2005 IEEE International Professional Communication Conference Proceedings

0-7803-9028-8/05/$20.00 © 2005 IEEE.

TCeurope: A European Umbrella for Technical Communicators

Michael Fritz tekom Germany Fritz@tekom.de

Michaël Steehouder University of TwenteM.F.Steehouder@Utwente.nl

Ursula Wirtz tekom Germanyu.wirtz@tekom.de

Abstract

This paper presents TCeurope, the European umbrella organization for Technical Communicators and its activities in the past, including lobbying for Technical Communication at the European Parliament, formulating a European guideline for usable and safe operating manuals for consumer goods, and formulating a European guidelines for Professional education and training of Technical Communicators in Europe.

Keywords: European cooperation, European guidelines, TCeurope, operating manuals, professional education and training

Introduction

TCeurope, founded in 2002, is a European umbrella organization for Technical Communicators whose purpose was to integrate most of the national Technical Communication (TC) organizations in Europe. The objectives of TCeurope are: • To represent our members more efficiently in

Europe.• To improve the quality of technical

documentation in general. • To promote a more intensive exchange of

information and knowledge between specialists in Technical Communication in Europe.

• To standardize qualifications and to improve vocational, academic, and other training in all European countries for Technical Communicators.

• To develop and share a European market for jobs and services in Technical Communication

• To promote and actively support societies for Technical Communication in those European countries where national societies are still lacking or where existing organizations need assistance.

Why a European umbrella organization? There are difficulties Technical Communicators are facing throughout Europe, and there are aspects of their work they have in common in all European countries. Technical documentation has to keep pace not only with technological but also with economical and political developments. Since the EU was founded, economies and markets of different countries have been more closely linked and co-operation has become very important on all levels. In 2000, representatives of EU countries met at a summit in Barcelona, Spain and fixed an ambitious goal: Europe will be the strongest economy in the world within ten years. This is no easy task; world-wide competition is tough. Improving the quality of Technical Communication in Europe means promoting the all European industries.

The importance of Technical Communication is recognized by the European Council Resolution of 17 December 1998 on operating instructions for technical consumer goods, which states explicitly that “the protection of economic interests requires that consumers of technical goods have access to adequate user information to ensure proper and complete use of the product.” The Council invites the Member States [1] and companies to pursue making information available to consumers, thus enabling them to make safe, easy, proper, and complete use of technical goods”.

An important stimulus for TCeurope was the financial support of the Commission of the European Communities under the Leonardo da Vinci program. This program was started to promote cooperation in education between the Member States. The support was given for the TecDocNet project, initiated by TCeurope, which aimed at building a European network for information and knowledge exchange in the field of Technical Communication.

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TCeurope's activities and lobbying

TCeurope represents the interests of the members of the national TC organizations in Europe. TCeurope addresses with cross-border and pan-European topics that are relevant for Technical Communicators in all European countries. TCeurope aims at making a contribution to Europe-wide harmonization of Technical Communication best practices and to improving the competitiveness of the European industry in the international market. This covers professional education and training, standardization, EU directives and legislation, quality standards, language diversity, etc.

The objectives of TCeurope go beyond activities of its member national organizations. All the existing national societies organize conferences and seminars, publish newsletters or magazines, offer web sites in their national languages, and deal with society-related national and technical issues. Beyond the specific technical topics related to the daily work routine of a Technical Communicator, TCeurope aims at pooling knowledge, providing information, establishing contacts, creating a solid network, and doing public relations (PR) and lobbying for the profession in Europe. The overriding purpose is thus political.

The annual European colloquium for user-friendly product information has become the most important PR and lobbying instrument. Since 2001, TCeurope has been organizing a European colloquium in Brussels. In the colloquium, TCeurope brings together the main stakeholders to discuss current topics related to product information from the political, strategic, economic, and technical point of view. The colloquium is mainly targeted at representatives of the European (EU) institutions: the European Commission, representatives of European industry organizations, European organizations of subject matter experts (SMEs), standards bodies, and high ranking experts in the respective area of the colloquium theme. These representatives are invited to submit a statement on topics of interest and to discuss problems, possible solutions, future trends, and developments. The colloquium does not pretend to be a large specialist conference with many attendees, but a round table forum where important stakeholders can meet to exchange ideas.

