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Chasing down subject matter experts and sorting through endless email chains is a familiar struggle for documentation teams. This chaos makes effective technical collaboration feel impossible. But what does successful collaboration actually look like? To find out, Heretto completed its second annual State of Collaboration survey. We asked technical communicators about their current practices to identify better ways for product documentation teams to work with SMEs, reviewers, and customers. This research helps pinpoint what works and what doesn't, so you can build a more effective process.
We will be sharing our results in a few blog posts leading up to the joint release of a white paper with the Center for Information – Development Management. In our first post, we will compare the 2013 survey participation to the previous year’s to see if we can determine any trends.
What is Technical Collaboration?
At its core, technical collaboration is a structured partnership where different groups or individuals share knowledge, resources, and expertise to solve a specific problem. For technical documentation teams, this isn’t just about asking an engineer a quick question in Slack. It’s a more deliberate process that involves defined roles and workflows to ensure everyone is working toward the same goal. This structure is what turns a chaotic process of chasing down information into a productive and efficient one, allowing teams to create, manage, and publish content that is both accurate and helpful for the end-user.
This kind of partnership is essential for producing high-quality technical content. Without it, documentation can quickly become a siloed effort, disconnected from the product experts and the customers it’s meant to serve. Effective collaboration bridges these gaps, bringing together diverse perspectives from engineering, support, marketing, and even customers. The result is a more cohesive and valuable content experience that reflects a shared understanding of the product and its users. This approach ensures that the final documentation is not just technically correct but also genuinely useful.
Formal Agreements and Partnerships
To make collaboration work, you need clear expectations. A technical collaboration agreement is a foundational document that governs the relationship, outlining who is responsible for what. While this might sound overly formal for internal teams, the principle is the same: defining roles and workflows prevents content from falling out of date because no one knows who owns it. Streamlining these partnerships is also key. The most successful collaborations use a model with a fast approval process, making it easier for everyone to participate. For documentation teams, this could look like creating a simplified review portal or establishing a clear service-level agreement (SLA) for feedback, encouraging consistent participation from SMEs.
Research and Institutional Alliances
Technical collaboration often extends beyond the walls of a single company. Alliances between businesses, government entities, and academic institutions are powerful ways to drive innovation. The Technology Collaboration Center (TCC), for instance, was founded on the belief that bringing diverse groups together leads to better solutions. For content teams, this principle applies to building relationships with user groups or industry forums. Engaging with these external communities provides invaluable insight into how your content is being used and what your audience truly needs. This feedback loop helps you move beyond simply documenting features and toward creating a knowledge base that actively helps users solve their problems.
Who's Using DITA to Manage Their Content?
Because the survey was largely promoted on DITA-related LinkedIn sites and followers of CIDM and Heretto, it is not surprising that 73% of the respondents had at least partially adopted a structured authoring approach to information development. That number included technical writers, technical documentation managers and content strategists from a wide range of industries.
Information Technology – Software remained the top segment, and in all, IT and High Tech Manufacturing accounted for more than half of all responses. Semiconductors, Life Sciences, Education, and Aerospace were also well represented, which confirms the results of other research on DITA adoption by industry. Other responses include Banking, Insurance, and Other Manufacturing.
Why Does Technical Collaboration Matter?
Technical writer/Information architect (36%) and Tech pubs manager (24%) remained a majority of respondents, while the job roles of Other management, Consultant, Sales, Marketing, and Information Technology were part of the mix. Under “Other,” people identified their roles as Content technology strategist, Training & Development – Instructional design, Manager of Information Experience, and QA Docs – Standards Advocate. The variety of responses indicates that content collaboration issues are commanding increased attention from areas of the business beyond product documentation teams.
Key Business Benefits
Effective technical collaboration isn't just about making teamwork smoother; it delivers tangible business advantages that resonate across the organization. When documentation teams, subject matter experts, and reviewers are aligned, the entire product lifecycle benefits. This alignment moves beyond simple communication and fosters a shared environment for creating and validating information. The result is a more agile, informed, and efficient development process that directly impacts the bottom line by improving content quality and reducing the friction that often slows down product releases.
Reduce Risk and Accelerate Development
When technical writers and subject matter experts work in parallel, organizations can develop and release new technologies more quickly. This collaborative approach significantly cuts down on the risks tied to innovation, like releasing a product with inaccurate or incomplete documentation. Instead of a last-minute scramble to get content ready, information is developed alongside the product itself. This ensures that documentation is accurate from day one, accelerating the entire development process and getting the product to market faster. A unified platform for creating structured content is essential for this kind of parallel workflow, as it allows different teams to contribute to the same source without creating versioning chaos.
