic son has been more challenging than ever. End of the year holidays also don’t put me in a happy mood, usually. It’s usually a stressful time on a number of levels, and I couldn’t wait for the year to be over.
While in many respects, the start of 2017 is a chance to start fresh again, it’s an artificial starting point. I say that because we can start over fresh anytime we want to, if you think about it. It could be in the middle of August, or the end of March, or anytime, really. But with the stress of the holidays and year-end activities, January 1st was as good a date as any to start over, and it’s not something that is only on one day. Fresh starts can take days, weeks, or months. I’ve made some big decisions going forward that will take some time. I will need to be more patient with myself in achieving those goals. I am going to have many challenges, but I have support from my family and my colleagues to move forward in the direction I am intending.
The number one thing that I’ve decided that I need to do in 2017 is I have to get to a place in my life where I can be happy with what I do, and do what I enjoy. That’s easier said than done. To that end, I’m going to focus more on building up my independent consulting business, which I had intended to start after that long-term contract ended in 2015. I got majorly side-tracked in 2016, so 2017 is going to be focused on getting back on track with that. No agency contract distractions like in the past year. I’m going to do it on my own, using entrepreneurship and networking skills. It may be slow going to start, but I have a few good leads so far. Time will tell if they work out successfully. I know I’ll put my full efforts into any projects I do get. I’ll also be learning, both independently and with help, how to run a successful business. Hopefully, this will encourage the spark for me to write here more often about things that are going on that I see in tech comm, and how I view things that I’m learning in the process. I had a recent head-start with my adventures in learning DITA. My initial plans are to continue to train and practice using DITA. I’m also going to be learning Drupal next month, as that seems to be a widely used CMS in my area with some of the leading employers in the area. I’m hoping that adding DITA and Drupal to my “arsenal” of skills will be helpful for my business. I’ll attending CONDUIT and the STC Summit for sure this year, strengthening my professional ties and knowledge. I’ll be working hard still for the STC-PMC, as I intend to run for President of the group this year (we’ll see how that goes!).
Outside of my professional life, there are some hurdles along the way as well, but my goal this year is, well, to get through this year unscathed, or better off than I am now. I don’t mean just financially or professionally, but personally as well. It’s going to be a rebuilding year, and I hope that this time next year, I’ll be a little more upbeat about things, and I will have been able to share more with you over the course of the year.
What are your professional goals this year? Include your comments below.
While I’ve spent years blogging and talking about being a technical writer, I haven’t actually been a technical writer except for doing projects in grad school–until now.
In the last two months, I’ve started a position as a content/technical writer for the UX/UI Design team of a large company, working on their global self-service portal. The position was available shortly after my last contract gig ended prematurely. While I’m not enjoying the extra long commute, and I took a pay cut to remain employed, I have to say that I am learning a lot while applying a lot of the “theory” that I know.
Up until now, I’ve been more caught up in content strategy, creating the UX of websites, and making suggestions about how to utilize content rather than actually writing it. This new position has taken me in a completely new direction that I’m sure most of my readers are already familiar with, but it’s new territory for me–at least in applying what I know about it. There’s an outside vendor who creates the business requirements, who passes those along to the UX and graphic designers to create wireframes and the UI designs, and then another writer and I create the copy decks based on those. The project we’re all working on is the Company’s global self-service product (the image above is a hint of where I’m working), so there are a lot of details to consider.
My time as a knowledge management specialist in my last position was not as pleasant as I would have liked simply because I wasn’t doing that much actually related to knowledge management at all. I was brought in to do one thing, and ended up doing something completely different and something that didn’t play up to my strengths.
This is the complete opposite of that. While I will contend that I’m still very much in the learning curve of understanding my responsibilities and their expectations, the environment is much more in line with what I need to be around. Our manager has been talking about the idea of creating consistency throughout the product’s content. I’ve suggested looking into single-sourcing tools that might help us with that, but they don’t know how to wrap their heads around that idea yet. Even so, the other writer of the team and I have had some lively discussions about it. I appreciate having a voice when asking questions of why a UX designer went in a certain direction, and I get a vote when the team discusses how customers think and how they should direct the customers on the site. While I’m still learning by doing when creating new copy and editing old copy, I feel like I’ve been well-trained for this at grad school as well as from various presentations I’ve attended over the years at conferences. I’ve even had the chance to share my localization/globalization insights to the company in the hopes that we can be sensitive to better copy when the product is ready for translation.
So, this is certainly a new adventure. It’s not the direction that I thought I’d be going into, but I’ve definitely been learning a lot over the last couple of weeks, and things are just getting started. We’ll see how this progresses in the coming weeks. I finished my first copy deck last week, and I was told that I did a pretty good job for a first-timer. However the second, much bigger and more complicated deck I just completed with little guidance was ripped to shreds after spending a month writing it, with only a day and a half to fix everything. Needless to say, I was unhappy about that (spent the afternoon in tears), and it made me put all my education and self-confidence as a technical writer into question. As I said above, I know they need better processes that probably involve a way to write single-sourcing information, but the problem is that it’s not the kind of information that would eventually be published as a website, ePub or other documentation. It’s complicated to explain, but it’s a bad process. All the copy is done in Word. Need I say more?
My husband has said that there’s one thing that’s been for sure during this last year or so–I can’t say that as a contractor that I haven’t had an opportunity to learn new things, and to have very different experiences in the process. He’s certainly right about that! This latest position is one that I think will provide me with better insights into writing and developing content, and how it integrates best for a good user experience for the customer. I’m used to receiving content written by others, so it’s a great chance for me to be on the “other side” of the equation. It’ll also provide me with insight as to whether this is the kind of job for me. (I’m thinking right now that I like content strategy and management better.)
