Anthony Halderman
January 1998

Navigating Cyberspace:
A Guide for Freelance Technical Writers

Who are freelance technical writers and what do they do? How do their jobs differ from those of in-house staff writers, and what are the advantages of their employment conditions? Due to some current employment trends, many professionals in various fields look down career paths with uncertainty, apprehension, and conjecture. Vast numbers of American companies, for example, have been involved in some form of reengineering, downsizing, or "delayering". These companies aim to raise productivity and reduce costs by eliminating millions of American workers. As Marian Faux (1982) perceptively points out in Successful Free-Lancing, the Corporate Age job market is waning and the Age of Self-Employment is rising. Over 8 million people are currently self-employed, an increase of more than 20 percent since 1970. And this number is expected to continue climbing well into the 21st century (1). Many prospective freelancers inquire about the advantages surrounding this highly independent endeavor. For their inquiry, practicing freelance technical writers relay their stories from the trenches.

Some of the horror stories often associated with freelancing may very well ring true. In "Freelancing in Technical Communication" Frank Smith writes about his "gypsy colleagues" (1986:204). Smith claims freelancers exaggerate the benefits of their profession. Rarely do we hear about their troubles, slack periods, drab assignments, about the impossible demands placed upon them, the tyrants and slow payers, the crooks who hire them, the vendors who fail them, the IRS audits, or about the drudgery of accounting, financial planning, and constant marketing efforts (204).

If all this bears true, why then do some individuals choose freelancing over in-house staff employment? Two reasons dominate. First, current employment trends are weakening job security. More businesses do not want, or cannot afford, to pay in-house staff full-time salaries, benefits, medical coverage, and retirement plans. Consequently, this trend forces some individuals into freelancing. Second, the disadvantages often associated with freelancing are, quite simply, less of a deterrent than the disadvantages associated with in-house staff employment conditions.

Smith also notes some of the more enticing benefits and significant advantages that come with freelance technical writing. A successful freelancer may experience several perks: large monthly paychecks, work-environment freedom, tax loopholes, reduced commuting, and considerable autonomy. But achieving this level of satisfaction and success comes neither easily or quickly. The daring and adventurous individuals who set out, into what seems like uncharted and unfriendly waters, need to possess considerable navigational abilities.

Before concluding that adequate knowledge in a specific field is grounds enough for venturing off into the freelance circuit, individuals pondering such a journey should consider other significant dynamics inherent in such a move. Faux cites other necessary requirements in Successful Free-Lancing: "Certain personal traits are also needed to freelance successfully. You need lots of self-confidence and the ability to sell yourself, plus an ability to withstand rejection. You need good negotiating skills. A successful freelancer also needs the ability to tolerate isolation and rely on self discipline" (9). J.F Callahan, advertiser, journalist, public relationist, and technical writer discusses what he considers essential traits for free-lance success in "A Beginner’s Guide to Freelancing": "Interpersonal skills, integrity, and self-confidence are as important as writing skills. A good consultant should be able to relate well with people, admit when they’re wrong or don’t know, don’t discourage easily, and say no when it’s important" (1986:210). If prospective freelancers possess these qualities, little stands in the way of embarking on a professional journey.

Callahan offers some advice for those staff writers getting started. To become a freelancer, it’s necessary to take key steps while still employed as in-house staff. The initial groundwork must be laid while steady paychecks still come in. "You should start freelancing while you’re still on someone else’s payroll. Develop clients, establish lines of credit, and make major equipment purchases before you abandon that regular paycheck. And don’t burn bridges when you leave" (210). In this preliminary stage, line up experts with the skills necessary for starting a freelance career. Callahan suggests contacting advisors in different areas: accountants, attorneys, insurance agents, and bankers. Prospective freelancers should be familiar with their advisors’ procedures.

