DOCUMENTATION EXPRESS
A Division of Senior Management Services

"Technical writing that makes sense."

Typical Documentation and Technical Writing Services (all links on this page) 

Technical Documentation Development

Documentation Maintenance Development
Editor's Guide Development
Manuscript Update / Review / Release

Technical Documentation
Technical Manual Development
Technical Research & Information Gathering

Product Development

Product/Documentation Development
Product Testing

Business Process Development

Employee / Customer Training
Operations Manual Development
Organization Chart Utilization
Workflow Management
Writer's Training Program

Marketing Materials Development

Brochure Development
Marketing Newsletter Development
Marketing Proposal Development
Promotional Materials / Production
Sales Process Improvement
Telemarketing

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Workflow Management

Client Problem

Management worries about declining production, profits and revenues. They feel the need for increased production in certain department(s), due to bottlenecks in workflow.

Reason / Key Benefits

Clear up bottlenecks in workflow. Improved workflow management means higher production at lower costs, with fewer upsets, irritation and complaints.

What we do

Before you make any decision to revise existing systems (manual or mechanical), or to develop new systems, we can help you perform a workflow survey to help you:

The project's success or failure depends on research before the project begins; it's often your first real look at a given phase of its operation.

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Organization Chart Utilization

Client Problem

Line and staff relationships are not clearly defined, resulting in employees that don't know who is accountable to whom.

Reason / Key Benefits

What we do

We can help you develop an organizational strategy represented by an official Organization Chart. We can then use the Organization Chart as a basis for documenting the following:

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Operations Manual Development

Client Problem

Undocumented everyday operations, functions, and jobs.

Reason / Key Benefits

Operations Manuals accelerate employee training and assure consistent quality work and products.

Operations Manuals minimize risk and worry about employee loss. Job details are captured in black-and-white, not employees' heads.

What we do

We can help you create an Operations Manual for every position, to include: job description, action plans, checklists, standards, etc. Manuals should be created in standard format.

We can help you implement an orchestrated system for creating, updating, distributing, and retrieving manuals; use standardized numbering system, coordinated with your organization chart.

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Brochure Development

Client Problem

Problems typical in this Application Area include:

Reason / Key Benefits

Improve brochures' "sales-ability" through application of market-proven demographic and psychographic techniques.

Improve return on investment in promotional materials.

What we do

Identify central demographic model consumer and design materials accordingly.

Develop USP and/or Situational USP; use throughout all pieces; use consistent theme throughout all pieces.

Write marketing materials in a friendly "you" orientation to hold readers' interest.

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Sales Process Improvement

Client Problem

Selling sophisticated products and services calls for a lengthy, iterative sales process with multiple estimates of configurations and prices.

There are stumbling blocks in the sales process, such as, the sales person must pick exact items out of long lists of part numbers, increasing the chance of errors and requiring others to double-check orders.

Other problems areas include:

Reason / Key Benefits

A documented sales process will help reposition your company as a Solutions company:

What we do

Your strategic objective is to reposition your company as providing "System Solutions" instead of boxes, screws, and cables.

Therefore, your salespeople should position themselves as "Solutions Consultants" (not hardware vendors).

We recommend that you do the following to speed the transition:

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Manuscript Update / Review / Release

Client Problem

Manuscripts and documents are hastily prepared compromises done in response to a critical situation.

Reason / Key Benefits

A streamlined manuscript update system lets you produce manuscripts on time according to a proven plan instead of compromise in a critical situation. Release better products, faster.

Keep documentation up-to-date easily with proven system.

What we do

By adopting our recommendations for Research and Information Gathering, you will begin to relieve this condition.

However, due to the fast pace of your competitive industry, you must streamline the whole process of creating, reviewing, updating and maintaining up-to-date documentation for your business.

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Product Testing

Client Problem

Documentation process put off until the end of the product development cycle.

Today's consumers demand correct, complete documentation.

Reason / Key Benefits

Orchestrated product testing verifies documentation with product throughout development. Eliminate more bugs faster through coordinated approach; improve company reputation with bug-free products.

Get better product reviews. Increase sales and profit performance.

What we do

The solution is to develop a streamlined, fully orchestrated system for both information gathering and product testing that actually saves time and money, and is coordinated with development of documentation.

In fact, major design flaws and hidden bugs, are always discovered during documentation, no matter when it happens.

Starting documentation "early"actually streamlines the whole product development process.

Instead of finding big problems at the end (requiring costly re-design, re-implementation, re-checkout - and apologies), small problems are handled near the beginning, saving time, money, and effort.

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Technical Research & Information Gathering

Client Problem

Many growing companies like yours develop a substantial problem in technical research and information gathering.

The chief problem occurs because your engineers and programmers simply don't have the time, interest, or experience in researching and compiling user-friendly publications.

To compound the problem, you have a situation of over-dependence upon key employees whose work is undocumented.

Reason / Key Benefits

Streamlined methods of gathering, organizing, and editing latest information mean less worry about key people and vital information loss. Protect your investment in information.

What we do

We can help you gather and organize your vital engineering and programming information to protect your investment in products.

Once gathered, it must be transcribed, organized, and published in a practical user-friendly format that serves your customers.

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Technical Manual Development

Client Problem

Typical problems and frustrations in developing a technical manual includes:

Reason / Key Benefits

Technical Manual developed according to organized approach and consistent format; can be used for both training and reference.

Manual provides better understanding through clear, accurate, up-to-date descriptions. Customer complaints minimized or eliminated.

What we do

A Technical Manual is typically used for technical reference and often used in technical training situations. It is written for people who maintain or operate some type of system or perform jobs connected with a system or its components. It gives people detailed information such as, product description, construction, physical / electronic interface, dimensions and measurements, theory of operation, etc.

