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On 8th March 2017
By George Lewis
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Any organisation’s technical content can become disparate and unconnected if not kept in check. Users are likely to get frustrated with your documentation if it is inconsistent or impossible to navigate, and this can give them a bad impression of your product or organisation as a whole. Without a structured plan, your authors can easily lose track of what information to include and how to write it, and reviewers and document owners can end up with very different ideas of what correct content even looks like.
The three pillars of technical documentation are there to build a framework and set a standard for the content we produce. Keeping up this standard helps readers, authors and documentation owners alike. When documentation is consistent and well-planned, everyone can focus on what is really important: the information. Continue Reading
Creating content, Technical authoring as a service •
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On 8th November 2016
By George Lewis
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The goal of Operational Excellence is to build a sustainable competitive advantage through consistent and reliable operations. This benefits organisations by lowering operational risk, lowering operating costs, and increasing revenues.
These benefits are achieved by designing continuous improvement into standard procedures to ensure that each employee can see the flow of value to the customer, and fix that flow when it breaks down.
Martinez and Bititci, (2006) identify the customer value propositions derived from Operational Excellence as price minimisation and simplicity.
A key component of Operation Excellence is ensuring open knowledge transfer throughout the organisation.
Continue Reading
Control costs, Improve flexibility, Information design, Partners, Product information, Self-service support •
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On 16th October 2016
By George Lewis
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doc-department have received an award from the Institute of Technical and Scientific Communicators for our work on a recent client project.
The award was in the Procedural Information category. The judges commented on the clear instructional design and presentation of the information, as well the quick turn-around of the project.
News, Technical authoring as a service •
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On 30th September 2016
By George Lewis
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Our MD George Lewis spoke at this years Technical Communication UK conference.
The talk – “DevOps documentation: Manage documentation in a shared ownership environment” – focused on how to manage content production when two or more teams or organisations work together to deliver a product or service.
George described how to ensure quality and consistency when multiple teams of experts all need to contribute to the overall goal. Continue Reading
Creating content, Documentation in agile, Improve flexibility, News •
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On 28th June 2016
By Jenni Ajderian
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Making large amounts of information comprehensible and easy to digest is the bulk of what we do as technical communicators. But this is a task for which most people have had no formal guidance.
Information Mapping is already used in the world of business process documentation to break down and re-structure information so that employees do their jobs better. Can a similar approach be taken for technical product documentation?
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Creating content, Technical authoring as a service •
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On 31st March 2016
By George Lewis
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The ScotlandIS Digital Technology Awards showcase excellence within the Scottish technology industry by rewarding the innovation, expertise and ambition of businesses, large and small.
doc-department is sponsoring the awards for the fourth year running.
In previous years doc-department sponsored the award for Outstanding Performance in Business Growth, and the Award for Star Performance of the Year. Continue Reading
News •
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On 24th February 2016
By Chris Burden
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Here at doc-department we like our facts and we like our technical authoring. So to help you impress your friends and neighbours, here are a selection of some interesting facts that you can casually drop into a conversation. Continue Reading
News •
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On 14th January 2016
By George Lewis
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doc-department’s George Lewis will be presenting an STC Live Web Seminar on Wednesday 20th January at 2:00–3:00 PM EST (GMT-5).
AGILE DOCUMENTATION: FIVE LESSONS TECHNICAL COMMUNICATORS SHOULD LEARN FROM AGILE DEVELOPMENT
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Documentation in agile, News •
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On 8th January 2016
By George Lewis
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US documentation standards are very similar to the standards set out for EU documentation. Creating documentation that is compliant with EU standards goes a long way towards documentation compliance in US markets. However for full compliance in the US markets, you need to understand how standards are created and what the key elements you need consider.
So how do you make your products documentation compliant with US regulations? Continue Reading
Creating content, Reduce risk, Standards and compliance •
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On 2nd January 2016
By George Lewis
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Why does the UK have fewer than 10 technical communications companies with 5 or more staff while Germany has over 100?
Do the Germans produce 10 times more products than the British?