Judith L. Glick-Smith (1998) discusses the benefits of professional help in a recent article, "Why Contractors and Independent Consultants Need Lawyers." She claims the provisions in "standard contracts" contain surprises in governing the individualized terms of that contract. Much havoc and lost time can arise out of unspecified details as to when and how clients make payments and how to negotiate interests that no longer coincide. Clients often design their own "one-sided" contracts that protect only their company’s interests. This "one-sided" negotiating practice is evident in the commonly used indemnity clause, which essentially states that the freelancer must reimburse the client for any damages incurred due to using the client’s equipment, regardless if the client provided defective equipment or was otherwise negligent (90). From the various disagreements that can arise out of arbitration, mediation, and "one-sided" negotiating, Glick-Smith suggests hiring lawyers because their duty resides in drafting a contract with their clients’ best interests in mind. In her words, "I learned the hard way that you can pay a lawyer now or pay later" (90). Freelance technical writers should always consult professionals in various fields during the developing stages of different projects. Other professionals more often than not serve as valuable resources and irreplaceable tools.

Purchasing the necessary "hardware" tools is also essential to starting up a freelance career. In addition to acquiring a large and fast computer, Callahan advises freelancers to be well stocked with easily overlooked, inexpensive items.

Many of these crucial, yet easily overlooked, office supplies can be purchased at discount office supple superstores such as, Costco, Staples, Garner’s Discount Office Supply, and even going-out-of business-sales and various thrift stores.

Another vital resource a prospective freelancer should consider is a "reference shelf." Gathering various information in several different fields will only enhance one’s career versatility. This wealth of information should be within an arms reach of one’s computer. Callahan himself relies heavily on his reference shelf.

For all prospective freelancers, Callahan offers sound advice for the preliminary stages. Gathering information, contacting experts, and acquiring equipment are crucial steps, which no independent consultant should overlook.

Although we can expect in-house tech writers to have some of the essentials at their fingertips, the freelancer must put them all together. Freelancers must also be prepared to do all, not some, of their own marketing. Idling sitting back and waiting for clients to call is a sure formula for freelance failure. Tony Firman and Pat Smith, both technical writers who frequently contribute to Technical Communication, claim in their article "Consultant, Freelancer, Contractor: Take Your Choice" that, "Wise freelancers do their marketing with other client companies while they are hardest at work on the present project" (1986:221). Individuals engaged in such careers must be prepared to "ride the rollercoaster" of clients. Peaks and valleys occur in every job. But due to the nature of freelance work, these peaks and valleys become more magnified and so do the rewards and the sense of accomplishment.

However, merely gathering the tools and marketing one’s self is not enough. Due to advances in technology and proliferation, cyberspace communication channels have posed modern challenges for contemporary freelance technical communicators. Silker and Gurak recently elaborated some of the difficulties freelance technical writers face when using electronic information sources. "There is so much to keep up with (new technologies, new operating systems, new information on the Internet) that it’s difficult to know how to wade through it all," complains one technical writer dependent on the Internet (362). For many, the Internet provides too much data; currently, too few filter processes enable users to access topic-specific information directly. As one writer described, "It’s all part of the information overload that I’m always combating. As a small-business person, it’s hard for me to stay on top of it all" (Silker & Gurak362). Such complaints accurately describe the "overload" conditions freelance writers endure and realistically reflect the vast data through which they must navigate.

Perhaps one of the advantages of working for larger companies lies in their "firewall" policies. One might ask what advantages firewalls offer. Silker and Gurak discuss their survey’s findings: "Many large organizations have "firewalls" to limit who has access to what areas of the Internet" (364). A freelancer’s or small-business person’s unlimited access can inadvertently monopolize too much time, and consequently, "outweigh the freedom" associated with unlimited access. One respondent went so far as to compare cyberspace to a "library without a card catalog" (364). With such loosely organized information stacking up, freelance technical writers must effectively utilize cyberspace communication arenas. In "The Future of Technical Communication," Joyce Woods discusses the challenges inherent in operating a home-based electronic office: "Our biggest obstacles are the very tools that have benefited our field--new technology. The experienced technical communicator is the one who can use the tools to really create better documentation" (394). Similarly, in "How Expert Systems Can Make Hypertext More Usable," Kyle Glover discusses the major challenge in technical communication: "[Technical communicators] are challenged to navigate through a seemingly infinite number of links to a seemingly infinite number of topics" (628). And Laura Gurak, in Persuasion and Privacy in Cyberspace, claims she was forced "to learn about intellectual property in cyberspace and other various legal issues [she] formerly had no background in (137). Heather Miniman, technical editor and WWW coordinator, claims another difficulty exists with navigating the Internet: identifying the "correctness of information" and the "real source of what has been published." Different challenges arise out of different situations, but the challenges that evolve out of inescapable reliance and excessive exposure to cyberspace all have a common denominator, which is the necessity to utilize cyberspace efficiently.

