More Than Just Writing
Technical writing is more than just writing some instructions down and giving it to people. It is presenting information in a way that can be quickly understood, digested and utilized.
The formatting and structure of support documentation is important. A well formatted support document allows people to skim the article to find what they need, and contains enough information to explain important concepts and instructions without overwhelming the reader.
It is also designed to further an organizational purpose.
For example, customer support documentation can reduce support calls, chats & tickets, give customers 24 hour access to assistance, and gives prospective customers a glimpse of what you offer and how it works.
You can also use customer-facing support documentation for marketing purposes, showing prospective clients how easy it is to use your services, and offering existing customers upgrades and related services.
Internal documentation will make employees more efficient and consistent, since they can have instant access to policies and procedures, and can share knowledge and expertise.
Well designed documentation helps keep customers happy, and reduces labor costs by making your employees more efficient and reducing the number of support calls received.
Organized & Searchable
And to tie everything together, the information must be organized and searchable.
This means including important keywords in the articles, and cross-linking related content, as well as placing articles in a category, and organizing the content into a hierarchical structure to help people find related content.
This is very important, especially in cases where there is jargon and technical terms that new people may not understand yet. Multiple means of navigation are important so people can find what they are looking for even if they don’t know the correct terms to search for.
If you are looking for something like this for your organization, I would love to work with you.
I can assist you in many ways, including:
- writing articles
- formatting and publishing articles
- setting up a support portal, knowledge base or wiki
- organizing an existing website, knowledge base or wiki
- creating a style guide
- training and supervising technical writers
- creating and implementing a strategy that aligns with your business interests
If it is an ongoing project, I am available for hire as a W2 employee, and for smaller projects, I can work though a temp agency or my company can bill you directly.
Contact me for more information. I look forward to hearing from you.