Re: Writing Corrective Actions for customers?

["Gene Kim-Eng" <techwr -at- genek -dot- com>]

This scary prospect can occur with any document; "a letter"
is no different from a manual or an online help project in that
respect.  All technical writing tasks require "sensitive
knowledge and expertise" to some extent or another; the
question is whether that requirement is being recognized 
and addressed and whether you or anyone else in the
company have the required knowledge and expertise.  

While the basic process for creating the "a letter" are the 
same "Tech Writer 101" steps as any other document 
(identify requirements, line up information sources and 
reviewers, write, review, edit, approve, release, etc.), 
always lurking in the background is the mortifying 
possibility that the necessary knowledge and expertise 
to do the job right doesn't exist anywhere in your company 
and you need to bring in someone who has it.

Gene Kim-Eng



----- Original Message ----- 
From: "Ned Bedinger" <doc -at- edwordsmith -dot- com>
> My ongoing concern is whether my work will get a thorough review and 
> signoff, I think of getting that review as requiring local knowledge (at 
> least acquainted with reviewers), considerable finesse, and a well-oiled 
> process. Without those majoc ingrediments, reviewers will scatter when 
> the subject comes up.
> 
> When someone asks how to do a tech writing task requiring sensitve 
> knowledge and expertise, the first question I'll have on hand from now 
> on is "What's your review process like?" If expertise is modular and can 
> be added on, then fantastic, write the hell out of letters or whatever 
> the task is.

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