RE: This too is technical communication

[Stuart Burnfield <slb -at- westnet -dot- com -dot- au>]

Lauren said:
 > Knowing a user still requires some process to get from not knowing
 > to learning and then to knowing.

I call that process "asking questions".

 > Technical writers are not born "knowing." How could it be
 > possible that an interviewee would "know" the new situation?
 > What is that person's learning process?

Rather than have the SME explain things in "For Dummies" mode, I usually 
find it more useful for *me* to summarise what I know of the project, 
and have them correct me on the parts where my understanding is wrong or 
incomplete. Then I ask some questions and come out with my revised and 
improved summary, get feedback, go into more detail, and so on.

So I might start an interview with a brief statement just to make sure 
we're starting from a firm foundation:

"Bob, I understand that that iSink is a new range of Bluetooth-enabled 
cast iron waterskis, and you're in charge of the software development?"

Bob: "Yes, though it will be Wi-Fi, because Bluetooth doesn't work over 
the length of a typical tow rope." (chuckles at TW's naïveté) "And the 
skis will be lead."

Stuart: "So, I read in the functional spec that iSink has three software 
UIs: the console on the boat, the ski-mounted browser, and the VR goggles."

Bob: "Yes, that's right. The goggles might slip to version 2."

Stuart: "I'm just curious to know if you considered using Ethernet cable 
for the tow rope to avoid the wireless networking issues."

Bob: "No, the breaking strain on an RJ45 connector is typically only..."

And so on. At the end of the interview I might do a quick final summary 
("So it's Wi-Fi lead waterskis, two UIs that require online help and 
possibly a third--decision on that next Friday--and a hardcopy 
operations guide, presumably laminated."). I would follow up with a more 
detailed written summary based on my notes, research and frantic 
Googling after the meeting.


The point of all this is that, however much I might be nodding away as 
the SME explains the project, I don't know if I really understand 
correctly till I try to explain it back.

Stuart
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