Mittelstand companies routinely outsource Technical Communications
As with other specialist disciplines, Mittelstand companies routinely outsource Technical Communications to specialist providers to ensure they have the capabilities they require to achieve their global ambitions. Continue Reading
Improve flexibility, Product information, Reduce risk, Self-service support, Technical authoring as a service •
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On 10th December 2015
By Chris Burden
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European Union (EU) product compliance is recognised by CE (Conformité Européenne) marking. This marking of products is based on compliance with the European Harmonized Standards and is used to show that products comply with the relevant health and safety requirements.
Many of the CE marking directives impact the requirements for user’s instructions. So how do you make your product documentation compliant with EU regulations? Continue Reading
Creating content, Reduce risk, Standards and compliance •
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On 23rd October 2015
By Jenni Ajderian
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Many technical communicators speak of Microsoft Word in hushed tones and with a shiver down their spine, its quirks and inefficiencies often resulting in late nights and low-quality documentation. However, there are some circumstances in which it is necessary to provide documents in Word format, whether that is to adhere to regulations or to ensure that customers can access the file in a recognisable format.
Producing content directly in Word has a number of drawbacks. Communicators can expect to spend a third of their time on formatting, and the rest of it on maintaining and re-using content and templates in a tool which isn’t designed to do either. As a result, documentation takes longer to produce and is of lower quality.
Professional technical communicators responsible for producing content use tools such as MadCap Flare that enable single-sourcing, and output content to multiple different file types to provide greater flexibility.
By using a tool like Flare you get your Word document and much more besides.
Continue Reading
Creating content, Improve flexibility, Single sourcing •
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On 7th October 2015
By George Lewis
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doc-department’s George Lewis spoke at this years Technical Communication UK conference.
The talk – “Liberating Tech Comm: How moving to agile empowers technical authors” – focused on examples of how doc-department have used their technical communications outsourcing model to enable organisations to improve their internal processes by ensuring technical information is communicated effectively between development and operational teams.
George described how doc-department have developed techniques in the areas of content strategy, collaborative authoring”, and single-sourcing, that have dispelled common myths about technical writing.
Together these techniques helped doc-department to create a complete product information platform that enables companies to efficiently deliver content to teams both inside their organisation as well as partners and customers.
All of this is available at a budget accessible to all organisations.
Continue Reading
Content distribution, Creating content, Documentation in agile, Online documentation, Self-service support, Technical authoring as a service •
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On 6th October 2015
By Jenni Ajderian
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Content creators come in all shapes and sizes, and from all sides of an organisation, but do these differences affect the user experience? Before we talk to our customers, should we talk to each other?
Any given organisation has many different voices addressing customers at any one time. With a well-managed content plan, all of these voices sound more or less the same, but the majority of organisations don’t have a content strategy which applies across the board.
How do we avoid these voices clashing so the user experience doesn’t suffer?
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Creating content, Inbound marketing, Information design, Product information •
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On 18th August 2015
By George Lewis
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doc-department’s George Lewis will be speaking at this years Technical Communication UK conference.
The talk – “Liberating Tech Comm: How moving to agile empowers technical authors” – will focus on examples of how doc-department have used their outsourcing model to enable companies to benefit from best-practice technical communication.
George will describe how doc-department have developed techniques in the areas of content strategy, collaborative authoring”, and single-sourcing, that have dispelled common myths about technical writing, and, help doc-department to create a complete product information platform that enables companies to deliver content to many areas of their business.
All of this is available for companies at an affordable budget for all companies. Continue Reading
News •
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On 17th August 2015
By George Lewis
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88% of purchasers say they rely on technical product information to make a purchasing decision. Most customers trust the manufacturer’s website (61%) over other sources of product information (only 5% indicate that video websites are their most trusted source of information). (www.sdl.com/cxm-survey) With these stats in mind, it makes sense to ensure that technical product information is readily available on your website and of a sufficiently high quality to represent your brand. Continue Reading
Content distribution, Improve flexibility, Information design, Online documentation •
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On 17th August 2015
By George Lewis
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Collaborative authoring is a method of producing content using more than one author. Collaborative authoring enables content to be created more quickly, with better quality and provides a more flexible and resilient process. Continue Reading
Improve flexibility, Single sourcing, Technical authoring as a service •
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On 10th August 2015
By George Lewis
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CACI Ltd, a leading supplier of IT solutions, software consultancy and digital services, wanted to enhance the product documentation for one of their software products, Cygnum, to provide improved support for their customers.