Access to Expertise
Collaboration breaks down the walls between technical writers and the subject matter experts who hold the critical product knowledge. By partnering with engineers, product managers, and support specialists, documentation teams gain direct access to a wealth of specialized skills and information. This direct line to expertise ensures that content is not only technically accurate but also rich with the nuance that makes it truly helpful for customers. A Component Content Management System (CCMS) provides the shared space needed for this knowledge exchange, creating a single source of truth that enhances the quality and effectiveness of every project. This makes it easier to leverage a CCMS to capture and reuse expert knowledge across all your documentation.
Proven Impact of Collaboration
The success of strong collaboration initiatives is clear and measurable. While R&D teams might measure success in patents, documentation teams see the impact in reduced support tickets, higher customer satisfaction scores, and faster customer onboarding. When writers and SMEs collaborate effectively, the quality of help content improves dramatically. This high-quality content empowers customers to find answers on their own, turning the documentation from a cost center into a powerful asset that drives product adoption and builds user confidence. The tangible benefits showcased in various case studies demonstrate how a streamlined, collaborative approach leads to real business results, proving that investing in better teamwork pays off.
What Are Teams Building with DITA?
It’s interesting that the numbers reflect only a gradual shift towards digital delivery. According to the recent “Following the Trends” survey that CIDM conducted with Data Conversion Laboratory, users want more web and video content. However, Information technology departments reported having a hard time getting the funding and time needed to meet those demands. Delivering content via Social Media is gaining adherents but still not widespread, despite its ability reach a large audience and engage them in an interactive dialogue.
Types and Models of Collaboration
Collaboration isn't a one-size-fits-all activity. The way teams work together can look very different depending on the project, the people involved, and the desired outcome. For technical documentation teams, collaborating with a subject matter expert for a quick fact-check is vastly different from co-developing an entire knowledge base with the engineering department. Understanding these different models helps teams choose the right approach for the task at hand. It allows you to set up the right processes and tools to support the work, whether it’s a simple, informal exchange or a deeply integrated, long-term partnership. Recognizing the type of collaboration required is the first step toward making it effective and efficient.
Collaboration in the Digital Workplace
At its core, collaboration is simply people working together to achieve a shared goal. In a modern workplace, this process is heavily supported by technology that allows teams to connect and create, regardless of physical location. For technical content teams, this digital environment is essential for gathering information from globally distributed engineers, designers, and product managers. The key is to have a central hub where all this activity can happen. A unified platform for creating structured content ensures that every contributor is working from the same source of truth, which prevents versioning conflicts and keeps the project moving forward smoothly and transparently.
Levels of Collaboration Intensity
Collaboration exists on a spectrum, ranging from simple cooperation to fully integrated partnerships. On one end, you might have informal information sharing, like two departments agreeing to keep each other updated on their progress. On the other end, multiple organizations might form a tight-knit alliance to achieve a common vision, sharing resources and responsibilities. In technical documentation, this could mean the difference between asking an SME to review a single topic versus embedding a writer within a development team for an entire release cycle. The level of intensity dictates the required commitment, communication frequency, and process formality needed for success.
Strategies for Better Collaboration
Great collaboration doesn’t happen by accident; it’s the result of deliberate strategy and consistent effort. When technical and non-technical stakeholders come together, they bring different perspectives, priorities, and vocabularies. This diversity can be a source of incredible innovation, but it can also lead to friction and misunderstanding if not managed carefully. Building a framework for how your teams interact is crucial. By focusing on a few key areas—improving communication, aligning on goals, and actively bridging gaps between stakeholders—you can create a more cohesive and productive environment. These strategies help turn potential points of conflict into opportunities for creating better, more accurate, and more user-friendly technical content.
Improve Communication
Clear and open communication is the bedrock of any successful collaborative project. It’s about creating a culture where every team member, from a technical writer to a marketing specialist, feels comfortable sharing ideas, asking questions, and raising concerns. This requires more than just scheduling regular meetings; it involves being intentional about how we share information and listen to others. When communication flows freely, teams can identify and solve problems faster, stay aligned on project goals, and build the trust necessary to handle complex challenges. The following practices are essential for strengthening communication across your teams.
