155. Dealing with Criticism as a Technical Writer

In this episode of the Cherryleaf Podcast, we explore the challenges of receiving and responding to criticism as a technical writer. Documentation plays a crucial role in user experience, and receiving feedback—whether constructive or harsh—can be an opportunity for growth. We discuss practical strategies for handling feedback, evaluating its validity, and implementing improvements to enhance documentation quality.

Key Topics Covered:

✅ Why receiving feedback (even negative) is better than receiving none
✅ How to separate personal feelings from professional criticism
✅ The importance of acknowledging user feedback and addressing concerns
✅ Types of criticism: Constructive vs. Unconstructive
✅ Methods for evaluating the validity of feedback
✅ Tools and techniques to measure documentation quality (e.g., IBM Quality Matrix, analytics, usability testing)
✅ Addressing common documentation challenges: clarity, findability, audience mismatch, and linking
✅ Steps for implementing improvements and tracking their impact
✅ Preventative measures for reducing future criticism

Key Takeaways:

• Criticism is not personal – It’s about improving the documentation, not attacking the writer.
• Acknowledging feedback is crucial to building trust and ensuring continuous improvement.
• Evaluating feedback critically helps differentiate between valid concerns and personal preferences.
• Quality measurement techniques (analytics, support ticket trends, usability testing) can validate feedback.
• Structured improvements through linking, clearer writing, audience targeting, and prioritization can make a big impact.
• Continuous monitoring is necessary to ensure long-term effectiveness.

Mentioned Resources & Tools:

🔹 IBM Quality Matrix for documentation assessment
🔹 "Every Page is Page One" by Mark Baker
🔹 Google Analytics & support ticket analysis for measuring documentation success
🔹 Usability testing tools (e.g., video session tracking)
🔹 Style guides, templates, and content governance

Want Help Improving Your Documentation?

Cherryleaf specializes in fixing developer portals and technical documentation. If you're struggling with user feedback, contact us at info@cherryleaf.com for expert guidance.