Thoughts
Technical writing turns complex ideas into clear, usable content. It's more than documentation, it's about creating resources that are accessible, searchable, and actionable.
Understanding the audience is key. Knowing who they are and what they need helps anticipate challenges and deliver the right information at the right time.
Done well, technical writing empowers users to solve problems on their own, reduces support requests, and builds trust through a smooth, confident user experience.
Information Architecture
As content grows, organizing and maintaining it becomes a challenge. Content Management Systems (CMS) help, but they also require consistent structure, clear labeling, and version control.
Technical writers bring value by designing user-friendly organization, using smart keywords, and improving searchability.
The goal is simple: help users find what they need and get things done faster.
Global Service Desk
The image shows the centralized, user-friendly “front door” to the IT department, known as the Global Service Desk. Designed to streamline support, it includes:
Custom icons for quick access to software, hardware, policies, and procedures
Interactive tools like the “Ask pITbot” chatbot and Glean search integration
Built-in search for fast access to specific content
Icons for connecting with different IT teams
Its intuitive design and visuals reduce friction and make it easier for users to get the help they need.
Internal Documentation
When multiple contributors are involved in maintaining a company's wiki, it's essential to prioritize searchability. The format of this document demonstrates methods that enhance searchability, not only through the internal search function but also for an integrated chatbot.
The following document serves as an illustration of an Atlassian Confluence article, and features labeled sections for quick scanning, highlighted notes to capture the user's attention, clear step-by-step instructions, and information on next steps for further understanding and assistance.
Corporate Communications
Developed and thoroughly edited email communications from senior management.
Collaborated with the chief information officer to proofread, edit, and template large text blocks provided for these emails. The goal was to enhance the content's appeal and engage the audience more effectively.
Additionally, implemented a backlog database to grant users access to past communications.
Additional Projects
Landing Pages
Documents
Click on the image to view the PDF.
