It’s important for any software application to have great user support as most users prefer to figure things out for themselves. Good user documentation will help them do just that. Why? Because it reduces user frustration, and reduced frustration reduces demand on your user support and training costs. The most important factor is to ensure that the documentation you create works for your users.

Keep in mind, that whatever type of software product you build, it needs user documentation of some form, whether large or small, intuitive, or mobile.

Your users deserve it because they need to know that support is available 24/7.

Project Types

Documentation projects such as embedded help, online help, user guides, user manuals, and video tutorials are structured with the user in mind — enabling them to find the information they need fast and then get back to using your software.

Single Sourcing

I use a single-source development approach, which allows me to produce software help content that can be delivered in multiple output formats, such as HTML, HTML5, CHM, PDF, Mobile, and also create content for Knowledge-bases, Wikis, FAQs and e-Learning material.

User State of Mind

I understand the user's state of mind when using software help, and subsequently design the help content accordingly. I am an ex-programmer and an expert user, so I know how to talk with your developers and explain difficult concepts to your users.

Give users of your software an unfair advantage

My job isn't just about technical writing but also about applying an information and user experience design to help you ensure that your software product is easy to use and that the user isn't frustrated during the initial engagement with your software.

  • My goal is to provide your user with instruction that is well written, visually appealing, searchable with information that is easy-to-find, easy-to-read, easy-to-understand and above all, helpful!
  • Your users should identify with their own skill and knowledge level and then navigate through the documentation as either an advanced, intermediate or beginner user.
  • To save time when a difficult situation arises that the user cannot intuitively figure out, a good instructional user guide should always be available to give assistance fast.
  • As a result, you can reduce time and money spent on support, but your user should also know that you are available should they need your personal assistance.
  • By adding value with fast and effective support is always a key selling point, a reason your customer will choose your product over your competition because it has raised brand value.

So, help your users help themselves to do their tasks quickly and efficiently so that your developers can focus on creating software that is
"insanely great" "Now, where have we heard this before?”

Documentation Types available

I usually work with your development or SME team to produce comprehensive, accurate, easy-to-understand documentation of the following types:

  • Online Software User Documentation
  • Embedded Software User Guides - *This is recommended but requires advanced developer involvement
  • Administration Guides
  • Installation & Deployment Guides
  • Reference Guides
  • Online eLearning Tutorials
  • Video Tutorials
  • PDF User Manuals

Supported Documentation Formats

I create documentation in most of the following major formats:

  • Compiled HTML Help (CHM format for localised PC)
  • WebHelp (HTML format) (Web-based eBook aka On-line Help)
  • WebHelp Interactive (HTML format with Video Tutorials)
  • Embedded Help (HTML format) (Context sensitive to running App)
  • Mobile
  • e-Learning (LMS)
  • FAQs (Knowledge-base)
  • Forums (Knowledge-base)
  • Wikis (Knowledge-base)
  • Word documents
  • PDFs