Fortunately, some solutions to help freelancers efficiently communicate and competently navigate through cyberspace exist. One of the most important points for freelance technical writers to remember is that their success depends on staying "caught up" in all the new developing technology. Several professionals have speculated about different media, suggesting a variety of solutions to alleviate cyberspace "overload." In Connections: New Ways of Working in the Networked Organization Sproull and Kiesler discuss one of the most essential tools for freelance technical writers: electronic mail. "Accelerating the information flow," means abandoning the older methods of "snail mail" and "telephone tag." Because electronic mail is synchronous, it can offer clear efficiency gains over hard-copy and telephone communication (21). Furthermore, the authors claim that electronic mail makes it possible to engage in synchronous group communication as well as solicit information. An example of e-mail’s superior efficiency is explained in Stephen Fishman’s article "Hiring Independent Contractor’s: The Employer’s Legal Guide": "With one e-mail sent to icpic@web.com, a prospective employer can reach all 65 members of the ICPIC with a job listing. Any interested contractors can reply on the same day" (10). Clearly, not capitalizing on electronic mail requires expending much more effort. And as freelance technical communicators know, effort and time are precious commodities.

Instructional online-help systems also aid the freelance technical writer. In Jean Pratt’s "Where is the Instruction in Online Help Systems?" he discusses the move toward online help systems. This move is spurred by the proliferation of computers, reduced dependence by users on printed manuals, research suggesting users learn more from computer-based instruction than from printed documentation (33). Although online help systems exist to aid the struggling user, Pratt claims they sometimes increase the user’s frustration and stress level. Users and designers alike need to communicate about task-based procedures and relay their feedback. Improving the dialogue between users and designers will naturally improve the online help systems:

Ironically, the advancements in online help technology have had two effects: increased user frustration and increased independence for the freelance writer.

Although the most commonly used internet application/tool among technical communicators is electronic mail, with 92% using it (Silker 361), the most serious challenge still lies in efficiently navigating such online sources as Usenet, Gopher, World Wide Web, and other various data bases and newsgroups. To rapidly acquire one’s target information, Glover strongly suggests using expert systems, which perform a number of fundamental functions: applications for interpretation, prediction, diagnosis, design, planning, monitoring, debugging, repair, instruction, and control (630). An expert system’s front-end rule base proves useful for technical communicators because it can determine the user’s goals, topics, time limits, and information preferences. For example, front-end rule base can contain topic-oriented applications, which are search intensive, requiring a complex web structure with many links. For users short on time, the hypertext can be abbreviated, which creates very focused documents. The front-end rule base can also determine user’s preferences for certain types of information. For example, users may or may not want the option of seeing complete bibliographical information or extensive explanatory notes (Glover 631). Expert systems have a series of rule bases, all of which operate during the different stages of using hypertext. Front-end rule base applications collect information about the user’s needs and preferences prior to entering the document.

Concurrent rule base draws inferences about the users’ train of thought while using the document and adjusts accordingly. This application proves exceptionally useful for those struggling to acquire their target information. These kinds of inferences, however, will be impossible when the users browse entirely at random, but will certainly aid a user’s pattern of thought. Concurrent rule base identifies users’ paths through the document, and even how much time users spend with each topic. The expert system then makes inferences about the users’ interests and purposes while using the document. If the rules detect any train of thought or focus, it can then alter the document on the basis of the decisions users make while they are interacting with it (Glover 631). One of the advantages of concurrent rule base lies in its ability to decide for the users, who may be having difficulty deciding for themselves.

