The 5 Whys with Randee Napp of ECHO Inc.

In this episode of Behind the Docs, Ren reconnects with Randee Knapp, Tech Pubs Manager at ECHO Inc.—one of the very first people she met in the TechComm community.

Randee shares her journey from an unexpected start in technical writing to leading a team through large-scale change, including ECHO’s transition to DITA. Along the way, she offers candid insights into:

1. What it takes to guide a team through major process and tooling shifts
2. Why tech writers need to balance accuracy, clarity, and empathy
3. Lessons learned from implementing structured content in a high-stakes industry
4. The role community and mentorship play in career growth

Blending personal stories with practical advice, Randee shows how technical communication is as much about people as it is about tools and standards.