CACI engaged doc-department to provide the additional expertise and resources CACI needed to deliver the enhanced product documentation and customer experience.
Continue Reading
Creating content, Online documentation, Single sourcing, Technical authoring as a service •
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On 19th June 2015
By George Lewis
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Congratulations to all those shortlisted for the ScotlandIS Digital Technology (DigiTech) Awards.
The awards recognise excellence within the Scottish technology industry rewarding the innovation, expertise and ambition of businesses.
And the winners are …. Continue Reading
News •
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On 28th May 2015
By George Lewis
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Outsourcing is a cost effective and flexible way for organisations to quickly access expertise or resources to support their operations.
Outsourcing can reduce costs by 40-70% due to greater efficiencies, standardisation, automation, and training. In addition to the cost savings, organisations can also benefit from the following:
- Enhanced capabilities
- Better predictability of service delivery
- Reduced risk
- Improved scalability
Although outsourcing is most commonly associated with IT infrastructure, it is also common to outsource non-core business processes (BPO), for example, accounting and marketing. Realising cost savings and accessing better capabilities in these activities can benefit customers and staff, while freeing resources to focus on core-activities.
But simply “outsourcing” an activity will not fix it if it is not currently working. As the name suggests, you need to have business process in place before you can outsource it. Proximity (talking to the person sat next to you) is not a processes. You need to be able to control a process to effectively outsource it.
Here are five areas to focus on if you want to successfully outsource a business process: Continue Reading
Documentation in agile, Product information, Single sourcing, Technical authoring as a service •
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On 15th May 2015
By George Lewis
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The ScotlandIS Digital Technology (DigiTech) Awards recognise excellence within the Scottish technology industry rewarding the innovation, expertise and ambition of businesses.
doc-department is sponsoring the awards for the third year running.
UPDATE: Finalists have been announced… Continue Reading
News •
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On 14th May 2015
By Chris Burden
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We have many ways to measure how healthy we are – blood pressure, BMI, heart rate, cholesterol levels, age, temperature and many more. From these measures we know what is good or bad health.
Using this analogy, documentation standards are measures of the “health” of your documentation. Does your documentation help the reader? Does the documentation make it easy to find the information the reader wants? Just how good is your documentation? Continue Reading
Product information, Reduce risk, Standards and compliance, Technical authoring as a service •
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On 11th May 2015
By Jenni Ajderian
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Personas have been making their way into technical documentation through a marketing-shaped side door. Product Management and Marketing departments alike have long been using personas to target potential buyers, but their content isn’t the only thing buyers see.
Nine out of ten potential customers now look at technical documentation before making a purchasing decision, so why should personas not also be used when creating technical product information? Continue Reading
Creating content, Information design, Technical authoring as a service •
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On 2nd April 2015
By George Lewis
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Arkivum, a provider of digital archiving services with a 100% data integrity guarantee, was preparing for a new major release of their application. This provided the opportunity to overhaul their existing product documentation.
For the new product release, Arkivum had implemented their new brand and wanted this reflected in the product documentation. In addition, Arkivum wanted to move their documentation online to make it more accessible to users and staff.
After being unable to find a traditional freelance technical writer available at the right time, Arkivum turned to doc-department. Continue Reading
Creating content, Improve flexibility, Technical authoring as a service •
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On 27th March 2015
By George Lewis
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Sumerian, a predictive IT analytics company, needed to update the user assistance for their flagship Capacity Planner CPaaS (Capacity Planning as a Service) ready for the next release. Capacity Planner is an innovative solution helping leading global enterprises to de-risk their IT plans and reduce IT costs by addressing typical infrastructure capacity planning challenges.
