Technical writers aren't creative writers; in that they can't make things up to keep their audience entertained. Their documentation must accurately reflect the realities of using the product or system they are writing about. Which means that you'll need to do your research, here's a quick list of good sources for you to get your information from.
Get Hands On
Before rushing round to bother other people about your product, roll up your sleeves and start using the product. Note what's instinctive and what you struggle with understanding, this will help you know what your readers are going to need to know too.
Get the Paperwork
Almost every project you'll work on as a technical writer will already have reams of paperwork attached to it. Read as much of it as possible, that includes release notes, previous manuals (if this is an update), help files, customer requirements documents and anything else that relates to the way the system will be used.
Talk to the Guy Who Knows Everything
On any technical writing project this guy is known as the Subject Matter Expert it's his or her job to know everything there is to know about the product. Don't treat them as a first line of support though; find out what you can before you go to them so they can polish your knowledge.
Talk to the Users
If your product is an update then you'll already have customers you can talk to as well. Go and see how they use the previous version, "in the wild" as it were. Talk to them about what it is they get from using the product and what functionality is particularly important to them.
Get Everyone Together
Sometimes it's easier to talk to the whole audience, not just the SME or the clients but everyone involved in the project. With teleconferencing and videoconferencing being so easy to arrange now it can be really good to consult the entire group at the same time, with questions and clarifications coming from all sides.
Get Online
You won't find the same product manual online as you're working on, however you may be able to find competitors manuals for similar products. If you're stuck for ideas this can be a great way to develop a structure that works.
Get it in Writing
Well designed surveys can be useful tools to gain further information from a wider user base, the trouble is that most people don't like filling in surveys so you may need to offer a decent incentive if your customers aren't totally passionate about your product and its release cycle.
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Nick is the President of http://www.authoring4u.com a specialist consultancy based in Shenzhen China, which helps companies from around the world save time and money in the areas of; technical documentation, Internet presence and marketing and Press Relations.
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