Federico Marafin, Senior Technical Writer at XTEL, shares his insights on creating impactful documentation that truly delivers value. He emphasizes that the primary goal of any documentation is to meet the needs of its audience—whether it's helping customers onboard smoothly or enabling internal stakeholders to achieve their objectives. Federico highlights the importance of understanding your audience, stepping into their shoes, and anticipating what they need to use the tool seamlessly. He underscores the role of effective two-way communication in technical writing. On one hand, engaging with developers and engineers ensures accuracy, while on the other, connecting with customers provides real-world insights. Federico advises technical writers to actively gather information by interacting with all relevant stakeholders and stresses the importance of incorporating customer feedback to improve documentation. Creating opportunities for customers to provide feedback or even interact directly with the documentation team can significantly enhance the quality and usability of the content, he concludes.