This document discusses the risks and opportunities of using dedicated technical writers on engineering projects in the energy and resources industries. It summarizes interviews with 9 professionals working in these industries on their perspectives of how technical writers could impact projects positively and negatively. Overall, it finds that while technical writers may initially cost more, they help improve project efficiency, drive schedules, increase profits and add value if utilized properly. The risks they pose can be mitigated, while the opportunities they provide around reader focus, documentation quality and project optimization outweigh those risks.

1. Technical Writing in
Energy and Resources
Risks and Opportunities
Dr Robert Illes
Technical Communication UK
Bristol, September 2013

2. Imagine being in a place where we can say…

3. We are a leading professional services provider to the
energy, resource and complex process industries.
Our services cover the full spectrum both in size and
lifecycle – from the creation of new assets to services that
sustain and enhance operating assets.
Technical Communication is central and implicit in all
aspects of company activity…

4. Engineering Projects in
Energy and Resources

Waterfall project management

Subject matter / discipline experts own and do their own writing

Quality of writing is extremely variable

Focus of attention is usually the engineering, the schedule,
pesky changes or pacifying a customer who is equally under
pressure to deliver…

5. Engineering Projects:
The Undiscovered Country
The most important deliverables are:
Written Reports
Strategies
Decision Papers
Guidelines
Plans
Standards
Specifications
Philosophies
Design Basis
Method Statements
Procedures
Scopes of Work
Technical Studies
Opportunities at the outset…

6. Engineering Projects:
The Undiscovered Country
Choose your sector:
Power
Renewables
Coal, Gas
Carbon capture
Nuclear
Hydrocarbons
Deep water,
Subsea, On-shore
Oil, Gas
Processing, LNG,
Gas-to-liquid
Pipelines
Mining
Base metals, iron,
aluminium
Exotic metals,
lithium
Chemicals,
phosphates
Processing,
Beneficiation
Infrastructure
Transportation on
and off-shore
Pioneer camps,
Operations, Admin
Water
Environmental
impact
Niche consultancy:
Economic/Macroeconomic Analyses
Geotechnical
Carbon Consulting
Sulphur Technology
Opportunities at the outset…

7. Engineering Projects:
The Undiscovered Country
Choose your discipline:
Assurance and Governance Infrastructure
Business Organisation
Insurances
Capital Cost Estimating
Investment Opportunities
Commissioning
Communications (ICT)
Construction
Detailed Engineering
Design
Geology
Health, Safety and Security
Legal
Manufacturing
Market Analyses
Operations Management /
Mobilisation
Operating Cost Estimating
Permitting
Human Resources
Process Engineering
Product Laboratory Testing
Procurement and Supply
Chain Management
Quality and Integrity
Management
Regional / Local Content
Risk Management
Schedule and Planning
Stakeholder Analyses
Strategy
Sustainable Development /
Environment
Testing and Inspection
Opportunities at the outset…

8. This Study

9. Two-Way Risks and Opportunities
Risks
Technical Writer
Engineering Project
(Dedicated Technical
Communications)
(Company, Client,
Stakeholders)
Opportunities
1. What are the risks that a technical writer poses to an engineering
project?
2. What are the opportunities that a technical writer presents to an
engineering project?
3. What are the risks that an engineering project poses to a technical
writer?
4. What are the opportunities that an engineering project presents to a
technical writer?

10. Method – Data Gathering

One-to-one exploratory conversations with a selection of participants

Participant prompt sheet given a day in advance

Brainstorming and recording of ideas as they arise

11. Method – Data Analysis

Compilation of anecdotes

Emergence of categories

Saturation of data – you hear similar things with each new
participant

Occasional occurrence of a real gem/oddity that throws your entire
thinking…

12. Study Participants


Nine discipline specialists across the spectrum, at all levels from
graduate to director
“Home crowd” in that they are people I have worked with, get on
with and who agreed to spend a little time helping with this study
Name
Dionne
Matthew
Kate
Ceren
Frank
David
Sanjay
Jose
Scott
Dr Robert Illes
Role
Risk and Economics Manager
Senior Climate Change Consultant
Graduate Engineer
Graduate PSCM Specialist
Mega-projects Director
Engineering Manager
Process Engineer
Construction Manager
Regional Economics Director
Senior Technical Writer

