Friday Aug 23, 2013

Oracle’s Internships for Technical Writers Look to the Future

This is the second year in a row that we've had the fortunate opportunity to hire technical writer interns from Ottawa, Canada's Algonquin College's post-graduate Technical Writing program. Kayla Robinson and Rachel Rosenfeld have been on board for four months (May through August) and during that time, they've learned about tech writing from the experts on our team and we've use their skills and enthusiasm to get work done--what a perfect match!

First a bit more about Kayla and Rachel. They both have arts backgrounds: Kayla majored in English at Carleton University and Rachel majored in history at Dalhousie University. Kayla enjoys creating graphics and writing social media pieces. Rachel enjoys learning about new products and software applications. During their time at Oracle, they worked on AIA, IP Service Activator, UIM, OSM, and MSS projects.

Today's blog is all about their experiences and I'm sure you'll enjoy reading it. This also is a good reflection of the things we do on our team to ensure our team members continue to develop their skills, share their experiences, and focus on creating high-quality content. Thanks to Kayla and Rachel for a great blog and for four excellent months of work - best of luck to you in your tech writer careers.

Cheryl Lander, Oracle Communications InfoDev Senior Director

Oracle’s CGBU Information Development (InfoDev) team provides quality internships for new technical writers, like us, who want to gain real world experience in the workplace. Fostering a mutually beneficial relationship with Algonquin College’s technical writing program in Ottawa supports the local community and new professionals looking for industry training.

This blog post is the culmination of our efforts to select the top 5 reasons why our internship has blown our socks off:

1. Participating in Brown Bag Presentations

Brown Bags are not a packed lunch that technical writers bring to work. We are much more likely to be found getting sushi takeout or stopping by one of the gourmet food trucks in downtown Ottawa. Oracle Brown Bag presentations are lunch-and-learn web conferences that focus on a variety of topics.

Brown Bags explore new product innovations, current projects, customer feedback, and tips on documentation, courseware tools, and processes. Some really useful topics included Doc Bug Best Practices, How Audiences Read, and tips on how to take advantage of features in our FrameMaker authoring tool.

2. Collaborating with a Global Team of Technical Writers

Meet the diverse team we collaborate with:

  • Technical experts have specialized knowledge that range from fixing computers to programming languages.
  • Tool gurus are willing to take the extra time to help you when you get stuck on a tools issue. When you have stumbled into the Bermuda triangle of software errors and cannot find your way out, your fearless tool guru will show you the path.
  • Mentors are the experienced writers who are willing to instruct you on how to perform the tasks necessary for job success. Our mentors really helped us adjust to the company processes. They even provided us with a cheat sheet of useful links and tips. Definitely a must-have.
  • Team Leads and Managers have calendars with schedules more complex than any Rubix cube puzzle, and somehow they still have time for us! We haven’t figured out quite how they manage to do this, and we are inherently suspicious of their super-human abilities.
  • Documentation architects focus on structuring information in a logical and consistent way for a user. Our documentation architect visited Ottawa and held focused learning sessions about document structure and writing for different audiences. To learn more about documentation architecture, read Scott Miller’s blog post: Online Help and the Epic BFFL Throwdown of the 90s.
  • Editors fokus, among other things, on making our writing klear and task-oriented instead of describing softwear featyours. Our editor, Bob, holds an informal meeting every Friday where he updates the team on unit-wide developments, addresses questions, and occasionally we get to hear his cat Jason in the background. Wut wood we do without our editor?
  • Courseware Developers are knowledgeable about the products and can be a good resource. They appreciate it when you perform usability tests on courseware and troubleshoot the courseware in a real-time training environment.

3. Working with Industry Tools

There are many tools available for writers. Our toolkit is definitely more extensive thanks to Oracle, and you can check out our favorites below:

  • Structured FrameMaker: A popular structured authoring application that uses tagged mark up to create consistently structured documentation.
  • Oracle Review is an internal tool where writers post their drafts and invite reviewers to pin comments to the posted draft.
  • Graphics tools: Microsoft Visio makes it possible to create flow charts to illustrate complex concepts, and we use Snagit to snag awesome screenshot captures and painlessly edit them.
  • Version-Control: Version control software keeps a history of when documents are modified and provides controls to make sure that multiple authors aren’t working in the same book simultaneously. It also provides backup so writers don't lose their work, because we have writers in California (earthquakes), Texas (tornadoes), and Canada (maple syrup shortages).
  • TWiki is an internal InfoDev wiki where guidelines about writing style, process, content, structure, and procedure are all documented. We would have been lost without this oft-bookmarked and frequently accessed resource.

4. Learning the Company Values

Blending in with a company’s corporate culture is a significant part of succeeding in a work placement. We have learned two things about Oracle:

  • Oracle values technical documentation: We heard stories about companies where writers spent their days chasing down developers who had no time for questions. At Oracle everyone was more than willing to provide us with information, patiently answer our questions and provide us with the resources at their disposal.
  • Oracle promotes working independently: After our initial two weeks of training, learning processes and downloading tools, we were expected to work with minimal supervision. We were provided with a work schedule, encouraged to ask questions when we were unsure and expected to provide status updates and attend meetings, but we weren’t micro-managed. Being trusted to work independently encouraged us to take initiative in ways that might not have been possible if a manager had been hovering over our shoulder. We were accountable for our time at work, and this trust encouraged us to work hard.