Avoid Jargon
One of the fastest ways to create a communication barrier is by using technical slang, acronyms, or complex terms that others don't understand. While terms like "conref" or "specialization" are second nature to a DITA expert, they can be confusing to a product manager or support agent who is reviewing content. To foster inclusive collaboration, make a conscious effort to use plain language that is accessible to everyone involved. When you must use a technical term, take a moment to explain it. This simple act ensures everyone is on the same page and helps non-technical stakeholders feel more included and respected in the process.
Be Empathetic
Empathy is the ability to understand and share the feelings of another person. In a collaborative setting, this means trying to see the project from your stakeholders' perspectives. What are their goals? What pressures are they facing? An engineer, for example, is focused on shipping a stable feature on a tight deadline, while a support specialist is concerned with reducing ticket volume. By listening carefully and asking questions to understand their needs, you can frame your requests and contributions in a way that aligns with their priorities. This approach builds rapport and transforms the relationship from a simple transaction to a true partnership.
Ask for Feedback
Creating a culture of open communication also means being proactive about soliciting input. Instead of just sending a document for review and waiting for comments, actively ask for specific feedback. You might ask an engineer, "Does this procedure accurately reflect the new UI?" or ask a marketing team member, "Is the language in this overview consistent with our brand voice?" This targeted approach not only yields more useful feedback but also demonstrates that you value the unique expertise of each stakeholder. A system with clear content governance and review workflows can formalize this process, making it easier to track input and ensure all feedback is addressed.
Align on Goals
Collaboration is most effective when everyone is pulling in the same direction. Before a single word is written, it's critical that all stakeholders have a shared understanding of what the project aims to achieve. This alignment goes beyond the immediate deliverable; it’s about connecting the work to broader business objectives. When a technical writer, an engineer, and a marketing manager all agree that the goal is to improve customer onboarding, their individual contributions become more cohesive and purposeful. Establishing this shared vision from the outset reduces friction and empowers the team to make decisions that serve the ultimate goal.
Find Common Goals
The first step in alignment is to identify the project's primary objective in a way that resonates with everyone. For a documentation project, the goal isn't just "to publish a user guide." A more powerful, common goal might be "to empower users to solve problems independently, reducing the load on our support team." This objective is meaningful to technical writers (creating clear content), engineers (building an intuitive product), and the support team (resolving complex issues). When everyone sees how their work contributes to this larger mission, they become more invested in the collective success of the project.
Set Clear Expectations
Once the common goal is established, the next step is to define the specifics of how you'll get there. This means clarifying the project's scope, key deliverables, workflows, and deadlines. Who is responsible for what? What does the review and approval process look like? When is each milestone due? Answering these questions upfront eliminates ambiguity and prevents confusion later on. Using a Component Content Management System (CCMS) can be incredibly helpful here, as it allows you to build and enforce structured workflows, assign tasks, and track progress in a transparent way, ensuring everyone knows what is expected of them at every stage.
Measure Success
How will you know if your collaboration was successful? It's important to agree on the key performance indicators (KPIs) that will answer this question before the project begins. For technical documentation, success metrics might include a reduction in support tickets related to a specific feature, an increase in positive ratings on help articles, or a faster time-to-market for localized content. Defining these metrics upfront ensures that everyone is working toward the same definition of success. It also provides a clear, data-backed way to demonstrate the value of your collaborative efforts to the wider organization.
Bridge Gaps Between Stakeholders
Effective collaboration often requires acting as a bridge between different groups, each with its own expertise and priorities. This is especially true for technical documentation teams, who sit at the intersection of product development, marketing, support, and the end-user. Bridging these gaps involves more than just passing information back and forth; it requires translating concepts, mediating discussions, and synthesizing diverse feedback into a cohesive whole. By actively connecting stakeholders, you can ensure that the final content is not only technically accurate but also aligned with business goals and truly helpful for your customers.
Connecting Technical and Non-Technical Teams
Technical and non-technical teams often speak different languages and operate with different goals, which can lead to misunderstandings. An engineering team is focused on technical implementation, while a marketing team is focused on market positioning and messaging. Technical writers are uniquely positioned to act as interpreters between these groups. They can translate complex technical details into clear, benefit-oriented language for marketing materials, while also ensuring that the product's value proposition is accurately reflected in the technical documentation. This connection builds trust and ensures a consistent and accurate message is presented to customers at every touchpoint.
Incorporating External Feedback
The most important stakeholder is the customer. A successful collaboration strategy must include a process for bringing the user's voice into the content creation process. This means establishing feedback loops with customer-facing teams, such as support and sales, to understand where users are struggling. Analyzing support tickets, customer surveys, and forum discussions can provide invaluable insights into how to improve your documentation. By incorporating this external feedback, you ensure that your collaborative efforts are focused on solving real-world problems, ultimately leading to a better user experience and more effective content.
