The document summarizes a presentation given by Barry Saiff on technical writing outsourcing. Some key points:
- Barry Saiff has over 30 years of experience in technical communications and founded Saiff Solutions to provide outsourced content development.
- He discusses the evolution and growth of technical writing outsourcing over the past decades and some of the drivers behind this growth.
- He addresses common fears about outsourcing like loss of jobs but notes that with proper implementation, outsourcing can benefit organizations and technical writers.
- The presentation outlines best practices for successful technical writing outsourcing like choosing the right country and vendor, including all writers, and focusing on process improvement.
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You Say You Want a Revolution: Quality Content & Global Sourcing
1. You Say You Want a Revolution:
Quality Content & Global Sourcing
Barry Saiff
Founder and CEO, Saiff Solutions, Inc.
Tagaytay City, Philippines
@SaiffSolutions #LavaCon
2. • Technical communications leader
• 30+ years of experience
• Led writing teams at 6 US companies
• Founded Saiff Solutions, Inc. in 2011
• Provides content development to Fortune 500
companies in Japan & US
@SaiffSolutions #LavaCon
20. The GROWTH of Outsourcing
From 1970 to 2010, outsourcing grew exponentially.
Some examples:
• By 2003, 77 global software development
firms had R&D operations in India.
• By a recent (2013) estimate, there
were 80,000 software developers in
the Philippines.
• There are now technical writers
in the Philippines with 10+ years
experience in topic-based authoring.
21. DRIVERS of Outsourcing
• Labor cost differentials
• Growth of global labor
market = availability
• Communications cost reductions
• Global market growth/economic
liberalization
• Increased ease of doing business
globally
• Convergence of global business culture
• Increasing productivity
• Increasing customer-centric focus on quality
22. Discuss: TWO Issues, Fears, Pitfalls
What do you think are the major
problems with technical writing
outsourcing? Let’s write them down,
and I’ll address each one.
26. OUTSOURCING
Successes
What happens when TWO works well?
• Effective global collaboration
• Learning
• Process Improvement
• Improved quality
• Reduced costs
• Increased global
responsiveness
• Productivity improvements
28. OUTSOURCING
Pitfal
Can bad things happen as a result of
outsourcing technical writing?
• Yes, sometimes.
• Often when outsourcing
decisions do not involve
technical communicators.
• Resisting outsourcing makes it
less likely that you’ll be
included in the decision.
• What you resist persists.
29. Can good technical writers lose jobs to outsourcing?
OUTSOURCING
Pitfalls
• Yes, sometimes. But not always.
• Over 4 years, the # of Saiff Solutions
clients that laid off of in-house writers:
0
• Yes, 0. We’ve never been in that
situation.
30. Discuss: TWO Key Success Factors
What things do you think need
to happen to make technical
writing outsourcing successful?
31. The Evolution of TWO
For a long time it seemed that:
• Technical writing outsourcing may not
work.
• Opposing TWO is the best way to
keep local TW jobs.
33. The Evolution of TWO
Now it clear that:
• Technical writing outsourcing can
work very well.
• With technical communicators in
management, we can author TWO
strategies, instead of being victims.
• How TWO is done is a crucial
question.
35. TWO IMPLEMENTATION
If you have writers:
- As work grows, you can expand capacity
at lower cost via outsourcing.
- By reserving advanced tasks for the in-
house team, you can improve team
morale and cost-effectiveness.
36. TWO IMPLEMENTATION
To determine if TWO is right for
YOU:- No one-size-fits-all formula
- No simple rule to follow
- Quality varies everywhere
37. TWO IMPLEMENTATION:
What do process maturity and
content strategy have to do with
TWO:- If technical writers struggle to discover
design changes when co-located with
engineers…
- Outsourcing may magnify problems.
PROCESS
40. • Focus where you can have an impact.
• Prepare yourself for change.
• Focus on the success of your
enterprise.
• Focus on improving quality.
TWO IMPLEMENTATION:
LESSONS
41. • Start with process improvement and
content strategy.
• Focus on morale and effectiveness.
Don’t ignore the need to sell change
effectively.
• Use inclusive planning.
• Be aware of potential cultural pitfalls.
TWO IMPLEMENTATION:
LESSONS
For management:
42.
43. Assess process maturity and content
strategy first, and improve if needed.
- Include Tech Comm in planning.
- Ensure a realistic financial analysis.
- Identify & communicate vision &
benefits.
- Incorporate team feedback.
- Focus on career development.
TWO: KEY SUCCESS FACTORS
44. Carefully choose country:
- Consider language, infrastructure, labor pool.
- #1 country in business English: Philippines
(http://www.globalenglish.com/business_english_index)
TWO: KEY SUCCESS FACTORS
Carefully choose provider.
Start with a low-risk pilot project.
45. Understand and accommodate the
differences:
- Time zone
- Language
- Culture
- Expertise
- Background, context
TWO: KEY SUCCESS FACTORS
46. Include all tech writers in meetings,
reviews, scrums, defect tracking,
wiki/intranet, email list, etc.
Document testing, review = key
parts of the project schedule
TWO: KEY SUCCESS FACTORS
49. What is your overall impression of
TECHNICAL WRITING
OUTSOURCING?
50. How can outsourcing your technical writing benefit your organization?
How would it work? How will you start? Is now the right time?
I’m happy to help you think this through.
Email me to set up a free, 30-minute
consultation!
In your email, please include your: name, title, company, time zone, phones,
suggested times/dates.
barrysaiff@saiffsolutions.com
2200 mAh
Power Bank
Invitation
51. By 2030, in a typical US company, what % of technical
writing will take place outside of the US, Canada, Australia,
New Zealand, and Europe?
a. 25% c. 75%
b. 50% d. 95%
Final questions
In 2030, how will the number of technical communication
jobs in the USA compare to 2015:
a. At least twice as many jobs as in 2015?
b. More, but not twice as many?
c. The same?
d. Less?
54. Bonus Slide2: responses to surveyquestionsat lavacon
2015
How many of you have
experienced:
Work with off-shore writers: 7
Lay-offs due to TWO: 3
Involved in TWO decision: 6
Well-crafted TWO plan: 2
Poorly-crafted TWO plan: 2
Any negative TWO impacts: 6
Any positive TWO impacts: 2
Overall impression of TWO (at
start):
Positive: 0 Negative: 4
Overall impression of TWO (at
end): Positive: 4 Negative: 0
Neutral: 9
By 2030, what % of technical
writing will be offshore?
25% -0, 50%-6, 75%-4, 95%-0
By 2030, how will the # of TW
jobs in USA compare to 2015?
2x-0, 1x-2x-6, 1x-0, <1x-4
Notas del editor
Few technical writers, academic programs, tech writing managers
An infant is unable to effectively use words to communiticate its needs.
Some tech writers, few teams, few TW managers, few academic programs
Youth can communicate effectively, yet are often not respected.
More tech writers, some teams, some managers, some academic programs
Adolescents rebel, and often struggle against the dominant culture.
Tech writing managers, directors, central TW support groups
Unified Content Strategy revolution starts
Information designers & architects, documentation tools developers
The rise of globalization and localization
Young adults discover the workd and begin to conquer it.
Unified Content Strategy revolution in full swing.
Content strategists
Technical writing outsourcing begins to grow.
Adults command respect, and understand how to influence others.
TW starts to transition from Engineering to Marketing depts.
Pressures to outsource increase.
Social media offers new opportunities and pressures.
Localization is the norm.
Automation raises the bar for technical skills.
Middle-aged adults often experience paradigm shifts that challenge their sense of identity.
We are lucky that technical communications matured as a field before technical writing outsourcing became widespread.