English for Software Professionals: Client & Manager Talk - Explaining Work to Non-Technical People
This outlines common scenarios and phrases for explaining technical work to clients and managers who don't have a technical background. Focus is on clarity, avoiding jargon, and focusing on value rather than how.
I. Core Principles:
- Know Your Audience: Are they completely unfamiliar with tech, or do they have some understanding? Adjust your language accordingly. Err on the side of simpler.
- Focus on Benefits, Not Features: Instead of what the code does, explain what it allows the user to do or how it solves a problem.
- Use Analogies & Metaphors: Relate technical concepts to everyday experiences.
- Avoid Jargon: Absolutely crucial. Replace technical terms with plain language. (See "Jargon Buster" section below)
- Visual Aids: Diagrams, mockups, and even simple flowcharts can be incredibly helpful.
- Check for Understanding: Regularly ask, "Does that make sense?" or "Are there any questions about that?" Don't assume understanding.
- Be Patient: It takes time for non-technical people to grasp complex concepts.
- Emphasize Reliability & Security: These are often top concerns for clients and managers.
II. Common Scenarios & Phrases:
A. Explaining Progress (Status Updates):
- Instead of: "We've completed the refactoring of the authentication module and are now integrating the new API endpoints."
- Try: "We've finished improving the security of the login process and are now connecting it to the new services that will allow [benefit - e.g., faster loading times, more features]."
- Phrases:
- "We're on track to deliver [feature] by [date]."
- "We've made good progress on [task], and it's currently being tested."
- "We've addressed the issue with [problem] and it should now be working as expected."
- "We're currently working on [task], which will allow users to [benefit]."
- "We're focusing on making sure everything is stable and reliable."
- "We're building the foundation for [future feature]." (Good for explaining work that isn't immediately visible)
B. Explaining Delays/Challenges:
- Instead of: "We encountered a blocking bug in the third-party library."
- Try: "We ran into an unexpected issue with one of the tools we're using, which is causing a slight delay. We're working with the tool provider to resolve it quickly."
- Phrases:
- "We've encountered a challenge with [area], but we're actively working on a solution."
- "This is taking a little longer than expected because [reason - explained simply]."
- "We've identified a potential issue that needs to be addressed to ensure [benefit - e.g., data security, smooth user experience]."
- "We're prioritizing [task] to minimize the impact of this delay."
- "We're exploring alternative solutions to get back on schedule."
- "We're being careful to address this properly to avoid bigger problems down the line."
C. Explaining Technical Debt (Carefully!):
- Instead of: "We have significant technical debt in the codebase."
- Try: "We've made some quick decisions in the past to get things working quickly, and now we need to spend some time improving the underlying structure to make it more reliable and easier to update in the future." (Frame it as investment in future stability)
- Phrases:
- "To ensure the long-term health of the system, we need to invest some time in improving the underlying code."
- "This will allow us to add new features more quickly and reliably in the future."
- "Addressing this now will prevent potential problems and costs later on."
- "Think of it like maintaining a house – sometimes you need to fix things behind the walls to prevent bigger issues."
D. Explaining Security Measures:
- Instead of: "We've implemented multi-factor authentication using OAuth 2.0."
- Try: "We've added an extra layer of security to protect your account. Now, in addition to your password, you'll also need a code sent to your phone or email."
- Phrases:
- "We're taking steps to protect your data and ensure its security."
- "We're using industry-standard security practices to safeguard your information."
- "This update will help prevent unauthorized access to your account."
- "We're constantly monitoring the system for potential threats."
III. Jargon Buster (Common Tech Terms & Plain Language Alternatives):
| Jargon | Plain Language |
|---|---|
| API | A way for different computer systems to talk to each other. (Think of it like a waiter taking orders between the kitchen and the customers.) |
| Algorithm | A set of instructions for solving a problem. (Like a recipe.) |
| Backend | The part of the system that handles the data and logic. (What happens behind the scenes.) |
| Frontend | The part of the system that the user interacts with. (What you see and click on.) |
| Database | A structured way to store and organize information. (Like a digital filing cabinet.) |
| Debugging | Finding and fixing errors in the code. (Like troubleshooting a problem.) |
| Deployment | Making the software available for users. (Like launching a new product.) |
| Framework | A pre-built structure for building software. (Like a template or a set of building blocks.) |
| Integration | Connecting different parts of the system together. (Making them work as one.) |
| Scalability | The ability of the system to handle more users or data. (Being able to grow without slowing down.) |
| Refactoring | Improving the internal structure of the code without changing what it does. (Cleaning up and organizing the code.) |
| Repository | A central location where the code is stored. (Like a shared folder for the project.) |
| Version Control | A system for tracking changes to the code. (Like a history of edits.) |
| Cloud | Using servers and services over the internet instead of owning them yourself. (Like renting computing power instead of buying it.) |
IV. Practice Scenarios (Role-Playing):
- Scenario 1: Your client asks, "What exactly is 'the cloud'?"
- Scenario 2: Your manager asks, "What's taking so long with this feature? I thought it was just a small change."
- Scenario 3: You need to explain to a client why a feature they requested is technically difficult and might require a different approach.
- Scenario 4: You need to explain to your manager that a third-party library has a security vulnerability and needs to be updated.
V. Key Takeaway:
Effective communication with non-technical stakeholders is essential for successful software projects. Prioritize clarity, focus on value, and always check for understanding. Remember, you're not just explaining what you're doing, you're explaining why it matters.