Sumerian were looking for a freelance technical writer to provide short-term technical writing resources to help them update the user assistance. Sumerian were having difficulty finding technical writers with the right expertise and domain knowledge. Continue Reading
Single sourcing, Technical authoring as a service •
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On 19th March 2015
By Jenni Ajderian
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The importance of standardised training in technical communication is still under discussion. Though over two thirds of the UK’s technical communicators have at least 10 years’ experience in the industry, few have been through formalised training.
In many cases, technical communicators are a rare breed of untrained professional, qualified by their experience alone. For those working in content creation for over 20 years, much of this experience will have been garnered in a pre-internet era.
When it comes to bringing new talent into the profession, graduates and other new starts need to get up to speed as quickly as possible, without the benefit of a decade’s experience. Without training, this experience would have to come through trial and error.
Because of doc-department’s commitment to continual development, I was put straight onto TCTrainNet’s six month technical communicator course. Here, I was able to learn from industry experts while contributing to high-quality work. Continue Reading
Technical authoring as a service •
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On 2nd February 2015
By Keith Kirkwood
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As part of a recent project, a client required a set of user and operations documents with some of the content also presented dynamically as online help and embedded tooltips. This had to align with their agile development cycle and allow for a 2-stage review and approval process.
To deliver this, doc-department have constructed an automated solution using DITA and continuous integration tools which both satisfies the client’s requirements, and makes life easier for our authors when creating and updating content.
Requirements for product documentation
- Multiple output types – source topics needed to be built into a set of PDF documents, and a subset of the same topics supplied as online help.
- Dynamic content – online help content required to be displayed dynamically based on user profile.
- Embedded help – tagged portions of the online help topics were to be extracted and embedded into the product UI as text and tool tips.
- Design – adherence to branding guidelines, formatting and layout, and UI design was required across the deliverables.
- Review process – content was required to go through a 2 stage review and approval process following good practice.
- Agile development process – content creation and updates needed to align with the client’s 2-weekly agile development cycles.
Continue Reading
Documentation in agile, Technical authoring as a service •
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On 29th December 2014
By George Lewis
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Consistency of terminology and language is an important dimension of the quality of content. Using clear, unambiguous terms and language makes content easier for the reader to understand, and therefore is more likely to achieve the objective of communicating information.
There are also practical benefits from using terms and phrases consistently:
- Reduced time and cost to produce content by simplifying production
- Reduced time and cost to translate content due to consistent use of language
Continue Reading
Documentation in agile, Product information, Single sourcing •
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On 26th November 2014
By George Lewis
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Watch this short video to find out about doc-department and technical authoring as a service. Continue Reading
Single sourcing, Technical authoring as a service •
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On 11th November 2014
By George Lewis
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A mature content production process reduces churn, improves constancy and improves quality.
With agile development processes becoming mainstream, technical authors have needed to refine their content production processes to meet the new requirements introduced by agile development.
The discipline required to ensure that technical documentation is completed within each iteration has led to a number of additional benefits, for example, more consistent content, modular content, and shorter delivery times.
With 50% of content marketers saying their biggest problem is creating content consistently, marketing teams should leverage the content production that is already happening in their organisation.
Here are 5 ways marketing teams can engage with technical content production teams to ensure they have consistent, high-quality content. Continue Reading
Product information •
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On 24th October 2014
By George Lewis
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50% of content marketers say their biggest problem is creating content consistently, and 54% say that producing engaging content is a challenge, according to a Content Marketing Institute study. Product companies already have a wealth of varied content available to them that they may not be fully exploiting – the user documentation. According to IBM 88% of purchasers use technical product information to make their purchasing decisions, so this type of content is also engaging for potential customers. Companies that make their user documentation available online report that it generates 50% of leads. So if creating engaging content is a challenge for you, your technical product information should be a part of the content strategy for your inbound marketing. Here are 5 ways publishing user documentation can support your inbound marketing strategies: Continue Reading
Content distribution, Control costs, Creating content, Improve flexibility, Inbound marketing, Product information •
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On 24th September 2014
By George Lewis
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Reactec, the UK leader in Hand Arm Vibration (HAV) risk management, wanted to rationlaise and standardise their product documentation ahead of the fast-tracked launch of their new cloud-based reporting platform – the Reactec Analytics Platform (RAP).
