Human Factors

By Kathryn Poe, Associate Fellow

Welcome to the Human Factors column. My intent is to talk to some of our senior members and officers so you can get to know them and they can share with you. LSC has a plethora of folks who have been in technical communications for some time. We have seen major changes in technology, expectations, and direction since we started, and here is our chance to communicate some of that to you. As I like to tell the newbies I meet, if I can keep you from stepping in a few of the potholes I have found, it is worth the effort.

y way of exposition, I will ask a person the same questions each month and their answers will appear right here. Feel free to send your ideas and comments to me at kpoe@ursaminorservices.com to make this information more useful to you.

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Name:

Jackie Damrau, D.B.A.

Job Title:

Knowledge Management Analyst 3,
Enterprise Architecture Group, T-Mobile USA, Inc.

What do you actually do?

I write release notes for the T-Mobile HotSpot products and services; provide presentation and writing support for the T-Mobile HotSpot teams; provide knowledge management support for physical assets (documents, drawings, and so on) for the Enterprise Architecture (EA) team; and create and produce the weekly Enterprise IT CIO report. I’m also a member of an internal team of T-Mobile Web editors who meet bi-monthly to agree and update our T-Mobile Enterprise Style Guide.

What hard skills have you found most useful and how do you continue to cultivate those skills?

The hard skills that I use include knowing several software packages and being very proficient in their use. I also must stay up-to-date with the latest information around knowledge management (not content management) to provide direction to the EA team in storing our physical assets in the selected document repository.

Cultivating my skills requires reading the latest books and articles on knowledge management, plus attending many free Webinars provided by knowledge management providers to gain an understanding of different ways of creating taxonomies and such for easy searchability that aids in finding the physical assets for re-use.

Do you consider yourself a guru at any particular subject?

Instructional Design, Knowledge Management

What is the greatest benefit of being an STC member?

Networking, meeting international technical communicators, being part of a close-knit family of professionals, learning experience that I get from my peers, and the ability to explore and work in areas outside of my general job duties, which helps me use those skills in my daily job.

Why have you stuck around so long? What's kept you here?

I’ve been in STC for over 13 years and in the technical communication profession for over 30 years.

I’ve stuck around so long in STC because of the value that I get from it versus the other professional organizations that I have joined in the past and left because I wasn’t receiving the value I wanted for the price of the membership. That membership price was much more than I pay for STC, so you can see that even if they are raising my STC dues, I’m still going to remain with STC, as it provides me with the most benefit for my chosen profession.

Career-wise, I’ve stuck around because I have a passion for the written word, enjoy learning new areas, and enjoy sharing my knowledge and experience with my peers. For me, like you, working is a necessity, so I might as well enjoy what it is I do. Of course, it takes a while to find the “right” employer to stay at, which I’ve only managed to do three times. Yet, with every job I’ve held, I’ve learned something about myself and about the types of employers that I don’t want to work for ever again.

What positions in LSC and STC have you held?

In LSC, I am the Managing Newsletter Editor and Education co-chair. I’ve served in the four levels of leadership for the community and as Volunteer Wrangler, Hospitality committee member, and 2006 Region 5 co-chair. My current STC rank is associate fellow.

In STC, I am the manager of the Instructional Design & Learning Special Interest Group (IDL SIG); manager of the Leadership Community Resource (LCR) committee; and member of the Community Advocacy Committee (CAC), the SIG Leaders committee, and the Nominating committee. I have also served as assistant manager and Managing Newsletter Editor for the IDL and Management SIGs, co-project manager of the Funding Model project, and manager of the LCR’s Training Planning & Development committee.

"How can I get involved and if I do, what’s in it for me?"

Becoming involved in this organization requires your willingness to help in an area you are familiar with or stepping outside your comfort zone to gain experience. It’s a great testbed where you have many mentors around to help you learn new things. To get involved, you just need to send an e-mail to a committee manager or STC officer saying you are interested in helping out.

How have you benefited from volunteering?

I started in LSC by volunteering to be the Volunteer Wrangler during Jim Chambless’s presidency. That introduced me to Beth Bailey and Dawn Lofgren, who both encouraged me to run for second vice president. From there, my life launched into where I am today. I wouldn’t exchange the friendships and experience I’ve acquired by being a member and volunteer for anything.

How do I meet/recognize senior members?

I try to talk with as many people as I can at local meetings. I also get many e-mails from people inside and outside STC asking me to mentor them in learning more about the technical communication profession. I’ve even had a mentor relationship occur based on having completed an online information design certificate program for people wanting to know if the program is good. Once you become known for helping and being available, all sorts of folks ask for your help. Plus, folks who know you pass on your name as one who is available and eager to share their experiences.

Do senior members/council members really want to talk to me?

Yes! Senior members and council members “want” to hear your thoughts and opinions. Providing services that will keep you coming to the monthly meetings and attending workshops and seminars is what helps us to ensure we are meeting your needs. The silent members are our worst enemy as we can never ensure we are providing them with the information they want to receive. My best advice to anyone is to let us know what you want, volunteer to help make it happen, and sit back and smile as you see the suggestion come to fruition.

Can STC really help me find a job?

Definitely. Using the LSC Job Bank is a good source for local jobs. The STC Job Center is another good source for local and international jobs. Also, networking with local members helps you to find opportunities that may not be posted anywhere.

Word of mouth is good, too. My last two jobs came from friends who knew me. I was recommended for my job at T-Mobile by Kathryn Poe, who had worked in this position several years ago. Of course, everything has changed since her time here, but I wouldn’t have found this wonderful opportunity had she not known that I was looking for a better opportunity.