May I Help You? Focusing on Services Instead of Products
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There are many advantages of focusing your activity toward service instead of product (including career advancement).
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May I Help You? Focusing on Services Instead of Products
- 1. MAY I HELP YOU? Todd DeLuca @TechCommTodd Benefits of focusing on services instead of products
- 2. WHAT WE’LL COVER Why We’re Here What is ’Service’? Why or Why Not? Who and What Thoughts & Questions
- 3. WHY WE’RE HERE Learn Share Ideas Meet People Identify Opportunities Solve Problems Collaborate & Participate
- 4. BEFORE WE START Are you interested in new challenges or experiences? Would you like to open the door to more opportunities? Do you think it’s important to connect with decision makers?
- 5. MY STORY Progressive Journey Solo Tech Writer (the long road) Tech Comm Manager (an interesting ride) Comm Director (next opportunity?) Success of Service (not just work)
- 6. WHAT IS SERVICE? Helping others Offering support, solving problems Doing more than is expected (or asked) How would you and others describe what you do? How is service different? Being intentional and purposeful Different audiences (target those who can help you)
- 7. WHAT TO OFFER The approach Start small (don’t offer too much) The offering options Things you’re good at or enjoy Things you want to learn Things that others value or want Examples
- 8. HOW ARE WE DOING?
- 9. WHY? Production has drawbacks Can be broken down, divided, out-sourced Easier to price and compare Service is lifelong skill It’s personal (builds relationships) Sets you apart from others Applicable outside workplace (community)
- 10. WHY NOT? It may not be a good fit for you Interests and personality (your workstyle) Workload and commitment (can you support?) Unknown or unexpected (not predictable) Difficult to ’value’ (hard to measure) Payoff is uncertain
- 11. CLOSING THOUGHTS Think about what services you’re offering today Consider your target audience (who decides or can help you) It’s ‘extra’ work (on top of your day job) It’s an opportunity (things that interest you or expand skills) It’s an investment (potential payoff is long term) It feels good to help!
- 12. QUESTIONS What do you think? What service ideas do you have? Anything else?
- 13. THANK YOU Connect or link with me I’d like your feedback
Notas del editor
- Thanks for joining us today. I’m honored and glad to be here - happy and privileged to be speaking with you.
- Events like this are an important part of professional development and personal growth. It’s a great opportunity to learn, share ideas, and meet people. You cannot get this sort of experience from a webinar, so kudos to you for joining and participating. Speaking of participating… I’d like this to be a helpful, interactive session, so I will pause during the talk to ask for input and suggestions – plus leave time at end for questions. Feel free to volunteer or contribute when prompted, though I may cut some conversations short if we’re crunched for time (we can continue offline). Here are some of my goals for you with this talk, which I hope you take back with you: Expand your repertoire and skillset Consider options to kick start your career Motivate you to reach underserved audiences
- To help me better understand the group and tailor my talk to your needs or goals, I have a few questions. Poll: Are you interested in new challenges or experiences? Would you like to open the door to more opportunities? Do you think it’s important to connect with decision makers? My goal for today is to provide some examples and ideas for solutions to these important challenges, based on my experience and successes that I’ve had. I hope you’ll share your own experiences and ideas as well.
- Hello, my name is Todd DeLuca I’m active member and volunteer with STC (good portion of my service). Chapter President (Philly Metro) a few years ago and more recently as Chair of STC Summit (National Harbor). My career as a technical communicator spans over 15 years Worked as graphic artist (with Economics degree) Discovered I liked and was good at managing content and creating manuals (the ‘writer’ in me) Enjoy writing procedures (telling others what to do) Went to graduate school (discovered there’s a decent paying career doing this stuff) Found work in software industry (found gainful employment) Worked solo for about 12 years, then became manager for last 4 Wore many hats, worked in small shops, and did whatever was needed (flexible and versatile) Looking at new chapter, focused on internal and business communications (content management and strategy) Focusing on service, in addition to our traditional production output, has allowed me to expand my reach, grow skills, and fostered movement within the organization. Four lateral moves in last 4 years have increased my visibility and influence (have not lost ground) and reputation still improves – decreasing the ‘chance’ of promotion. Others I help with service return the favor and champion my contributions. Did I mention that I have not personally seen anyone from my company in 2.5 years? Including never meeting my previous two bosses.