The themes of the colloquia have been:

• 2001: User-friendly product information

• 2002: Barrier-free access to technical information

• 2003: Vocational education and training of Technical Communicators

• 2004: Presentation of the SecureDoc guideline for usable and safe operating manuals for consumer goods

• 2005: Technical documentation in the enlarged EU. First round-up on the organizational, technical and economic impacts

The themes are defined by the board of TCeurope and refer to current topics or projects TCeurope is involved in. The viewpoints presented in the colloquium are documented in a publication that is distributed directly to more than 14.000 associations, industrial businesses, and service providers throughout Europe; and published on the website at www.tceurope.org.

The colloquium is the main lobbying activity and the most important means to make TCeurope known among, and to, EU institutions. Within the European Commission, the most relevant areas (Directorate Generals) are Consumer Affairs, Culture and Education, Enterprise and Industry, Internal Market, and Information Society. The European Commission has supported TCeurope in two projects: SecureDoc and TecDoc-Net. These projects were realized with the financial support of the European Commission. SecureDoc was co-financed by the Directory General of Health and Consumer Protection and TecDoc-Net by the Directory General of Culture and Education within the Leonardo da Vinci program.

The SecureDoc project

The SecureDoc project started in November 2002 and was successfully concluded in May 2004. As mentioned before, it was realized with the support of the Directorate General Health and Consumer Protection (commonly known as “Sanco”) of the European Commission. The project consortium was made up by most of the national TC organizations and consumer organizations. The partners were:

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• National TC organizations: Conseil des Rédacteurs Techniques, France; Institute of Scientific and Technical Communicators, UK; Suomen Tekniset Dokumentoijatry, Finland; tekom Gesellschaft für technische Kommunikation e.V., Germany (project coordinator)

• Consumer organizations: Deutscher Hausfrauenbund, Germany; Konsumentverket, Sweden; Verein für Konsumenteninformation, Austria

The Donau-Universität Krems, Austria participated in the project.

The publication Usable and safe operating manuals for consumer goods – A guideline(commonly known as the “SecureDoc guideline”) is a practical tool for those who work in the field of technical documentation. It is a step-by-step instruction that defines operating manual quality and how it can be achieved, focusing on three main aspects: safety, usability, and process optimization. The main target groups are persons who develop manuals without professional education and qualification in this field.

In the first stage of the project, a survey was carried out to find out what the users expect from operating manuals. The project partners created a questionnaire targeted for users. To make the survey less complicated and easier for the users to answer, the questionnaire focused on a limited range of products that most people use daily or frequently, such as household appliances, consumer electronics, communication equipment, do-it-yourself equipment, and computer hardware. The aim was to find out about the users' attitude towards manuals and users' behaviour: when, how, and for what purpose do the users read manuals. Other questions referred to specific problems users might have with the manual when using the device and to the characteristics a good manual should have. The questionnaires were distributed in Austria, Belgium, Finland, France, Germany, the Netherlands, the UK, and Sweden. The results of the survey are available on the TCeurope web site http://www.tceurope.org/securedoc/abouttheproject.htm

Manufacturers have to make sure their documentation meets all legal requirements. People may be injured or killed and property may be damaged due to inadequate documentation. All

necessary information about product liability and the relationship between “legal issues and documentation” is described in the first chapter of the survey that deals with “basic legal considerations” and the second part that explains “how to take legal considerations into account”.

The results of the survey are referred to in the two sections “What users want from documentation” and “Public opinion about documentation” User-oriented writing is also dealt with in the chapter “Basics of user friendly documentation”. The subchapters “Analyzing who you write for”, “Information you must include”, and “Basic characteristics of good documentation” provide precise and comprehensive descriptions of what needs to be taken into account when writing a complete and usable manual. Completeness means including all stages of the life-cycle of a product (where users handle the product), from getting the product started to disposing of it. The quality criteria of documentation include aspects such as an appropriate structure, wording, terminology, layout, and typography.

To help manufacturers and Technical Communicators achieve the quality standards set by the guideline, a third chapter about “Process optimization” describes the different steps that occur in the process chain of the production of technical documentation. Two subchapters distinguish between “Management of documentation projects” and “Support processes”. A comprehensive list of references to relevant laws, directives, standards, and literature as well as a list of useful links helps persons who produce operating manuals find further information.

The final version of the guideline was presented in the 4th Colloquium for User-friendly Product Information in March 2004 in Brussels. The guideline is available in 11 languages: Czech, Dutch, English, Finish, French, German, Hungarian, Italian, Polish, Spanish, and Swedish. The different language versions are distributed in the respective countries by the national TC organizations. The demand is considerable and the project partners envisage creating a similar guideline that will be focused on industrial goods within the coming years.