Technical manuals often involve the description of hardware. Thus, object descriptions must be organized so they parallel the object's organization.

The prime requirement is clarity, allowing the reader to visualize the object, often accompanied by drawing(s) or photograph(s).

Development requires precise observation, careful description, formal definition and statement of function(s), general appearance, and detailed description of part(s).

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Documentation Maintenance Development

Client Problem

Your company has increasing burdens in the area of documentation maintenance due to:

Reason / Key Benefits

Improve quality and effectiveness via trained maintenance personnel that use proven policies, technologies, and tools.

What we do

Develop a system to improve the maintenance of documentation by improving the management, budgeting, and manloading for these maintenance efforts:

The system should also:

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Technical Documentation

Client Problem

Lack of technically qualified writers to develop technical documentation.

No orchestrated system to collect, assemble and publish manuscripts related to your department, business, etc.

Documentation process not under control and giving you the results you need.

Lack of documentation stalls product development

Technical Materials not understandable; not keeping pace with products.

Business suffering due to lack of adequate documentation.

Reason / Key Benefits

Fast proven system for developing documentation.

What we do

Write / Update / Review / Release Manuscripts

Project planning, technical interviews, research, writing, editing, artwork, technical drawings, etc.

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Employee / Customer Training

Client Problem

Employee / customer training programs usually sporadic, in response to a critical situation. Lack of qualified trainers and company approved lesson plans further amplify the following problems:

Reason / Key Benefits

Properly trained employees / customers minimize costly mistakes and delays. Training enhances individual's self-perception, improves morale and enthusiasm, and raises productivity and profits.

What we do

We can help you develop a systematic employee / customer training program, first analyzing your actual needs before rushing into a program that may not satisfy your needs.

An effective training program can be implemented, depending on further analysis of your needs in the following areas:

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Writer's Training Program

Client Problem

Slow turnaround on written products aggravates the following problems:

Reason / Key Benefits

We recommend that you offer your employees an opportunity for learning, achievement, and personal growth through a practical writer's training that will improve performance, communication, and employee satisfaction.

Enhanced ability to communicate will save both money and time in development of your manuals, reports, manuscripts, memos, etc.

What we do

Reduce labor costs associated with development of manuals, reports, memos, brochures, etc.

Improve employee performance, communications, and satisfaction through opportunity for learning and achievement.

Improve turnaround on written products; incorporate new information when needed.

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Marketing Newsletter Development

Client Problem

Consumers not kept appraised of latest advancements, new products, and services.

In the rush of everyday business, the "home office" has lost touch with the consumer.

Reason / Key Benefits

Tell consumers of your valuable innovations as they happen.

Newsletters convey your marketing message in a subtle, professional manner.

Enhanced consumer contact means more sales.

What we do

One of the many ways to implement an effective marketing program is through use of a newsletter. Unlike conventional advertising, a newsletter can convey a marketing message more subtly. To enhance your image with consumers, we suggest that you:

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Marketing Proposal Development

Client Problem

Your sales department operates in the reactive mode more than necessary, for example:

Reason / Key Benefits

Standard proposal modules combine with standardized field input streamlines proposal generation, and minimizes re-writes.

What we do

We recommend that you develop procedures to streamline the proposal generation process by the following:

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Product/Documentation Development

Client Problem

Significant problems occur when manufacturers put off the documentation process until the end of the product development cycle.

Problems caused by poorly written Specifications are multiplied by all people "down line" who must take time to decipher.

Current format of the Specifications makes information difficult to find - even after one is familiar with them. Format not conducive to quick look-up.

Reason / Key Benefits

 

What we do

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Promotional Materials / Production

Client Problem

You're concerned that production costs for your promotional materials could be "too high."

At the same time, you want high quality. In other words, you want the best return on your investment.

Reason / Key Benefits

Increase inquiries, orders, and profits through testing and validating promotional materials.

Get the most ROI for your money.

What we do

To get the most for your money, you should develop a system to quantify the results produced by your promotional materials.

If your promotional materials generate inquiries and orders, you may be wiser to invest even more, rather than trim costs, per se.

However, if your promotional materials are not "pulling" inquiries and orders, trimming production costs will benefit little compared to the benefits of enhancing the pulling power ("sales-ability") of your promotional materials - for a larger return per dollar invested.

Caution: Frequently, promotional materials are created and approved by people that have no use for the product! (They're not potential customers.)

Worse, these materials are not tested for "sales-ability" in the marketplace. You should test and measure the results produced by your marketing efforts - count inquiries and orders, compute actual profits.

For maximum pulling power, all promotional materials should be psychographically correct to appeal the central model consumer for the particular product.

Other recommendations:

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Telemarketing

Client Problem

The main, all-pervasive problem with telephone marketing is that it typically gets put off due to fear of calling because the caller suffers a lack of information - and a way to use that information to be effective in telephone marketing.

This problem is further compounded by other problems as follows:

Reason / Key Benefits

Easy-to-use system provides sure-fire, systematic phone marketing to stimulate big-profit business.

Eliminates overwhelm and confusion from phone marketing.

Training provided to key personnel.

What we do

We recommend that you develop standardized handling of business phone calls - both incoming and outgoing as follows:

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Editor's Guide Development

Client Problem

Most companies need a systematized solution to handle the following problems:

Reason / Key Benefits

Streamlined editing and updating processes save time, money, and trouble in producing / maintaining documentation.

What we do

Develop a documented editor's plan with editor's checklists and specific tasks to standardize the editing process.

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