Client

Service

Dates

USFilter

Marketing

Analyzed problems with current marketing copy and PR; presented recommendations in workshop; coached team

2003

OnlineWorkshops. Com

Teaching

Present online courses on technical writing, web writing, XML

2002-2003

Sandia National Laboratory

Teaching

Workshops on web writing

2002-2003

New Riders

Book

Hot Text: Web Writing that Works, winning awards and many great reviews

2002

InformIT.com

Web writing

Contributed 13 articles on web writing

2002

Internet Writing Journal

Web writing

Article on the basics of web editing

2002

Intuit

Web writing and editing

Edited for the web: 250 articles on taxes by CPAs and tax experts; teaser texts to encourage visitors to jump to those articles; 50 FAQs; 75 labels for checklists; 5 section-welcome pages, based on card sorts and focus group information. Intuit’s TurboTax.com site.. Summer, Fall 2002.

2002

Los Alamos National Lab

Workshop

Presented workshop on editing for the web

2001

University Public Relations Association

Workshop

Presented workshop on writing PR for the web

2001

CosmetiqueNews. com

Web writing

Wrote 65 news articles on beauty e-commerce, many of which were reprinted in BeautyTimes, a paper newsletter

2000-2001

WinWriters

Speeches, workshops

Presented speeches, workshops on web customer assistance, web writing

2000, 2002

American Lawyer Media

Editing

Edited, designed, and added new material to a book by Brad Keywell about business development

2000

Ogilvy

Spokesperson

Acting as spokesperson for Corporation Trust, did satellite tv and radio tour

2000

Cisco

Web writing

Trained marketing teams on how to write within the Interwoven content management system

2000

Cliffsnotes.com

Web writing

Wrote two feature articles on shopping on AOL

2000

Informix

Web writing

Presented workshop on organizing information for web delivery

2000

Adelante Development Corporation

Web writing

Analyzed audiences, created architecture and design, created site, maintained it, expanded it with two other supplementary sites (total, 450 pages), created inventory of content toward redesign

1999-2003

Disney

Web writing

Created articles as the site’s expert on web shopping, for Disney’s Family.com.

1999-2001

Service911.com

Web writing

Wrote 75 web tutorials about online auctions on Amazon, Cnet, eBay, Excite, and Ubid); also 12 web tutorials on MySimon

1999-2000

Ablex

Book

Wrote book on organizing complex content for electronic delivery using outlining software for series from Association of Teachers of Technical Writing

1999

Ketchum PR

Spokesperson

Presented appeal for contributions to Toys for Tots,  doing 42 TV interviews, 15 radio interviews, persuading people to buy toys through eToys using Visa cards

1999

Visa

Spokesperson

Did TV and radio satellite tour, pushing Toys for Tots for eToys and Visa

1999

MSN

Web chat

Answered questions on ecommerce, online shopping, in moderated chats

1999

Washington Post

Web chat

Answered questions on ecommerce, online shopping, in moderated chats

1999

Yahoo

Web chat

Answered questions on ecommerce, online shopping, in moderated chats

1999

Levinson Foundation

Web writing

Created web site for charitable foundation

1999

Bentley College

Workshops

Presented workshops on information architecture for the web

1998-2000

Solutions Technical Writing Clinics

Workshops

Presented workshops on usability testing for writers, writing procedures, webzine writing, technical writing

1998-2000

Kodak

Technical writing

Coached writers on how to revise manuals, redesign for greater visual impact, more logical flow

1998-1999

Pioneer

Technical writing

Analyzed six DVD manuals, offered detailed editorial suggestions, coached new writers in Tokyo

1998

Dummies Series

Books

Wrote three books, on Windows 95, Microsoft Home Essentials, Fun with Digital Imaging

1997-1999

Association for Computing Machinery

Speeches, workshops

Present speeches and workshops on information architecture, complexity theory, web writing

1997-2001

PeopleSoft

Information architecture

Presented three-day workshop on converting legacy documents to multiple online information systems, developing a comprehensive information architecture

1997

Symantec

Technical Writing

Created minimalist tutorial for sales personnel, on Norton Utilities, with Dan Dunne

1997

Writer’s Digest

Web writing

Wrote article on how to write for the web.