13. Methodological Underpinning

14. Methodological Underpinning

15. Methodological Underpinning

Risk Management: risks and opportunities treated together
Covello and Allen (1988), Hillson (2002)

Small scale qualitative study, a limited number of participants
Glaser and Strauss (1967), Lincoln and Guba (1985)

Context of projects I have worked on: “battery limits”

All the assumptions and “noise” I bring to the study…
What’s in it for stakeholders?
Consequences for projects
What’s in it for us?
Enhancement of our practice
New and enhanced knowledge about
how technical writing can affect a
project
Avoiding probable pitfalls
How to mitigate probable risks
Enhanced kudos, some new
knowledge out there

16. Emerging Categories

Financial: aspects such as cash flow and budget

Expertise: is it appropriate, how it will affect the work generated

Project Efficiency: schedule, need for training, communication

Reputation: how it can be damaged or enhanced

17. 1. Risks to the Project
Risks
Financial
Expertise
1. FOR THE PROJECT (from the technical writer to the project)
Elements
How to Mitigate?
Cost – additional drain on budget, perception
Hire on a needs basis, draw on demonstrated
that tech comm is a cost centre
knowledge that it is a profit centre
Lack of relevant depth of knowledge in
Interview and hire the right person with:1)
relevant disciplines
engineering background 2) English skills 3)
common sense
Insufficient understanding of the scope, wasted Establishing positive and effective communication
time in reworking non fit for purpose work
channels, patience for all parties
Communication…
Differing points of view or focus on what is
important
Unknown skillset at point of hire leading to
either underuse of writer or highly divergent
results
Project Efficiency
Reputation
Interviewing, communication
Communication. Allow writer to engage
clients/stakeholders
Lack of engaging all stakeholders. Is the writer
adequately focused on the reader?
Need for training (both the writer and SMEs)
Technical writer ownership – potential
bottleneck if writer has to review every
document
Conflicts of interest – exposure to highly
confidential data
Company X perceived as expensive due to
lavish use of “non-essential” personnel in
expensive locations
Small initial pain for larger gains
Train others in the ways of the writer; let writer
focus on those big, important documents like
executive summaries
Learn the principle of Chinese walls
Hire a writer on a “needs basis” or make tech
comm a profit generating centre

18. 2. Opportunities for the Project
Opportunities
Financial
Expertise
2. FOR THE PROJECT (from the technical writer to the project)
Elements
Increased profits – save money in the long run as project is demonstrably on time, on
budget, producing quality work
Realisation of what we can use a writer for: scopes of work, feasibility reports, execution
reports, end of project reports
Writer can revitalise a study with a fresh approach; organise data in innovative ways
Project
Efficiency
Writers focus on the reader, not their line manager or some piece of engineering
Making all documents standardised, fit for purpose, up-to-date, consistent and useable
across all disciplines
Can help project be on time, on budget, reduce burden of SMEs; so long as engaged
EARLY
New approaches streamline project practices, are reusable, driving schedule; generally
improve the quality of project work
Reputation
A writer is a natural interface between SME disciplines and with clients
Leverage good writing quality as an integral part of why the company should get the work
Mitigate communication breakdowns over documents being rejected at the outset

19. 3. Risks to the Writer
Risks
Financial
Expertise
Project
Efficiency
Reputation
3. FOR THE TECHNICAL WRITER (from the project to the technical writer)
Elements
How to Mitigate?
Sporadic work if hired on a “needs basis” – Run a couple of projects concurrently
usually busy at beginning and end of a
project with a lull in the middle. Field not
Need for the best in security
seen as desirable due to very short
contracts
Risk to one‟s safety in certain
environments if known to be a party to
sensitive data
Frustration in being given an unclear
scope.
Out of depth. Is a journalism specialist
qualified to “own” a mining feasibility
report?
Whether one will develop good working
relationships with SMEs
Producing not fit for purpose work
Being too good and having too much work
Communication…
Choose a role concordant with your
knowledge. SMEs still “own” the reports,
writer is more sideways integrated
Communication and persona
Project must ensure skillset is appropriate,
writer should apply for relevant roles
Argument for a dedicated centre/department