While Reactec’s documentation covered their existing range of hardware products, the introduction of the cloud-based analytics platform provided the opportunity to standardise and rationalise all their product documentation. Continue Reading
Creating content, Single sourcing, Technical authoring as a service •
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On 12th September 2014
By George Lewis
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Our brains use prior knowledge to help us understand the world around us to enable us to make quick decisions. But it also influences how we interpret what we hear and read, which is not so helpful when it comes to proofreading content that we have written ourselves.
Click here for a great example of this from Alexis Madrigal (@alexismadrigal).
If you have written the content, you know what it is supposed to say. So when you try to proof read that content, you read what you are expecting to read, making it difficult for you to spot errors.
Ideally you’d get someone else to proof read your content for you. But if you can’t, here are five techniques you can use to help you proof read your own content. Continue Reading
Creating content •
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On 28th August 2014
By George Lewis
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There are many benefits for an organisation in moving to a single-sourced, topic-based authoring methodology such as DITA for their product documentation. Jacquie Samuels has provided a good list of the pain points that DITA can help solve.
In another of her articles about DITA-XML adoption, Jacquie also points out that DITA, like any other new technology, needs to be implemented correctly to achieve its intended benefits.
“DITA Adoption is not something you can accomplish overnight. DITA is a major investment of time and effort, and it requires careful planning and implementation.”
Continue Reading
Single sourcing, Technical authoring as a service •
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On 13th August 2014
By George Lewis
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Product documentation can be a great marketing asset for promoting both your product and your organisation.
Customers rely on product information to inform their purchasing decisions, so product documentation can be used to support marketing initiatives.
- Product documentation has a range of content targeted at different audiences. This can be a valuable source of content for marketing automation strategies.
- The content is full of keywords, links and is well structured; all of which improves SEO.
- High-quality product documentation ensures customers get the full value out of their product, so building loyalty.
But poor-quality product documentation, like a poor-quality product, can have a negative effect. Poorly written content or inaccurate information can frustrate and drive away customers.
So how do you ensure that your product documentation is of sufficiently high-quality that you can benefit from it? Continue Reading
Creating content, Technical authoring as a service •
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On 24th July 2014
By George Lewis
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Just because no-one reads the manual from cover to cover doesn’t mean that they don’t want some of the information that is in it.
Over 450 organisations have now adopted DITA-xml for their technical product information because it allows them to make that information easily available to the people who need to know it. This is not only useful for the existing and prospective customers, it can also be a life saver.
Product information is moving from a “document” paradigm to a “topic” paradigm. Nowadays content is most commonly accessed using search engines on the web or a smartphone. This means that content is no longer consumed in a linear way – starting from page one and reading all the way through. Documents are not suited to this type of consumption – but topics are. Continue Reading
Creating content, Single sourcing, Technical authoring as a service •
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On 14th July 2014
By George Lewis
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Technical product information is a decisive factor for purchasing decisions. According to a survey from IBM, customers say that high-quality technical product information is an important factor in the perception of a company (84.5%), of the quality of a product (96.4%), and also in the initial purchasing decision (88.7%).
So how do you ensure that your technical product information is readily available to prospective customers and of a sufficiently high quality to represent your brand appropriately? Continue Reading
Inbound marketing, Single sourcing, Technical authoring as a service •
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On 30th June 2014
By George Lewis
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Our founder, George Lewis, in the Herald’s SME Focus discussing the origins of doc-department, and the motivations for his move to Edinburgh.
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News •
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On 30th June 2014
By George Lewis
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Watch this short video to find out how working with doc-department can improve your product documentation process.
Continue Reading
Single sourcing, Technical authoring as a service •
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On 24th June 2014
By George Lewis
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Well done to all those that were involved in the ScotlandIS Digital Technology Award. I think a good night was had by all.
doc-department sponsored the award for Outstanding Performance in Business Growth. On the short list this year were:
And the finalist were: Continue Reading
News •
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On 27th May 2014
By George Lewis
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As a fast growing company, doc-department understands the challenges that companies face as they expand. For this reason, we decided to sponsor the ScotlandIS Digital Technology Award for ‘Outstanding Performance in Business Growth for a Small Company’ again.