1997

Adobe

Workshop

Presented workshops for two teams on improving legacy documents by taking an object-oriented approach

1997

eToys

Web writing

Consulted on web site design for site called Thunderbeam, then BrainPlay, then KBKids.com, and now eToys, edited 12 articles a month, created email newsletters, wrote monthly articles on children’s software, toys, and video.

1996-1999

KBKids (aka eToys)

Web writing and editing

Consulted on web site design, edited 12 articles a month, created email newsletters, wrote monthly articles on children’s software, toys, and video

1996-1999

Home Office Computing

Journalism

Co-a8uthored articles on databases, software for home offices

1996

Family Fun

Journalism

Co-authored articles on travel

1995 1996

Zycad

Information architecture

Consulted on restructuring documentation suite of 1,800 pages for online and paper delivery

1995

Addison-Wesley

Books

Wrote books on America Online, FileMaker Pro, How to Communicate Technical Information

1994-2000

New Mexico Tech

Teaching

Taught undergraduate courses on technical writing, rhetoric, instructional design, online information design, visual communication, document design, usability, drama; taught graduate courses on database design, using the Web for science teaching

1994-1998

Family PC

Journalism

Co-authored thirteen 3,000-word articles on using consumer software (health; interior decorating; landscaping; fitness; cooking; vacation planning; digital photography)

1994-1996

Hayden Books

Book

Collected, edited, and wrote substantial parts of The Macintosh Virtual Playhouse. Interviewed 24 experts on Macintosh systems, edited interviews for Maclopedia.

1994, 1995

Oracle

Customer assistance

Analyzed problems with online help, presented recommendations for improvement in workshops, coached several teams of writer

1994

NEC

Editing

Edited manuals on fax and operating system, Nippon Electric

1994

Hewlett-Packard

Web writing, technical writing

Created instructions for 20 digital imaging and printing projects; troubleshooting tips; teaser text for Print Central (a joint effort with AOL) and HP.com; wrote book on Digital Imaging for HP and Dummies series (Fun with Digital Imaging); delivered keynote speech to developers within HP on collaborating when creating online help

1993-2001

Cray Computer

Customer assistance

Consulted with teams, presented recommendations in workshop on online help

1993

Lotus

Customer assistance

Consulted with teams, analyzed problems, and presented recommendations in workshop on online help

1993

Sprint

Customer assistance

Consulted on information architecture, help, presented workshop to writers and engineers on help for developers

1993

Seminars in Usable Design

Information architecture

Presented ten workshops on recycling information from paper to the web, creating effective CD-ROMs, writing procedures, writing help

1992-1994

IEEE Special Interest Group on Professional Communication

Speeches, workshops, editing

Presented keynote speech on collaborative writing, speeches on editing, edited special issue of the Transactions on Professional Communication on Structuring Complex Interactive Documents

1992, 1998

Sun

Customer assistance, instructional design

Delivered workshop on online help; co-authored tutorial on Java

1992, 1997

University of New Mexico

Teaching

Guest Writer for two semesters, teaching hypertext, technical writing, web writing. I also present occasional lectures on hypertext, web writing, and help systems, and teach individual classes on web writing, help, or technical writing. I also occasionally participate in dissertation defenses for Masters and PhD students

1991-2003

Electronics for Imaging (EFI)

Technical writing

Managed team and co-wrote tutorial for system operators

1991

FileMaker

Technical writing

Wrote three books for Que, with RichCoulombre, explaining how to use the product to develop databases; wrote parts of the manual; created Professional Training Series; created content for FileMaker University

1990-2003

Go

Technical writing

Wrote manuals and help on network connectivity for a PenPoint notebook system released by IBM, AT&T, BCR, and Grid

1990-1991

South-Western Publishing

Books

Designed, project-managed, and co-wrote 3 books on ClarisWorks and Microsoft Works

1990, 1993, 1994

Relational Technologies (Ingres)