5. Engaging Tasks

“Working hard, or hardly working?” Well we know for a fact that we were working hard, but our favorite tasks hardly seem like work. Here is a list of the tasks we enjoyed most:

  • Fixing bugs: When a documentation error or required update is flagged in the internal database, we call it a documentation bug. Fixing documentation bugs involves putting on your Sherlock Holmes hat and doing some detective work. Research and tracking down subject matter experts can take time, but it is worth it in the end when you can go into the bug database and change the bug status to a satisfying 89 to indicate you have solved the problem. For example we might say, “Sweet. I 89ed that doc bug all the way to Quality Assurance. Take that.”
  • Writing Content: Writing content is what comes to mind when you think about technical writing. In reality, there is so much else involved in the average workday. After all the planning , researching, converting documentation, attending meetings, and all the other tasks that take up your day it is nice to sit down and write content.
  • Creating Graphics:

A key aspect of communication is maintaining an open dialogue, and continuously eliciting feedback. When an international company like Oracle encourages two technical writing interns to contribute to the company blog by writing about our experience as interns, we can provide guidance and tips to the next generation of interns by sharing our experiences of a memorable summer at Oracle.

Please help us by sharing your best advice, tips, or personal anecdotes for new interns with a comment!

We value your feedback. If you would like to suggest improvements or report issues on any of the product documentation, curriculum, or training produced by the Oracle Communications Information Development team, you can use these channels:

Wednesday Feb 06, 2013

Free Knowledge! Learn Oracle Communications Online Mediation Controller (and more) NOW!

Extra Extra - Read All About It!

I'd like to introduce Leif Lourie, a Curriculum Developer for the Oracle Communications Service Delivery Platform (SDP) products. For the last 8 years, Leif has worked as a Curriculum Developer for many of the telecom-oriented products that Oracle offers. He's been in the telecom industry for about 25 years and has worked also as a software developer, project manager, and architect. He currently creates courses for some of the products within Oracle Communications, namely the Oracle Communications Converged Application Server, Oracle Communications Services Gatekeeper, Oracle Communications Service Controller, Oracle Communications Policy Controller, and Oracle Communications Online Mediation Controller. Leif will share his perspective on developing courses for a product and share what he's done recently for the Oracle Communications Online Mediation Controller. Take it away, Leif!

Developing and supporting software products is challenging in many ways. Every part of our organization can probably name a number of challenges. I have friends in various positions, like engineering, QA, support, and pre-sales, and I have a pretty good idea about some of their challenges. Today, I will tell you about one of the challenges that I have and how I use one of the excellent resources we have at Oracle to address this challenge.

The products I work with are full of features and functions, and it is almost impossible to have full knowledge of even one of these products, let alone create courses that cover all aspects of one product. Well, that is a common challenge for most Curriculum Developers. We just have to divide the information in chunks that will be packaged in basic courses and advanced or specialization courses. But now, we are starting to scratch the surface of the big challenge in my job. What types of courses to create – and when. You see, creating courses is a tough job and we don’t want to waste energy creating courses that no one is interested in. So, how do we know which courses to create? If you ask the people in the field, they want all courses to be available now! Unfortunately, this is not something we can support. So we need more information.

The first real demand for courseware usually comes from the pre-sales people. When they answer a Request For Information (RFI) or a Request For Proposal (RFP) from a customer, one of the standard questions is: What types of courses are available for the products you are offering? But this is still not a good enough source of information. We still do not know if the customer will need this course. Maybe they will only have one or two people working on the administration of the product and they will get enough information for their job from the product documentation.

Another approach would be to talk to our partners. They will be the ones building many of the solutions that will be used by customers. They probably need training to be able to describe, offer, and develop the right solution for the customers. But, many of our partners are already way beyond the basic information we would give them in our courseware, so we might not get enough or the right information from them either.

So, what to do, what to do…???

What if we make basic courseware for some of the SDP products available for free, to gauge the interest of the courseware? Well… we have the Oracle Learning Library, maybe we can use this? Said and done! We now have the first SDP course on Oracle Learning Library – The Oracle Communications Online Mediation Controller - Basic Administration Course.

You may now ask: What is the Oracle Learning Library? The Oracle Learning Library (OLL) allows you to search for free online learning content. The content ranges from videos, tutorials, articles, demos, and step-by-step instructions to accomplish a specific task to in-depth, self-paced, interactive learning modules.

To find the Online Mediation Course on OLL:

  1. Use your favorite browser and go to
  2. In the middle of the screen, in the search field, enter Mediation and press Enter.
  3. In the list of course modules that is shown, select Oracle Communications Online Mediation Controller - Basic Administration Course, and you will see a description of the course content and you are given the opportunity to download the lessons and labs.

Now, it is possible for you to browse and view many of the course modules without having an account. But to be able to use all the features of OLL it is recommended that you create an Oracle Technology Network (OTN) account. This will give you access to all features of OLL as well as to all other parts of OTN. You can create your account here:

After this you may browse all of the OLL resources. What are you waiting for? Learn more!

There is enough knowledge at OLL to keep you busy – learning – for a loooong time.

Friday Jan 18, 2013

Welcome to the Oracle Communications Documentation and Curriculum Blog!

This is an introduction to the Oracle Communications Documentation and Curriculum blog - who we are, where we came from, and where we're going![Read More]

This is a blog from the Oracle Communications Information Development team, led by Cheryl Lander, Sr. Director. She and members of her team from various functions (writers, curriculum developers, and architects) and product lines will share their approach to documentation and curriculum, all with the goal of getting feedback to improve their deliverables. We'd like to thank Joe Sciallo, UCS Tech Writer (former Sun) for pushing us into the social media world. The primary team driving this blog is called "Joe and the Blogettes"; other members include Brenda Roldan (BSS Tech Writer), Jodie Wilford (OSS InfoDev Director), Leif Lourie (SDP Curriculum Developer), and Scott T. Miller (Documentation Architect).


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