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Technical communication must begin with a question: Why do we need a special form of communication?
Our goal is to be able to communicate technical information effectively.
The elements we have to work with in achieving our goal include language, words, grammar, phrasing, pictures, sound, video, and many more types of media that allow us to communicate a range of knowledge, skills and attitudes between various senders and receivers.
We need to have a very fine understanding of each of these elements so that achieving our goal is made easier.
As a starting point, it is always good to know who is sending the message and who is receiving it. This will determine how we use all the other elements.
The sender of any message must understand what he wants to say before he starts communicating. This means that the sender must think first and then communicate. The sender is even more important than the receiver. If the sender simply rambles on about a technical subject, the essence of the communication will be lost. It is the responsibility of the message sender to identify his audience before communicating. Different audiences will require different mediums and different styles of communication.
In a technical environment, the message is normally going to be a document of some sort. The nature of technical communications means that there is going to be some detail – we don’t want to lose any of that detail by trusting important communications to verbal messages only. More about documentation follows.
The message receiver depends heavily on the sender and his level of expertise and the content of the communication. If the sender is not clear, then the receiver will not receive clearly. Similarly, if the message is not clearly phrased, the receiver will not receive clearly.
The receiver has an equally important role to play in the communication in that he must be attentive and absorb the complete communication. There is an old adage which describes some people as having “selective listening” – they only receive what they want to receive. Receivers must receive everything for communication to be effective.
For the purposes of technical communication, documentation refers to many different forms of media that are used to capture or record, hold, and transport information.
This could be paper, an online document, any analogue or digital medium such as tape, CD or DVD, a flash drive, your mobile phone, a sketch, a diagram, a photograph and in fact any medium than can hold information that will be of use to another party.
Other examples of documents can include sales documents, records of payments, design documentation, sound recordings, newspapers, product documents, advertising media and legal publications.
In general, documentation is information in a usable format. Usable formats have always been paper-based in the past. Books and magazines and documents in general are on the decline. Mobile devices play a huge role in modern documentation.
We are steadily moving away from paper-based systems into electronic formats. Much information is communicated electronically. Single documents are now stored as files. Several files may be grouped in a database where they are indexed and sorted.
What documentation does do and what documentation is supposed to do are often two very different things.
Good documentation should help in getting things done. The documentation must facilitate the process of completing a task. If the document doesn’t do this quickly and easily, then the documentation is not doing what it is supposed to do.
A lot of technical documentation confuses more than it assists in getting a job done. It confuses because it is not written well. If documents are not written well, readers don’t read the documents properly and they instructions that the documents carry are not carried out correctly.
What role does documentation play in supporting a good product?
Most readers of technical documentation will tell you that the documents are included in the box because it is expected but they don’t read them because it takes too long to get to the part that they need. In some cases, the part that they need is not even included in the documentation.
So, we would not be wrong in stating that most people have a frustrating experience with technical documentation.
The user manuals never seem to guide the user to a point where the users gets to do what they really wanted to do.
The manual might explain very clearly how to use the “pink widget” or the “business process designer” but it doesn’t tell the user how to use the “pink widget” to colour the text on the page or how to compile a selection of business functions into a workable process with the “business process designer.”
In general, technical documentation explains the features and benefits of the product and might tell the user how to use the various features of the product and how to get to those features from several different places in the software application.
It will say how the product will save time and effort and possibly detail why the user would use this product as opposed to any other product. Most users however don’t want this information; they just want to get a job done. They want to assemble their business functions into a process for inclusion in the company operations manual.
Their end goal may be even simpler – they might need a simple diagram that all staff members can refer to and see as one single function.
What should documentation do?
It must provide the user with targeted information that allows the user to complete the task in the most efficient manner possible. It must include a single title and a single method using common terminology so that the users are more likely to find the relevant information and complete their task quickly.
The technical communicator interprets information and then conveys that information to other individuals in a way that they are able to draw maximum meaning from the material.
The very nature of the technical communicator’s environment dictates that most of the communication is going to be technical in nature – this means that technical individuals will use a set of tools and techniques to research and document technical products and processes. They will seldom be called upon to write stories and letters although they will have the skills to do so. Their skills are based on communicating facts and information about products and services.
The bulk of their work will be in capturing information and presenting it as web pages, electronic documents, sound bites, movie clips and paper documents. The technical communicators writing will often include instructions on how to achieve a particular goal, and this will often be supported by sketches and illustrations provided by a technical illustrator.
A technical communicator makes use of a range of signs and symbols to convey meaning.
