Technical writing transforms raw facts into accessible knowledge and instruction, for publication in a traditional paper format or on-screen. We follow a well-established development process for this work, which encompasses:

• Researching the subject, using written material, interviews, demonstrations and prototypes
• Structuring and organizing information logically
• Defining and refining terminology
• Writing clearly, unambiguously and accurately, in good English
• Using a tone and approach that is suitable for the reader
• Using presentation techniques such as lists, tables, links and graphics to help convey information
• Creating keywords and indexes
• Making sure content is tested and validated for accuracy and conformance

We have particular expertise in producing software documentation, including technical reference information aimed at software engineers and IT professionals, as well as guides and online Help for end users. Our portfolio includes some examples. A key benefit of our services for software producers is that we bring an informed but fresh view on the software functionality and user interface. This not only ensures that the documentation is suitable for its external audience, but also means that we can provide useful feedback on the usability of the software as we work through scenarios and check dialog detail.

Development process

We follow a broadly similar development process for all types of document, though the degree of formality will vary depending on our client's preferences and the complexity of the project.

The starting point for development is a clear specification of requirement: the readership and purpose, the delivery format, applicable standards, and any key dates and dependencies. This specification may come out of our own design and planning activities, or be part of an existing documentation plan. At this stage we also make sure that we have identified all the relevant individuals and their responsibilities: the technical author responsible for document creation and delivery, technical contacts responsible for checking factual accuracy, authority for acceptance and publication and so on.

The technical author begins with information collection and the detailed design of the document's structure and content. They may work from existing material such as technical specifications, from interviews and informal query sessions with technical contacts, and from other sources such as prototype products and prior knowledge. The result of this work is a synopsis for the document, which the client may formally sign off where appropriate.

The author then drafts the document. During this stage the emphasis is on accuracy and completeness of material and on getting the approach right for the readership. This means following up any gaps or inconsistencies that emerge during drafting, as well as getting client comments on one or more review drafts. The author also creates or procures whatever illustrations or graphics are needed. Drafts may be peer-reviewed by other authors, especially where there are project-wide standards to be met, and online documents may need additional testing to make sure links, scripts and context-sensitive Help function correctly.

Once the draft has been reviewed and checked, the author can complete the document, taking account of comments and requests for changes that have been received. If there are many different parties involved, the author may arrange a review and resolution meeting to consolidate the comments and make sure everyone is happy with the way they will be dealt with. The resulting final draft is submitted to the client for approval. The client may make approval subject to final comments and corrections, such as those arising from formal validation alongside a software product, though if the review process has been successful these would normally be very minor at this stage.

Finally, the author prepares the document for delivery. This includes making any changes on which acceptance depends, and completing whatever document processing or file generation is needed to deliver in final format. Depending on the specification, deliverables might include:

• Editable source document files (for example, Microsoft Word, Framemaker or XML files)
• PDF print image and online view files
• Web pages
• Online Help files in WinHelp, HTML or complied HTM (.chm) format
• CRC (camera-ready copy)
• Copies of printed books, manuals or cards