Technical writing

Led team in development of a styleguide for twenty writers on Ingres database

1990

Bantam Books

Book

Coauthored and co-designed book on MacWrite II

1989

IBM

Editing

Edited two manuals, coached team of 12 writers on writing clear instructions for IBM subsidiary, Qronos

1989

Qronos

Editing

Edited two manuals, coached team of 12 writers on writing clear instructions

1989

Ricoh

Technical writing

Reviewed and edited six manuals on copiers; reviewed online help in development; gave workshop to Tokyo writers of online help and CDROMs

1989

University of California, Santa Cruz

Teaching

Teach workshops for professional writers and managers, on topics such as online help, procedures, technical writing, web writing, content management, information architecture

1988-2003

Cadence

Information Architecture

Consulted with the consulting group on an electronic performance support system for the intranet; coached teams on developing online help; analyzed inconsistencies, overlaps, and gaps between more than two dozen manuals from three different groups, edited entire text, creating a single information architecture for the documentation

1988-1996

America Online

Web writing

Created prototypes for AOL University, supplied course material, wrote consumer book on using AOL, provided content for joint effort with HP, called Print Central, on AOL.com

1988, 1994, 2000-2001

Fujitsu America

Customer assistance

Coached team developing online help for a finite-element analysis program

1988

Action Technologies

Technical writing

Created book design and text of manual for MacAccess

1988

Connect

Technical writing

Wrote manual for Connect Service

1988

Mindscape

Technical writing

Created manual for GraphicWorks 1.1

1988

Canon

Technical writing

Edited manuals on fax machines, all-in-one printers, cameras, presented workshop to Tokyo employees on writing instructions

1987-1995

Sony

Technical writing

Edited manuals on phone systems, presented workshops and lectures to Tokyo teams

1987-1990

Epson

Customer assistance and marketing

Coached writers of the manuals and online help; created 48-page marketing booklet on photo printing

1987, 2001

Ballantine Books

Book

Coauthored book on PageMaker; Co-authored, designed database for, created book design for The Best of Online Shopping

1987, 1999

Hitachi

Customer assistance

Critiqued online help, gave workshop for Tokyo team creating online help for computer language and development environment

1987

Broderbund

Technical writing

Created the content for a CD-ROM on improving the effectiveness of presentations

1987

Casio

Technical writing

Edited three manuals, presented workshop on writing instructions

1987

Mitsubishi

Technical writing

Coached Tokyo teams of technical writers on writing clear procedures about TVs for consumers

1987

Nikon

Technical writing

Edited two manuals, presented workshop on writing manuals

1987

Claris

Technical Writing

Updated interactive training and manuals for AppleWorks/Network, MacPaint II, MacWrite 5,

1986-1989

Society for Technical Communication

Workshops, speeches, design, research

Present speeches and workshops on technical writing, web writing, XML, information architecture, at international, regional, and chapter meetings; prepared design for society books; participate in Research Committee; do judging on annual competitions for web sites and help systems; as program chair, assembled 45 presenters for two-day conference on Modeling Information in Electronic Space; edited special issue of Technical Communication, on the same topic; won Distinguished Chapter Service award, elevated to Associate Fellow

1982-2003

Apple Computer

Technical writing

Customer assistance: Led team to create first help systems, for MacWrite II, MacDraw II, AppleWorks, developed templates for future help systems. Created interactive tutorial for AppleWorks (won award from STC); wrote manual and help system for AppleLink, and Apple Order System .

Marketing: Created Apple’s Million Dollar Scholarship program for teachers; created scripts for marketing speeches on desktop publishing; edited two issues of marketing magazine on desktop publishing and business productivity. Created sales training for new hires.

Technical writing: Documented telecomm codes for engineers; wrote styleguide for Apple writers and editors; created manuals on spelling programs, SCSI, laser printers, system utilities

Won award for researching and purchasing new digital printing system

1982-1990

University of California, Berkeley, Extension

Teaching

Taught workshops on technical writing, nonfiction writing, online help systems

1982-1989

Lucky Stores

Technical writing

Wrote procedure manuals on online inventory and pricing, produce inventory, item movement evaluation

1981-1982