It’s important for any software application to have great user support as most users prefer to figure things out for themselves. Good software 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 works for your users and they can help themselves.

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. Ask yourself: Have I invested sufficiently in my software's documentation?

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

A single-source development approach may be used to produce software help content that can be delivered in multiple output formats, such as HTML5, CHM, PDF, Mobile, and create content for Knowledge-bases, Wikis FAQs, and Micro-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.

My Value Proposition

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

Good user documentation can help improve user adoption, experience, and retention. Users will rely on the depth, detail, and accuracy of your documentation as the reason to continue using your software.

Managing your Pain

  • No need for your developers or SMEs to create your documentation. I provide an extra and short-term resource to get it done.
  • High consumption of support resources. Good documentation should reduce calls to your support desk and help save a lot of money.
  • Users initially have difficulty using software. Good documentation should enable the user to self-help.

Main Value

  • The main value you gain from my service is saving time and money by enhancing the user's experience with your software and reducing your time and resources spent on support.
  • Users can help themselves.
  • Users in the modern connected world want to do things themselves anyway and this supports the fact that software users would want to help themselves, in terms of using helpful Documentation, micro-learning Videos, FAQs and an a constantly updated Knowledgebase.
  • Now your developers can focus on creating fantastic software.
  • If the software is being sold or used in a client environment then brand value is a bonus.

Added Value

  • Documentation 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.
  • 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.
  • Your user should also know that you are available should they need your personal assistance.
  • 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.

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
  • Administration Guides
  • Installation & Deployment Guides
  • Reference Guides
  • 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)
  • Online Interactive (HTML format with Video Tutorials)
  • FAQs (Knowledge-base)
  • Forums (Knowledge-base)
  • Wikis (Knowledge-base)
  • Word documents
  • PDFs