Frequently-asked questions about documentation...

What is technical writing?

Basically, it's writing documentation for products and services. It usually involves translating technical or complex information into a format that's easy to understand, whether the audience is someone with specialized technical knowledge, fellow employees, or a typical customer.

It can also involve designing the document's layout, producing screen shots or graphics, deciding how to structure the information, developing a navigation system, adding interactive elements such as multimedia, editing, and publishing & distribution.

Why does my software need documentation?

When you include high-quality documentation with your software, it says to customers, "We want you to get the most out of our product." If you take care of your customers, they'll stay with you -- and come back for more.

But if you sell an application that has no help system, user manual, or even an online FAQ, what will a customer do if there's a problem? Your staff will end up spending their time answering repetitive support questions when they could be doing more productive tasks.

What should I look for in a technical writer?

Of course, excellent spelling and grammar are only the tip of the iceberg. A good technical writer should also have:

• Extensive hands-on experience with technology.
• Understanding of the software development cycle (plus its inevitable delays and challenges).
• Excellent project management skills.
• An organized and methodical approach.
• The ability to be objective -- to "think like a customer."
• The ability to provide ongoing support and evaluation.
• Creativity -- an eye for effective design and layout.

I'll just get my programmer or technician to write the manual.

That sounds like a logical solution, since they know the product inside-out from a technical standpoint. However...

• Are they experienced in design, formatting, and layout?
• Can they write in a clear, focused style that your least-technical customers will understand, yet still provide sufficient information for the more knowledgeable customers?
• Do they understand how to organize the information effectively?
• Can they approach your product objectively, pretending they are a typical customer who knows nothing about the product or how to set it up?

Won't it be expensive to have it written for us?

It can be, if you work with someone who doesn't take the time to thoroughly understand your goals and your product before the writing process begins. Shop around, get a few quotes, and then go with the person/company you feel most comfortable working with.

Cost is a major issue for many businesses, especially for start-ups and small development shops. One solution that we recommend is to write the basic information yourself, then turn it over to us for content organization, formatting, editing, and publishing. Research and writing are usually the most time-consuming (and therefore expensive) part of the documentation process, so with this solution you'll save money but still get a professional end-product.