User-Generated Content and Its Effect on Technical Communication

This special issue on user-generated content and its effect on the profession asks, “What might professional technical communicators do with user-produced documentation?” The question is both descriptive—what can technical communicators do with UGC?—and normative—what should technical communicators do with UGC? Answering it requires taking stock of the multiple roles that technical writers play within and outside To serve effectively in these roles, technical communicators must listen to what users are saying. Yet, despite their best efforts, technical communicators have not always been able to anticipate users’ needs [11]—and some users may simply want to learn how to operate the technology in the way that the inventors intended [12]. UGC might offer a glimpse into some users’ narratives, but it is up to professional technical communicators to determine how those narratives fit into the mosaic of users’ experiences with a product or service. These are the concerns that contributors grapple with in this special issue.