Technical Communicators may be called upon to write all sorts of documents. When we say “write”, this is meant in a very broad sense, most writers will spend their time at a keyboard rather than with pen and paper.
The range of documents extends from simple memos explaining a new function, to technical specification sheets for purchasing new equipment, through technical reports to complete business plans and product manuals.
Each of these documents has a particular function and a specific set of readers, some of whom need different information to other readers.
This requires a range of templates of various documents, each designed to convey the right information to a specific reader.
A technical specification may include information suitable for the Purchasing Manager, additional information for the design technicians and still other information for the Configuration Manager.
Before a Technical Communicator can begin to write he must know who he is writing for.
Imagine you have to write a description of an elephant for a seven-year-old.
What words will you use? What colours and shapes will you use?
Now imagine writing the same description but for a 22-year-old university graduate with a zoology degree.
The concept that you are trying to convey is the same in both cases, but you would write two completely different documents to get the meaning across.
This identification of your reader has to do primarily with a concept called readability.
How easy is it for your reader to read your document and gain maximum advantage and usability for the document?
Some documents are simply easier to read than others.
Most often this is because the writer has made a clear effort to write for his reader.
There are a number of factors which influence the readability of any document.
When viewed from the reader’s perspective, the indicators affecting readability are:
From the text perspective, the indicators are:
It is possible to calculate the readability index for any document.
In the rapidly evolving landscape of technology, artificial intelligence (AI) has sparked debates about the future of many professions, including technical communication. With tools like generative AI capable of drafting documentation, some fear that technical communicators—those skilled in translating complex technical information into user-friendly formats—might soon become obsolete. However, experts and industry trends suggest otherwise. While AI is transforming the field, technical communicators remain essential in the short term and beyond, provided they adapt and upskill to leverage these technologies effectively.
AI excels at automating repetitive tasks, such as generating initial drafts or standardising terminology, but it falls short in areas requiring human judgment, empathy, and contextual understanding. For instance, AI-generated content often lacks nuance, cultural sensitivity, or the ability to anticipate user needs in diverse scenarios. Human oversight is crucial for validating accuracy, ensuring compliance with regulations, and refining outputs to align with brand voice and audience expectations. As one analysis notes, technical writers will increasingly focus on reviewing and correcting AI-produced materials rather than starting from scratch, preserving their role as guardians of quality.
In the short term—over the next 5-10 years—AI adoption is still maturing, with many organisations grappling with integration challenges like data privacy, bias mitigation, and tool reliability. This transitional phase demands professionals who can bridge the gap between AI capabilities and real-world application, ensuring that documentation remains reliable and user-centric. Far from rendering the profession redundant, AI is poised to enhance efficiency, allowing communicators to tackle more strategic work.
Technical communicators have long been integral to product development, collaborating with engineers, designers, and stakeholders to create manuals, APIs, user guides, and knowledge bases that drive product success. In the future, their involvement will deepen as AI integrates into these processes. They will evolve into "information architects" and managers, designing systems for smart data delivery, such as chatbots or dynamic content platforms. This shift emphasises solving user problems, improving accessibility, and fostering seamless human-AI collaboration, making them indispensable in agile development teams.
Moreover, in sectors like healthcare, aerospace, and software, where precision and liability are paramount, human expertise ensures that AI doesn't introduce errors that could lead to costly mistakes or safety issues. As AI handles routine drafting, communicators can prioritise innovation, such as incorporating multimedia elements or real-time updates, enhancing overall product usability.
To thrive, technical communicators must upskill proactively. Key areas include mastering AI tools for content generation and analysis, learning prompt engineering to guide AI effectively, and gaining proficiency in data-driven strategies like SEO, analytics, and structured content management. Certifications in AI ethics, user experience (UX) design, and emerging technologies will be vital. Additionally, soft skills like critical thinking and interdisciplinary collaboration will set professionals apart, as AI amplifies rather than replaces human ingenuity.
Industry reports indicate that while AI could automate up to half of routine writing tasks, those who adapt will shift toward high-value roles, ensuring job security and growth. Platforms and educational programs are already emerging to support this transition, from AI-assisted authoring tools to specialised degrees.
The future of technical communication is not one of obsolescence but of evolution. By embracing AI as a partner, professionals can elevate their contributions to product development, focusing on creativity, strategy, and user advocacy. Those who upskill will not only compete but lead in an AI-enhanced world, proving that human insight remains irreplaceable. As the field adapts, technical communicators will continue to play a pivotal role in making technology accessible and effective for all.