In this episode, Ren Taylor sits down with Kaitlyn Snook, Technical Communicator at ACS Technologies, to talk about her journey into technical writing—from studying computer science to discovering her passion for communication and user experience.

Caitlin shares what it’s like to spend 13+ years at the same company, growing from technical writer to UX content designer, and how her team transformed from unstructured wikis to a modern structured content environment. She opens up about the unique challenges of writing for church management software, the importance of empathy in documentation, and why content should never be used to cover up a broken UI.

From creative ways to keep docs feeling fresh to the power of direct user feedback, Kaitlyn's story highlights how technical communication can make a real difference in people’s daily work.