I Can Help With That: What Customer Service Can Teach Technical Writers

Speaker: Rachel Lamb


How are customer service agents and technical writers alike? Well, neither of us spend our time in the spotlight. We don’t have the flash and pizazz of marketing. We don’t have the kind of coding muscles that developers can flex. We’re not at the top like the managers, calling the shots and making the big bucks.

However, we’re still important. We’re the support players, making sure the users– or should I say customers— get the guidance they need. For technical writers, we give them the resources to put the product to use. For customer service agents, they’re there to assist customers when they need something related to the product that they can’t get from anyone else. Without us, companies would lose their customer bases.

I’ve seen both worlds. It’s why I say not only are we not so different, but that there are things we can learn from the other side.

About the Speaker

Rachel is a technical writer at Acumen LLC in Burlingame, CA, following a successful career change. She obtained her certificate in Technical Writing and Communication in 2019 and is currently pursuing her User Experience and Web Design Certificate. She currently serves as VP for Programs and Webmaster of STC San Francisco Bay. In her spare time, Rachel is an absolute nerd who enjoys a variety of hobbies including playing video games, reading, traveling, and watching motorsport.


Event info

Time: Wednesday, October 13th, 2021 6:30 p.m. Pacific

Location: Zoom

6:30 to 7:00: Networking
7:00 to 7:15: Announcements
7:15 to 8:30: Presentation
8:30 to 8:45: More networking
8:45: Clear the room; move conversations to offline

Join Zoom Meeting

Meeting ID: 824 1432 6338
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Meeting ID: 824 1432 6338
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Important notes:

  • Members of other chapters welcomed. If you belong to another STC chapter, you can attend our meetings for the regular price (free for virtual events).
  • IABC members welcome. All members of the San Francisco Chapter of the IABC are welcome to register for San Francisco Bay STC General Meetings at the member price (free for virtual events).
  • Non-members can attend. You don’t have to be a member to attend our meetings.
  • Tell us if you’re hiring or job-hunting. Attendees are encouraged to announce open positions or to announce that they are searching for work. Feel free to bring job listings, resumes, or business cards for distribution.
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