Serving two masters: Working with matrix management

Matrix management is an organizational structure that gives one person two or more bosses. Technical communicators may be in a formal or informal matrix structure, either of which can cause predictable problems and opportunities for their managers. Problems include defining which manager has authority for document quality and quantity, nature of work, hiring, and performance reviews; agreeing on who pays for training equipment, and time spent outside a project; and handling writers' stress and conflicting loyalties. Opportunities in a matrix structure include developing additional management skills. Managers can minimize matrix problems by emphasizing communication, flexibility, and trust.