- Service is helping others. Not complicated. But I’m already offering service! Probably, consider the following… How do you describe what you do? (it is creating or producing something?) Who do you consider your target audience? (is it users of a product or deliverable?) What would others say you do? (write manuals, prepare help, etc.) Is it producing something vs. solving problems, assisting users, supporting teammates, educating people, improving quality, etc. What internal audiences are you serving? Be more intentional and purposeful with your offer to help – target help towards a more influential audience. Don’t ask just to be nice or courteous (focus your effort) Do the ’services’ you offer support an audience that can help you with your job or career? Do they approve requisitions, give evaluations, determine raises, or offer promotions?
- Consider what you might offer before asking others (things you’re comfortable with), but also think of it as an opportunity to get experience or work on something that interests you. Offer a small menu to start (limit the options) Ask others what you can help them with – let them tell you (if you’re not sure) You can say yes or point them to someone else (you’re still helping them) What skills or experiences are you looking for? Examples (my experience): Copywriting and editing (articles, interviews, etc.) Client or marketing materials (data sheets, product sheets, white papers, …) Prepare internal reports or announcements Website or intranet help (content management) Supporting documentation (release notes, specifications, process, procedures, ...) Content management (SharePoint administration) Template support (maintain or update) Note taking (team or leadership meetings)
- Why? Anti-Production Focusing on products (vs. service) is a limited path and valued in a different way. Production can be broken down, divided, and outsourced Production is easier to price and compare (can be done more cheaply by someone else) Production skills are narrow and not easily transferrable to other positions (as others see it) Do you know FrameMaker, RoboHelp, etc.? Have to keep up with tools and technology (always changing, upgrading, expensive, time consuming, …) Production pieces are nice for a portfolio, but doesn’t help you advance in your career or get a promotion Making a ’thing’ doesn’t differentiate you much from others (looks similar) Why? Pro-Service Service is a life-long skill (helps you in any environment) Service is personal (builds relationships with people) Service connects you with other groups and teams (future opportunities) Service skill is adaptable and flexible (can be offered to different groups you work with) Service can improve your reputation (how people think of you) Service is valued and recognized by leaders and decision makers Service sets you apart from others who do similar work Service is remembered (Jody helped me) Service is helpful (feels good to assist) Les be honest. Service can mean more to decision makers than the things you work on or produce. It can also be a boost or faster track towards career advancement (demonstrates ‘extra’ qualities that people look for when hiring).
- Need to consider your interests and personality – what you’re good at and comfortable with. Why not? You may not know what to offer If you are already swamped in your day job Service is more of a ‘soft’ skill (though it can be learned) Service is more people-oriented (not suited for people behind the curtain) Service requires putting yourself ’out there’ in an uncomfortable or seemingly risky place Service is harder to ‘value’ in dollars and cents Service is extra work (additional time and effort, outside your usual responsibilities) Service is a commitment (if someone accepts your offer, you must follow through Service is an attitude (must be positive and say ‘yes’) Service can be taken for granted (appreciation or thanks) Service is harder to measure (the payoff may not be obvious or take a while)
- Most people (and us) focus their work towards helping a broader and usually external audience. Our co-workers and bosses don’t likely think that what we do helps them (with their job). The decision makers in organizations are even less connected to what we do. Who are the people who ultimately judge and rate our performance, considering our bonuses, pay increases, and promotion opportunities? Unfortunately these people aren’t typically one of our target audiences or the people we usually serve. In addition to considering users or readers as our main audience, you should also be thinking about your boss, the boss’ boss, and other internal teams or groups that have influence in an organization (get more support, more resources, more $$). Frankly, they value the things that help them with their job or make them look good more than what you’re up to (they don’t much care what you’re working on unless it’s behind schedule or someone is asking for or complaining about it). That’s my experience, anyway. If you really want to advance be valued, you should focus some energy on offering service to the groups that can help you (with your job or career). We want people to know who we are, to value our contributions, and be our advocates (say nice things about us). That makes a difference when annual evaluation time comes around. Don’t forget, you need others’ support or recommendation to advance and you want them thinking more about you and less about your work. N, t to mention others appreciate those that help. Be intentional with your offer and consider it an investment that will open doors and present opportunities. Plus it feels good!
- Is this session what you expected? Does the topic or suggestions resonate?
- Look me up or approach me during the event. Send me an email or connect with me via Twitter or LinkedIn. I have business cards.