One of the big challenges facing companies is the ability to effectively communicate technical information to customers and staff.  This is especially true in customer service scenarios where your staff must explain technical and sometimes complex ideas to a non-technical end-user.  But also is just important when training employees to follow company policies and procedures and follow specific protocols.

But when it comes time to train your employees or create technical documentation, either no one is available to fulfill that role, or most people are too technical or not technical enough to perform that role.  For example, engineers and developers are usually too technical to write end-user manuals, while your average end-user may know how to use the software or perform the task, but lack the technical knowledge to explain it well to others without missing important points.

This is where we come in.  We can come in and assist in creating customized documentation and training materials.  WisTex can facilitate the process and work with your internal staff in creating documentation, and even train your team on how to take over the creating and maintenance of company documentation.  Some of our customers have us create the initial documentation structure and have their staff update the initial version, while other customers will have us maintain their documentation for them.  Other customers ask us to make their existing documentation look more professional, especially in the cases where it is customer-facing.

We can also re-purpose existing documentation and rewrite it so that it is appropriate for a different audience.  For example, taking internal technical documents and extracting the relevant information that consumers may need to use your product or service.

The process technical writing process typically includes these steps:

  1. Developing a plan for documentation, including what types of documentation to be created, what audience it is for, and how it will be distributed.  This also includes the roles team members will have on the project and what the approval process will be for initial publishing and future changes.
  2. Working with your existing staff to create the desired documentation.  This may include having some of your staff participate in the writing process and to gather relevant information.
  3. Gather information from reliable existing sources, such as internal and external documentation.
  4. Writing and compiling contributions from your staff into an attractive finished product.
  5. Editing the documentation and verifying information for accuracy.
  6. Publishing the finished product.

Some of the types of documents we can help create include:

  1. Web-based Knowledge Base Articles and Support Portal.
  2. Internal Operations Manual (web-based, printed and/or PDF)
  3. Getting Started Guides (web-based, printed and/or PDF)
  4. Product or Service Manuals (web-based, printed and/or PDF)
  5. How-to Videos for computer-based products and services.

If you would like assistance in planning or creating documentation for your company, please contact WisTex at 832-303-0059 to discuss the possibilities and how we can serve you.