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European guideline for Professional education and training of Technical Communicators

There are only a few formal educational and training programs for Technical Communicators in Europe, Germany and the United Kingdom being examples. However, during the 2003 Brussels colloquium, it turned out that several universities in other countries started initiatives to establish such programs. However, there was much uncertainty about the scope and content to be given to these programs. This was the immediate reason for starting the work on the European guideline for professional education and training of Technical Communicators. The committee that developed the guidelines consisted of university professors and TC experts from Germany, the United Kingdom, Austria, Switzerland, Finland and the Netherlands. The guidelines were presented during a final meeting in Rome in April, 9, 2005.

The main objective of the guidelines is to give a definition of the role of Technical Communicators. By defining and listing the competencies (knowledge, skills, and experience) needed in various professional branches (machinery, electronics, etc.) , the guidelines provide a reference framework for professional education and advanced training in these professions. Moreover, Technical Communicators can use the competence definitions to evaluate their own competencies and identify subjects in which they need further training. Finally, the competence definitions encourage a debate of possible harmonization for the certification of Technical Communicators on national or European level.

One of the problems of guidelines like these is the differences in the scope of Technical Communication in the various European countries. There are clear definitions of the field in Germany and the United Kingdom (under various names), but in other countries, Technical Communication is not an official field or profession. Nevertheless, the number of Technical Communicators in Europe is estimated at 227.000, and the need for new Technical Communicators is estimated at 11.350 each year. Research in Germany has shown that only 20% of Technical Communicators have a formal education or training in the field. Since most European countries do not (yet) have formal training and education programs, the percentage is probably much lower for the whole of Europe.

Whereas Technical Communication in Germany is strongly connected with construction and electronic industries (automobiles, consumer products), in countries like Italy and Spain the field is connected with small industries. The Dutch Society for Technical Communication (STIC) uses a very broad definition of Technical Communication, which includes financial and medical products and services.

In the guidelines, the core of Technical Communication is defined as creating usable information products:1

“Technical Communicators create and manage the production of usable information, also referred to as documentation, at key points along the life-cycle of technical products, software or services. In this definition, in accordance to ISO 9142:2003, usablerefers to the effectiveness, efficiency and satisfaction with which specified users of the documentation achieve specified goals in particular environments.

Effectiveness refers to the accuracy and completeness with which specified users of the product can achieve specified goals in particular environments.

Efficiency refers to the ease and time expended in relation to the accuracy and completeness of goals achieved.

User satisfaction refers to the comfort and acceptability of the documentation to its users. User safety refers to the prevention of hazards and damages that may occur when using the products. Technical products and services also include such fields as medical and financial products and services.”

Because of the big differences in the educational and professional training systems of European countries, it is not possible to define a common curriculum for Technical Communication. Instead, the guidelines define the objectives that have to be met by such programs. The important personal aptitudes are defined as follows:

1 Citations from the guidelines are taken form the March 2005 draft. The final version of the guidelines was published in April 2005, after the completion of this paper.

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• Aptitude for language. Technical Communication requires communicators to have a good command of the language that they are writing in. Sometimes the language may not be their first language. This includes mastery over orthography and grammar, and also the ability to write clearly and concisely. This is the basic pre-requisite for professional Technical Communication.

• Analytical thinking. Technical Communicators need to be able to analyze large amounts of data, and to recognize which materials are appropriate for the understanding of technical product information. They will need to be able to create logical information combining several sources of data using the evidence and examples required to make the concepts and technical details understandable.

• Motivations for writing. Writing is a multi-facetted activity. Anyone who enjoys putting ideas into words and presenting information in a structured manner will always find the necessary motivation required by a Technical Communicator.

• Aptitude for interpersonal communication. In many situations, Technical Communicators should be capable of expressing themselves clearly and without ambiguity, both verbally and visually, and of grasping what their conversation partner is trying to convey. More than anything, they must be capable of framing the right questions and listening attentively during the information research stages.

• Ability to work in a team. Many projects in Technical Communication are executed in teams (such as teams of communicators and illustrators). For productive work, all members in the team must have the following pre-requisites: ability and willingness to co-operate, ability and willingness to make concessions, willingness to engage in objective dialogue and discussions, openness and willingness to share ideas.

• Flexibility. A Technical Communicator has to be prepared to adapt himself to a constantly evolving environment; to be able to document new products, use new working methods and tools, and cooperate in different ways, including working in varied subject areas and a willingness to learn

• Ability to take criticism. Change requests, corrections and quality assurance measures are important for Technical Communicators.