20. 4. Opportunities for the Writer
Opportunities
Financial
Expertise
Project
Efficiency
Reputation
4. FOR THE TECHNICAL WRITER (from the project to the technical writer)
Elements
A lot of “last minute opportunities”
Potentially high earnings if sustained over concurrent projects
Learning a lot of new knowledge, new management styles, consolidating and enhancing
one‟s practice
Chance to micro-niche, become a micro-expert
Develop long lasting great synergistic working relationships
Networking and being able to use skills on other projects
Become known and revered as a centre of technical communication excellence
Good reputation = good flow of steady work

21. Emerging Gems

Is a writer always focused on the reader? Despite our axiom “write
for the reader”

How safe is a writer? Especially in view of BP Algeria incident and
others

22. Summing Up

23. Weighing In
Cost of Dedicated
Technical
Communication
Resource
Inspired by:
http://www.writingassist.com
Cost of Ignoring
Technical
Communication

24. Profit Centre and Value: Evidence Snapshot
Houlihan, D. (2009). Technical Communications as a Profit Center. Boston, Ma., The Aberdeen
Group.
On analysing data from 165 companies, leading US business researchers The Aberdeen Group found
that when leveraged effectively, technical communication stands to contribute as much as a 42%
increase in customer satisfaction and an associated 45% increase in product revenue.
Aberdeen‟s data clearly indicates that Best-in-Class performers have found the means to leverage
technical communications to influence customers‟ experiences with a marked impact on business
profitability, and that whilst all too often regarded as a cost centre, technical communications and
documentation are actually key profit generators.
Redish, J. (2003). Adding Value as a Professional Technical Communicator. Technical
Communication, 50(4), pp. 505-518.
With reference to case studies in the literature, Redish found that there are numerous ways in which
technical communicators “add value” which go over and above numerical measures. Thus, numbers
do not tell the whole story and “process is critical”.
Al Blackwell, C. (1995). A Good Installation Guide Increases User Satisfaction and Reduces
Support Costs. Technical Communication, 42(1), pp. 56-60.
Seminal case study at SABRE Travel Information Network showing that good documentation reduced
support calls by 80% and resulted in 94% customer satisfaction.

25. Conclusions

Identified risks have counterparts as opportunities and vice versa –
there is always this two-way relationship

Identified risks are usually able to be mitigated or outweighed by
potential later benefits

Risks are usually relevant to the scene and thus culturally disposed
(e.g. engineers worried about non-specialists messing up their work)

Writers stand a better chance of their discipline standing as a
discipline if it is a profit centre i.e. develop a body of evidence that
engaging good technical resources enhances the quality of project
work and brings it in on time and on budget

26. Remember the Opportunities…
Written Reports
Strategies
Decision Papers
Guidelines
Plans
Standards
Specifications
Philosophies
Design Basis
Method Statements
Procedures
Scopes of Work
Technical Studies
Assurance and Governance
Business Organisation
Infrastructure
Insurances
Capital Cost Estimating
Investment Opportunities
Commissioning
Communications (ICT)
Construction
Detailed Engineering Design
Geology
Health, Safety and Security
Legal
Manufacturing
Market Analyses
Operations Management /
Mobilisation
Operating Cost Estimating
Permitting
Human Resources
Process Engineering
Product Laboratory Testing
Procurement and Supply Chain
Management
Quality and Integrity
Management
Regional / Local Content
Risk Management
Schedule and Planning
Stakeholder Analyses
Strategy
Sustainable Development /
Environment
Testing and Inspection

27. Dedicated Technical Communication Development – Why?
A case for our on-going engagement in
Energy and Resources projects

28. Key Benefits of Using Technical Writers

Reader focus…

Optimise project efficiency

Drive schedules

Drive profits and add value

29. Reader Focus
Technical writers focus on the reader
at all times
Good writing encourages the reader to
carry on reading
Do engineers understand the
design/product the best?
Specialists may be good within their field
and to their peers, but are they experts at
communicating outside to nonspecialists?