Back-end rule base is the third way to obtain valuable information about the users. This application is designed as an exit interview to find out how satisfied users are with the document and assess what went right or wrong. This information, along with other data from the session, can be retained in a database and keyed to specific users’ logon identification or account numbers. The next time the users access the document, the rules analyze the user’s data (Glover 631). Back-end rule base not only assesses user satisfaction but also foresees potential difficulties and adjusts itself accordingly for the next session.

The purpose of expert systems is to customize a hierarchy of topics and a network of links to create a unique document suited to the goals of the specific user (Glover 632). Without the restrictions of "firewalls," many freelance technical writers enter cyberspace without having a "reference desk" or a "card catalog" to guide them. Expert systems provide this crucial and specialized assistance. And for those questioning the authenticity of the information gathered, Miniman suggests contacting reputable organizations such as, "Health on the Net," which advertises its "code of conduct on the web."

When asked to speculate about the future of the technical communicator’s involvement in cyberspace, Carol L. Eyman, owner of Eyman Publications and frequent contributor to STC’s newsletter, replied, "It will be it. Without a net connection you will be nothing." Mike Tangsolo, a freelance technical communicator, replied, "Freelance technical writers need not worry about hypertext or navigation. The Web is alive and it will continue to grow and respond to the human race. The Web is a collective conscious of mankind, or fast reaching that point." Perhaps at this stage of the "under-construction" information highway, it’s still a bit too early to claim writers "need not worry" since some writers are presently struggling to navigate through the onslaught of information with little aid from "compasses" or "charts." But with the current development in online-help and expert systems, Tangsolo makes a very optimistic and perceptive observation: the collective conscious of mankind in cyberspace will inherently improve information accessing methods based on the needs of its contributing members.

Works Cited

Callahan, J.F. "A Beginner’s Guide to Freelancing." Technical Communication. Fourth Quarter 33 (1986) : 209-213.

Eyman, Carol L. Available: eyman@tiac.net

Faux, Marian. Successful Free-Lancing. New York: St. Martin’s Press. 1982.

Firman, Tony and Smith, Pat. "Consultant, Freelancer, Contractor: Take Your Choice." Technical Communication. Fourth Quarter 33 (1986): 218-222.

Fishman, Stephen. "Hiring Independent Contractor’s: The Employer’s Legal Guide." Independent Perspective. (Spring 1997) : 7-12

Glick-Smith, Judith L. and Carol Stephenson. "Why Contractors and Independent Consultants Need Lawyers." Technical Communication 45 (1998) : 89-94

Glover, Kyle S. "How Expert Systems Can Make Hypertext More Usable." Technical Communication 41 (1994) : 628-634.

Gurak, Laura. Persuasion and Privacy in Cyberspace. New Haven and London: Yale, 1997.

Hayden, Jill. ed. "Growth Without Jobs." Career News. Winter 1996.

Miniman, Heather A. Available: hminiman@dsg.harvard.edu

Pratt, Jean A. "Where is the Instruction in Online Help Systems?" Technical Communication 45 (1998) : 33-37

Robertson, James. Future Work. New York: Universe Books. 1985.

Silker, Christine M. and Laura J. Gurak Ph.D. "Technical Communication in Cyberspace: Report of a Qualitative Study." Technical Communication. 43 (1996) : 357-368.

Smith, Frank R. "Freelancing in Technical Communication." Technical Communication. 33 (1986) : 204-205.

Sproul, Lee and Sara Kiesler. Connections: New Ways of Working in the Networked Organization. Cambridge: MIT, 1991.

Tangsolo, Mike. Available: administrator@tangibles.com

Woods, Joyce. "The Future of Technical Communication." Technical Communication. 41 (1994) : 393-396.