I came into content design through technical writing at Software AG, documenting API products for engineers who had no patience for filler. That audience taught me the job: say what happened, say what to do, stop. When Software AG merged with IBM, I inherited two documentation libraries with two different logics and no one in charge of making them one. That became my favorite kind of work.

The pattern I keep finding: the visible problem (a confusing page, an exclusionary term, a diagram with no alt text) is almost never the real one. The real one is that no standard exists, so every writer improvises. I fix the page, then I build the standard, so the fix outlives me.

Next, I want to do this for products with billions of users, where one sentence carries more weight than most features.