30. Optimise Project
Efficiency
It‟s about more than good writing skills:
•
Problem-definers, problem-solvers
•
Management of the writing process
•
A resource to find other resources
•
Getting the message across clearly
•
Appropriate detachment

31. Drive Schedules
Technical writers like to write and edit,
specialists generally do not
Precise about concepts and terminology
Mitigate tortuous language BEFORE it
reaches the client
Significantly reduce the
backdraft/review cycle
“Let each act according to their
best destiny”

32. Drive Profits, Add Value

Add value to the business in multiple
ways

Enhance all aspects of current
operations

Reduce unnecessary support

Save money in the long run

Be more than an engineering
consultancy

33. References
Al Blackwell, C. (1995). A Good Installation Guide Increases User Satisfaction and Reduces Support Costs Technical Communication, 42(1), 56-60.
Carr, W. and Kemmis, S. (1986). Becoming Critical. London, Falmer.
Covello, V. T. and Allen, F. H. (1988). Seven Cardinal Rules of Risk Communication. Washington, DC, U.S. Environmental Protection Agency. OPA87-020.
Davis, R. M. (1975). Technical Writing: Its Importance in the Engineering Profession and Its Place in Engineering Curricula - A Survey of the
Experience and Opinions of Prominent Engineers. Education Resources Information Center, Technical Report No. 75-5.
Del Caño, A. and de la Cruz, M. (2002). Integrated Methodology for Project Risk Management. J. Constr. Eng. Manage., 128(6), 473–485.
ENVSEC, 2002. Transforming Risks into Co-operation: Central Asia Ferghana – Osh – Khudjand Area. Background Paper.
Glaser, B. G. and Strauss, A. L. (1967). The Discovery of Grounded Theory. New York, Aldine de Gruyter.
Goldman Sachs, 2008. 190 projects to change the world, Global Investment Research, April 25.
Hardisty, P.E. (2009). Environmental and Economic Sustainability, NY, NY, CRC Press.
Hillson, D. (2002). Extending the risk process to manage opportunities International Journal of Project Management 20, 235-240.
Houlihan, D. (2009). Technical Communications as a Profit Center. Boston, MA., The Aberdeen Group.
ISO (2009). ISO 31000:2009 Risk Management: Principles and Guidelines. Geneva, ISO.
Lewin, K. (1952) „Group Decisions and Social Change‟ in G. E. Swanson, T. M. Newcomb and F. E. Hartley (eds.) Readings in Social Psychology, New
York, Holt.
Lincoln, Y. S. and Guba, E. (1985). Naturalistic Inquiry. California, SAGE.
Narayanan, M. (2010). Importance of Technical Writing in Engineering Education. American Geophysical Union, Fall Meeting 2010.
Redish, J. (1995). Adding Value as a Professional Technical Communicator Technical Communication, 42, (1), pp. 26-39.
Samuels, J. (2013). How out-of-date documentation can cost you your brand and your company. http://www.writingassist.com/resources/articles/out-ofdate-documentation/
WorleyParsons. (2012a). About Economics™. Retrieved 7 May 2013:
http://www.worleyparsons.com/AboutUs/Economics/Pages/AboutEconomics.aspx
WorleyParsons. (2012b). Sustainable Decisions. Retrieved 7 May 2013:
http://www.worleyparsons.com/AboutUs/Economics/Pages/SustainableDecisions.aspx

34. Your Energetic and Resourceful
Technical Author
Dr Robert Illes
BSc (Hons) PGCE PhD MISTC
Senior Technical Author
robert.illes@opal-flame.com
September 2013
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