A writer's challenge.

The question I get asked on every interview is:

Do you ever have trouble getting the information you need to complete your document?

Actually, for the most part, I really don’t have a problem. I mean, sure, all writers have a challenge of acquiring or verifying facts with other technical experts, but there is a way to effectively manage the potential perils of information gathering.

Here are few tips that have worked for me over the years:

• Be professional, yet personable—we are all people at the end of the day, and simple kindness and courtesy go a long way.
• Respect their time while respecting your deadlines—planning for interviews and reviews is so vital. Ask your subject matter experts when they can spare time for you, but be specific. Know if you need 15 minutes or one hour. It’s easier for them to know how to allocate their time, or if they need to check their availability with their managers.
• Have your questions ready and take a lot of notes—this might be your only chance to meet before a draft deadline, so use your time effectively. Ask specific questions and don’t be afraid to guide the session so that you can get the information you need.
• Find out if you can follow up—it is a gift when subject matter experts welcome you to call them back if you have further questions. Always ask if you may contact them again, for further clarification or questions, if necessary. If you don’t ask, you don’t get! Find out if they prefer you to stop by, call, or e-mail. Make it as convenient for them as possible. The quality of your work and the time to deliver it is at stake!
• Thank experts for their time—be sincere about how you appreciate that they’ve taken the time to meet with you. If they have been exceptionally helpful, then tell your manager, and find out if there is a way to let their manager know. Sometimes companies have employee recognition programs.

Hope these help! Happy writing project!

Do not use humour in documentation. It is not professional, and you run the risk of offending your readers.

Etiquette in documentation is unnecessary. Restrict the use of etiquette to e-mail or other communiqués.

Example—avoid
For more information, please refer to the user documentation.

Example—acceptable
For more information, refer to the user documentation.

His, her, and they

When the gender of a role is unknown, you can just list the role name. If you must include the gender, then use his or her, or, he or she. Do not use they, for a single person. Consider how to best write the information.

Example—avoid
If a user has a problem, then they can call Technical Support.

Example—acceptable
If a user has a problem, then he or she can call Technical Support.

Example—better
Users can call Technical Support, if they have a problem.