1. Creating a Role That Didn’t Exist Before

*This is the English version of a previously published article.Hi, I’m Juyeon Han, Technical Writing Chapter Lead at Toss. In this series, I’ll share how Technical Writers (TWs) at Toss have expanded our role from simply writing documentation to designing the systems that manage knowledge across the organization.“Why is this built this way?”It’s the kind of question you hear, and ask, all the time at work. Maybe you track down the person who wrote the code and try to piece together what they remember. Maybe you dig through a year-old thread for context. And sometimes, there’s simply no one left to ask.As we rely more on AI, this problem becomes even harder to ignore. AI may know a lot about the world, but it doesn’t know the context and history unique to your organization. So every time you ask it to do something, you have to fill in the gaps.People often say that code is the Single Source of Truth (SSoT). But code only preserves the outcome. It can tell you what something does, but not necessarily why it was built that way or what decisions led to it. Most of us have probably stared at uncommented code at some point, trying to figure out how we got there.That’s why I believe docum...