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Technical Writing

Struggling to create clear and comprehensive guides, user manuals, online help, process descriptions, or training material? We can help.

twi-technical-writing-img-1Technical writing involves transforming complex information about products, services, and processes into clear, accurate, and readable content that is appropriate for the intended audience. Also referred to as information development, content authoring, and user assistance, professional technical writing produces high quality and user-friendly documentation. It is a tangible and valuable business asset that:

  • Clarifies for potential customers how they can benefit from buying your product and so increases sales.
  • Explains to users how to set up and use your product, reducing support costs and increasing customer satisfaction.
  • Educates your internal team on your processes, reducing training costs and improving productivity as everybody is clear on expectations.
  • Ensures high-quality English source content, which is cheaper and easier to translate and localise into follow-on languages
  • Complies with legislation, standards, and best practices for your industry (and corporation if it comprises multiple companies or divisions), giving you peace of mind.

Our team at TWi is experienced, qualified, and focused on providing scalable technical writing services to leading multinational corporations who develop IT, Pharma, and MedTech products. They are up-to-date with industry standards, best practices, tools, technologies, and delivery formats, as well as the emerging trends in a rapidly evolving field.

PROCESS

We create technical writing deliverables based on a structured documentation plan, using customised style guides and templates. The writing process itself can vary depending on the project, but typically includes the following steps:

  1. Gathering requirements and product knowledge, for example, by analysing technical specification documents or marketing collateral.
  2. Reviewing documentation about similar offerings from the client and their competitors.
  3. Experimenting with the product, using trial and error to complete tasks, or reviewing demos.
  4. Analysing the information needs of the target audience and planning how to meet these needs (generally by role and task) in accordance with an agreed timeline.
  5. Compiling a list of questions and interviewing subject matter experts (SMEs) to fill gaps in your knowledge.
  6. Designing the structure and layout of the deliverables and creating first drafts of the documentation with a focus on accurate, user-friendly content.
  7. Undertaking cycles of internal peer review and technical client reviews.
  8. Assessing feedback, reworking drafts, and resubmitting for review until the client signs off the final versions.
  9. Publishing quality-checked final deliverables in the required format (for example, online, print, or embedded within the product itself).
  10. Compiling feedback on the documentation from the intended audience to integrate into the next release as appropriate.

 

TALK TO US TODAY

Call us on +353 (0)21 242 8800 or complete our simple enquiry form to let us know about your technical writing needs. We look forward to hearing from you!

 

TYPICAL DELIVERABLES

Again, the list of deliverables is different for each project because we tailor our documentation plans to meet your specific needs. However, all software documentation plans typically include some of the following:

  • Glossaries: A list of terms and definitions, that is used within the software and throughout the accompanying documentation
  • User interface text: Onscreen text that appears within the software by default, including button, icon, and field labels, as well as system messages
  • Built-in context-sensitive help: Useful information built into the software that users can refer to directly if they run into difficulty performing a specific task, including frequently asked questions (FAQs) and process descriptions for example
  • Quick start guides: Concise information covering the main tasks a user needs to perform and the steps involved to start using the software productively
  • Configuration or upgrade guides: Detailed information for technical users covering all of the settings that need to be made to integrate the software with an existing IT landscape
  • E-learning and/or classroom training material: Instructional content to provide upfront learning for users who are expected to perform specific tasks using the software. Note that there could be multiple variants for different user groups (end users and IT administrators, for example, require very different material)
  • Simulations or videos: Rich media content offering a walkthrough of the software and illustrating how to perform certain tasks, which may be in demo or interactive mode
  • User manuals: Detailed and comprehensive information that end users can refer to on a daily basis for step-by-step instructions on how to work with the software, together with advice on troubleshooting
  • API documentation: Practical instructions for developers outlining how they can build on top of the software to modify or enhance it

If you work in the Pharma or MedTech space, your documentation plan would look quite different and include deliverables such as process descriptions, test protocols, instructions for use (IFUs), standard operating procedures (SOPs), and work instruction documents. Technical writing is our core competency – whatever your industry and challenges, we can create a unique documentation solution to address them. Talk to us today about your needs and find out how we could make your life easier. Remember we also offer editing and proofreading services, as well as documentation-related training, project management, and consulting if you want to use our expertise to develop yours.

WHAT OUR CLIENT SAID

At Metalogic, we worked with TWi to produce a comprehensive Business User Guide for an Oracle-based, profit share calculation system. We developed this solution for a multinational insurance company. The purpose of the guide was to enable administrators and day-to-day business users to use the system to input precise information in order to process, adjust, and report on highly complex financial calculations.

We were impressed by how quickly the writing team came up to speed and reviewed the large number of technical use case documents. The writers demonstrated an ability to pinpoint the information that was most relevant to the users and identify where the gaps were. Our development expert and the writers worked closely together and knowledge sharing between the writers themselves was seamless.

We and our client were very happy with the clear and well-structured documentation delivered by TWi. We commend the team on the high quality of the final deliverables and would have no hesitation in working with them again.

John Rushe, Managing Director, Metalogic