What Does Modern Technical Collaboration Look Like?is the State of Collaboration?
The biggest challenges of collaborating on product documentation include gathering input from Subject Matter Experts (SMEs), incorporating that input into the documentation while maintaining version control, making draft content available for review, and managing the approval process. The survey revealed that many organizations are still passing around hard copy documents and manually collecting input and approvals.
As we noted in last year’s survey results, our belief is that because Microsoft Word and email are so widely available, they are still the tools of choice for collaborating with SMEs. That means re-keying information and copying and pasting between document formats, a time-consuming and error-prone process.
At the end of the survey we asked people, “If there was one thing you could do to improve the state of collaboration in your organization, what would it be?”
Not surprisingly, many people focused on this problem of sharing information and incorporating input from a wide range of contributors. While a few complained about “SME availability and commitment to knowledge capture and transfer” and asked for “Mass firings of all the stubborn people”, another said, “Our issues aren’t based on willingness to collaborate.”
Many pleaded for a way to get out of the vicious information development circle: hard copy – email – copy/paste – re-key. Here are some of their suggestions:
- “Centralize content development and review so collaboration does not rely on email.”
- “Centralize content to make changes to documentation more efficient.”
- “Get an HTML-based review tool, ditch the PDFs.”
- “Implement an online technical review process tool,” a “central, single tool/process.”
- “Get everybody in sync on best practices for reviews: formats, tools, scope, tracking, etc.“
- “Be able to do online reviews.”
- “Use of a collaboration platform that includes a CCMS.”
- “Use one CMS.”
In short, people need a single, online system for managing content from authoring to approval.
In our next post we will explore more ideas about ways to improve collaboration across the enterprise, including “using customer feedback to drive change” and “Simplify the review and approval process of both the English masters as well as the translations.”
Frequently Asked Questions
My subject matter experts are always busy. How can I make it easier for them to review content? The key is to make the review process as frictionless as possible. Instead of sending a full document and asking for general feedback, guide their input by asking specific, targeted questions about the sections you need their expertise on. It also helps to understand their priorities and pressures. By framing your requests in a way that aligns with their goals, such as reducing support tickets for a feature they built, you can transform the review from a chore into a shared objective.
What's the difference between simple cooperation and true technical collaboration? Cooperation can be as simple as asking an engineer a quick question or sharing status updates between departments. Technical collaboration is a more structured and intentional partnership. It involves defining roles, establishing clear workflows, and working from a shared system to achieve a specific goal, like creating accurate and user-friendly documentation. This structure turns a chaotic process into an efficient one where everyone understands their contribution.
How can I get different departments, like engineering and marketing, to agree on a common goal for a documentation project? Start by framing the project's objective in a way that connects to a larger business outcome that benefits everyone. Instead of saying the goal is "to publish a user guide," try something like "to help customers onboard faster and reduce support calls." This is a goal that engineering, marketing, and support can all get behind. Once you have that shared mission, it becomes much easier to align on the specific steps and expectations needed to get there.
The post mentions avoiding manual processes like email and Word docs. What's the alternative? The alternative is a centralized, online system where content can be created, reviewed, and managed in one place. This approach eliminates the error-prone process of copying and pasting feedback from different documents and email chains. A shared platform provides a single source of truth, which streamlines the review process, maintains version control automatically, and ensures everyone is working on the most current content.
Is a formal collaboration agreement really necessary for internal teams? While a legally binding contract isn't typically needed for internal teams, the principle behind it is crucial. The goal is to establish clear expectations and prevent confusion about who owns what. You can achieve this by creating a simple document or a shared understanding that outlines roles, responsibilities, and the agreed-upon workflow for review and approval. This clarity ensures that content stays up-to-date and accountability is well-defined.
Key Takeaways
- Replace inefficient review cycles: Stop relying on email and Word documents to gather SME feedback. This manual approach is a major source of versioning errors, inaccuracies, and delays that a structured process can solve.
- Adopt a single source of truth: A centralized platform like a CCMS is essential for managing content from creation to approval. It provides a unified space for authors and reviewers, eliminating the confusion of scattered files and feedback.
- Create a collaboration strategy: Successful teamwork is intentional, not accidental. Build a clear plan that aligns everyone on common goals, establishes clear communication practices, and actively connects technical and non-technical stakeholders.