It’s great to see the shortlist of companies nominated for the award this year:
Continue Reading
News •
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On 30th April 2014
By George Lewis
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While reading the most recent Institute of Technical Writers (ISTC) survey, I was surprised by the experience profile of ISCT members – over a third of technical writers in the UK have more than 20 years experience.
I would have expected a bell curve distribution of experience. So why is this profile so skewed to the right? And why are there so few junior technical writers? Continue Reading
Improve flexibility, Technical authoring as a service •
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On 31st March 2014
By George Lewis
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Modern technical writing tools and methodologies have encouraged the use of automated tasks to reduce the amount of duplicate content by single sourcing content across documents and media. This benefits companies by reducing the total amount of content, and, therefore the time to create or update that content and the documents it goes into.
Reducing the amount of content also has a significant impact on cost of translation. Translation is typically charged per word. And if you are translating into multiple languages, that is an additional saving for each language your content is translated into.
So the reducing the content you have to translate means more savings. Well, for automated documentation processes, it is not as simple as that. Continue Reading
Single sourcing •
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On 3rd March 2014
By George Lewis
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Regardless of what you call them – technical writers, technical authors, technical communicators, technical publishers – these individuals play a vital role in your organisation. So when you’re hiring one for a part-time, full-time or contract position, you need to make sure you choose the most suitable person.
Our top 10 tips: Continue Reading
Control costs, Technical authoring as a service •
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On 7th February 2014
By George Lewis
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During a recent phone call I was reminded that many organisations are still unaware that technical writing service companies are available as an alternative to freelance technical writers.
Don’t get me wrong, freelance technical writers are an invaluable resource pool for an established technical writing team that requires an additional, short term resource. However, organisations that only require a single technical writer should look at alternatives before calling the recruitment agency.
The following points cover key areas of comparison between a technical writing company and a freelance technical writer. Continue Reading
Improve flexibility, Technical authoring as a service •
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On 17th January 2014
By George Lewis
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The goal when writing a technical document, whether a user guide, installation manual or reference guide, is to quickly communicate the necessary information to the reader whether they need to use, operate or support the product.
Here are our top 10 tips to bear in mind: Continue Reading
Creating content, Technical authoring as a service •
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On 6th January 2014
By George Lewis
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Everyone has Microsoft Word, so it’s not surprising that a lot of product documentation starts its life in Word.
However, as an organisation develops, so do its products. And, as with all other processes that support those products, the product documentation must evolve too.
The tools that may have served well initially reach their natural capacity, and it’s time to move on. Continue Reading
Control costs, Creating content, Improve flexibility, Technical authoring as a service •
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On 13th December 2013
By George Lewis
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Typically, technical documentation includes warnings, cautions and notices. These notices are used to highlight important and potentially hazardous information.
In our documentation these notices comply with ANSI Z535-6 and ISO 3864-2:2004 graphical standards. These standards define the look and design of notices in documentation.
ANSI safety notices are made up from a safety alert symbol with a signal word and some notice text. In print documentation, the graphical element is positioned in the margin to draw attention to the notice.
So how do you comply with these standards when you single-source content over multiple output sizes and formats?
We needed to provide a single method that could be used in all output formats. Continue Reading
Single sourcing •
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On 26th November 2013
By George Lewis
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We are often asked what is the difference between copy writing and technical writing. The key difference I highlight is the purpose of the content and the audience for whom it is written.
Copy writers tend to write one off content for people interested in a subject, while technical writers create content throughout the life cycle of a product, writing it to help users achieve a goal.
We have written a more in depth article on this topic in our FAQ section: The Technical Writer versus the Copy Writer
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Technical authoring as a service •
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On 20th September 2013
By George Lewis
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We hear all the time that mobile apps don’t need documentation because they are simple and easy to use. That is usually the case with consumer apps, but enterprise apps are by their nature more complex – because they interact with other systems. And, more importantly, trial and error is not an option as a learning strategy when business critical data is at stake. Continue Reading
Content distribution, Control costs, Creating content, Online documentation •
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