Where will this take me next? Good question–I don’t know. But there’s still a lot to learn, and it definitely contributes to my skills as a technical communicator.
What was your first writing gig like? Share your experience in the comments below!
It’s been a quiet start to 2016 for me, even though there have been some things going on for me “behind the curtain”. I wasn’t ready to share just yet, but I think I am now, since things have settled down for the moment.
My contract as a knowledge management specialist ended early. The projects that they kept saying to me, “They are coming…we’re waiting for approval…” fell through. Two of them. They also didn’t have any other work for me to do, so understandably, they cut the contract short. Unlike some other jobs, I was greatly relieved to be released. I did not feel that this particular position and company was a great fit. Even though I truly tried to give it a chance, I remember not having good feeling about the place from my first day of work there, and my gut instincts were right. It wasn’t a good match in the end, and the fact that they didn’t plan well for my presence there proved that.
In the meantime, I had two events that changed the picture rather quickly.
First, I was invited to be a panelist/presenter for a meeting that combined the Philadelphia Area New Media Association (PANMA) and the STC-Philadelphia Metro Chapter memberships. The meeting was about freelancing and contracting. Each group contributed two speakers, and I was one of the two representing the STC (the other was my friend, David Calloway). I was the last one to present or speak, and to be honest, I came completely unprepared. I thought it’d be a quick introduction thing, and then moderators would ask questions based on our experiences and background. (I guess I’ve been watching too many American political debates lately.) I was glad that I went last of the four presenters. Although the other three presenters covered much of what I would’ve said, I still had a few things to contribute. David and I took the stance of being contractors rather than freelancers. And as you might remember, several months ago I started my own freelancing company, but it hasn’t quite taken off yet.
But I will admit, listening to the others, I had a big realization of my own that night. I’ve been a contractor for several years, but not of my own choosing. I’ve tried finding full-time employee jobs, and it hasn’t happened in years. I think the last time I was not a part-time person or a non-contract person, it was still the 20th century! Yet perhaps, without my knowledge, I’ve already been a freelancer by default of being a long-term contractor.
That was my “A-HA!” moment, as Mitchell Levy likes to call it. I realized that yes, perhaps I have been a freelancer all along, and perhaps it really isn’t so bad to constantly be getting contract jobs. After the meeting, I told my husband about the discussion, and he pointed out that there was great opportunity in being a contractor. The biggest thing he pointed out was that each contracting job was an opportunity to learn new things. I would learn more about different industries, and often I’d learn more about new software, new procedures, and generally pick up a few new skills. I would also learn more about myself, namely what I’m good at, what I’m not as good at, and what I actually like doing. The more I thought about it, I realized that he was right. These are all opportunities to hone different parts of myself, both in improving what I do well, learning new things, and gaining insight about what is best about my capabilities and how to use them.
Now, not everyone can be a contractor. It’s not easy because of complications of being a non-employee, thus you don’t get the same rights and benefits, like affordable health insurance, as a contractor. Some agencies that contract out do offer these benefits, but they are usually at a higher rate than at a large company. But, at the same time, there are certain flexibilities that a contractor has. If a contractor is careful with personal finances, he/she can take time off, or work more than one position over time. Granted, in 99.99% of cases, if you don’t work, you don’t get paid. So, for example, when I go to the STC Summit in May for about a week, I won’t be paid for “paid vacation”. In fact, a contractor doesn’t get any paid vacation. You get paid for the hours that you work. So, that can be good, and can be bad. If you are a good contractor, you communicate these occasions with your manager, and you ensure that you are caught up with your work to be able to do this, it provides a little flexibility that an employee doesn’t have.
I’ve lamented the woes of being a consultant recently, and it was especially because I was in a bad situation. It was not a good fit, and the worse parts of being a contractor were at their absolute worse. But now that I’ve been away from that, with the help of this PANMA/STC-PMC panel last week, I’m starting to change my attitude a little bit.
With that in mind, I took a new job that started this week…as a contractor. I will be working for a global insurance company as a content writer/copywriter for their global self-service websites. This is a big change for me, because while you’ve known me as a social media writer, I really haven’t done any writing for a company this way before. I originally was reluctant to take the job, as it’s a far commute than what I’m used to and I’m taking a significant pay cut to do this job. But, I saw it as an opportunity to actually put my technical writing, editing, and UI/UX experiences to work in a different way, so it’s worth a try. After all, the contract is only for six months with a possibility for extention. Unlike the last position I took in which I had a sinking feeling about it (and my instincts were right about it), I have a better feeling about this position. After completing my first day, I think it’ll be a challenge to do things from a different perspective, but I liked the group of people I’ll be working with, the environment was more inviting, and I could tell that the work we’d be doing is much more in line with my experiences. While I’ll be learning to do copywriting the way they want, I’ll still be using skills I’ve acquired from all the conferences, webinars, grad school, and social media experiences I’ve had. In other words, I think this is a much better fit, and I think I can learn something positive from this position, which makes me feel much better about taking the position. Everyone was speaking tech language that I understood, and I was deep in the mix with information architects and visual designers as well as spending a lot of time with the other copywriter on my first day. I think it’s going to be a good thing!
I’ve also been continuing to work on a part-time basis with my old content strategist/management job at BASF. It’s my “moonlighting” job, as I call it, but it helps keep those skills fresh at the same time while working with another company that I truly like.
These next months are going to be obviously very busy, but I think they’ll provide some good insights into something new for me. I’ll be able to truly write blog posts from a technical writing and UI/UX perspective based on new experiences. Hopefully, future contracting positions will also be providing great learning experiences along the way. Perhaps embracing being a contractor means that I will be more of an adventurer than I thought.
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