Technical communication in cyberspace: Report of a qualitative study

Technical communication is changing due to the prominence of the Internet and related technologies. This article reports the results of a qualitative study of how technical communicators are using the Internet. The study was conducted using surveys, phone interviews, and focus groups. Respondents indicated that the Internet plays a significant role in the work practices of technical communicators. On the positive side, communicators find the Internet helpful for contacting customers, obtaining updated technical information, and publishing online documentation. On the negative side, communicators encounter company resistance and are frustrated with issues of company security and the lack of order for accessing Internet information. These features present new opportunities and challenges for the profession, including issues of training, interface design, working within other departments, and entirely new job titles and positions.