Creating Roles That Did Not Exist Before

Toss Technical Writing Chapter has expanded its role beyond simple documentation to designing organization-specific knowledge systems to align with the AI era. While the traditional TW role focused on writing documents, the current focus is on integrating scattered knowledge from code, conversations, and deployments into a Single Source of Truth and creating a structure usable by both humans and AI.

This change was driven to solve problems arising from AI's inability to understand an organization's unique context and history. Since AI requires accurate knowledge and context to provide useful answers, the importance of documentation has surged. To address this, Toss developed the interactive chatbot Mr. Park, which provides answers with sources when queried from existing messaging tools and IDEs, thereby improving document accessibility.

Key Work Areas

Toss Technical Writing Chapter operates in the following four areas:

• Product Building: Building and operating the internal knowledge management platform todoc.
• Organization-Specific Documentation Leads: Embedded in each organization to integrate scattered knowledge according to organizational characteristics.
• Eliminating Manual Work: Standardizing the document writing and review process through AI workflows and automation.
• Culture Building: Improving knowledge capture methods within the organization by educating on writing documentation that is easy for AI to understand and operating a knowledge committee.

Role Redefinition and Future Goals

The team, initially consisting of 1 person, has grown to 3 and is currently hiring additional staff. Although the job title remains 'Technical Writer', the actual work is closer to designing the organization's knowledge infrastructure. The ultimate goal is to make ourselves unnecessary, creating an environment where the organization can generate and manage knowledge on its own without technical writers.