Criticism of the work should not be taken personally, but accepted as constructive measures for improvement. Similarly, Technical Communicators must be capable of putting across criticism in an objective manner.

• Ability to work under time constraints. Project work always is always conducted under time constraints and Technical Communicators need to be able to function efficiently and calmly under these circumstances. Being able to manage time and to understand how long tasks take is crucial.

• Meticulousness. Meticulous attention to detail in form and content have to be taken into account at every step in the project, starting with the research stage and culminating in the release for printing. Technical Communicators need to be extremely conscientious in checking the completeness and correctness of instructions, and they need to ensure with utmost care that the instructions in the document do not convey the wrong meaning.

• Technical understanding. To describe the functions of consumer goods, user software, or complex industrial products, a Technical Communicator needs to understand the technical context.

The heart of the guideline is a list of competencies Technical Communicators should possess. A competency is what one needs to achieve a determined result in a specific situation. A competency comprises four essential components: 1. The knowledge of relevant theories, concepts,

methods, and procedures. 2. The capability of applying this knowledge to

achieve a particular goal.3. The capability to determine which skills have

to be used in which situation 4. The attitude and motivation necessary to

achieve a particular result.

The guidelines define competencies at three levels. 1. Entry: Textbook knowledge and basic practical

knowledge. Sufficient knowledge to complete tasks after instruction and supervised by others, but not sufficient knowledge to work independently and to take full responsibility. Entry-level competencies are needed to operate as a Technical Communicator in a team and to perform standard tasks within the particular area.

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2. Professional: Theoretical and practical knowledge and work experience. Sufficient knowledge to work independently and to achieve good results. Professional competencies are needed to operate autonomously within the field of knowledge and to act as a self-employed or freelance Technical Communicator or documentation project manager.

3. Expert: Advanced skills in Technical Communication, understanding of related areas such as localization, publishing, and technology. Extensive knowledge and expertise in subject matter areas and being an active member of a Technical Communication network (national or international). Expert competencies are needed to fulfil executive functions, to develop a communication policy, and to lead teams of Technical Communicators.

The list of competencies includes the following (all competencies are defined in greater detail in the guidelines).• Communication theory • Understanding and using tools • The regulatory framework for Technical

Communication • Project and process management • Information gathering • Documentation planning and information

development • Usability • Structuring information • Standardization techniques • Professional writing • Editing• Visual communication • Layout and typography • Quality management • Production and publishing of technical

documentation • Localization and internationalization • Terminology • Indexing and abstracting • Databases • XML and Single Source Publishing • Online help • Designing digital media • Presentation• Management • Consulting

• Training• Collaborative work

New initiatives

The aim of TCeurope is to continue and expand the initiatives for cooperation between Technical Communicators in Europe. In particular, the support of societies for Technical Communication in the new EU countries is an important mission for the years to follow. The guidelines that result from the two projects SecureDoc and TecDocNet initiated in the previous years have to be implemented in the various countries, and the contacts and cooperation between universities and training institutions have to be reinforced.

Some more activities in the coming years include: • Continuation of the Brussels colloquia series. • A European academic journal on Technical

Communication. • Continuation of the TCeurope award for

Technical Communication. • New educational programs on various levels

(Bachelors, Masters, and PhD); expanding the cooperation between universities and training organizations.

Further information

Information about TCeurope, its activities, and its publications can be found at www.tceurope.org. It includes a number of documents resulting form the above mentioned projects as well as references to addresses of European universities and training institutes, experts, and courses.

NoteThe member states of the European Union are: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and the United Kingdom.

About the Authors

Michael Fritz studied Politics in Mannheim and Economics in Göttingen. After working for an educational center for many years and after being Director of a large German Non-Governmental

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Organization for some years, he became Management Director of the German Society for Technical Communication in 1996. He has published several articles on Technical Communication and on the education of Technical Communicators.

Ursula Wirtz studied Romance languages and literature and economics. She has been project manager for tekom (the German society for Technical Communication) since 2000, and she coordinated the work mentioned in this paper, in particular the TecDocNet project.

Michaël Steehouder holds the chair of Technical Communication at the University of Twente, Enschede, The Netherlands. His research interests include document design and rhetoric. He published textbooks and articles about communication skills, government forms, software manuals, and user instructions. He is chair of STIC, the Dutch society for Technical Communication, member of IEEE-PCS’s AdCom, and associate editor of IEEE Transactions on Professional Communication.

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