Toprung Documentation Services - FAQ
At Toprung Documentation Services Ltd we are sometimes asked these questions.
Q: What are the benefits of using specialist technical authors from Toprung?
A: Among
the benefits are:
- The authors are working for you when (and only when) you need them.
- Responsibility for the authoring passes directly from your management
to Toprung, and you can expect specific performance of the service agreement
we make.
- The authors can work at the same pace as your developers but will only
charge for the actual hours worked. That is, the authors can make non-chargeable
intermissions in the project if the developers need more time to catch
up.
- Toprung can quote an all-in rate with no extras (such as overtime, holiday
pay, purchase of software or cost of office space) for you to consider.
- Our authors are skilled in fact-finding and authoring techniques - producing
work to a high level of accuracy.
- Our authors are skilled in design and display techniques - ensuring that
the finished work has a professional appearance.
- The authors who work on your project constitute a third-party review
panel for the software, adding to the effectiveness of the QA process.
Q: What is your approach towards writing help?
A: As
professional technical authors, we see the software that we write about
from the same point of view as the users.
This user-centred and task-oriented approach means that our manuals and
help systems tend to answer a user's question before it is asked.
As a result, the user quickly becomes confident with using the application
(and the help) and can develop more skillful and productive techniques.
Q: What difference is there between business and technical documentation?
A: The
techniques of fact-finding, accurate writing and good presentation are
the same for each type of writing. Any issues of factual accuracy are
always checked with your own specialists.
We have experience of documenting both kinds of information so, from the
author's point of view, there is very little difference.
Q: What software do you use for authoring?
A: We
usually use the latest version of the industry-standard packages. For
example, for manuals we use the Microsoft Office suite of Word, Excel,
PowerPoint, and Access and, for help systems, RoboHelp HTML.
We also use the Adobe packages of Acrobat, Photoshop, Page Maker and Frame
Maker.
NOTE
If you want your source files to be produced with specialist software,
we will be able to adapt to the software readily.
Q: I don't want you to write the documentation for me, can you just show me what to do?
A: Yes, we can give you or your staff training in authoring techniques, and we can provide editorial and QA services when you have written the material.
Q: I've got a good manual written in .doc files. Can't I simply convert it to a help system on my own?
A: There
are several utilities which allow you to build help in this way, however
a lot of post-production work is needed to create an elegant system.
You need skilled help authors to structure the help navigation in a way
that is intuitive to users. What's more, you may need to do some re-writing
because the language used in help systems is often simpler and more direct
that the language used in a printed manual. You may also want to add context-sensitive
help to the application and this cannot be generated automatically.
Q: I've got a good online help system. Do I need a manual as well?
A: In many cases a good help system provides all the help that a user needs; however you will always have to publish 'getting started' and administration material in a document that the user can study away from the computer.
A: One
of our most important skills is to be able to understand what an application
does and, by making enquiries, to find out why and when it is needed.
We find that the most productive way of getting information is to attend
periodical development meetings when an incremental delivery is being
planned. A concentrated discussion with developers at this stage keeps
subsequent interruptions to a minimum.
Q: Your offices aren't very near mine. How are we going to work together?
A: Working
out of one or other of our different bases, we don't find distance is
a problem and we habitually work with clients in different parts of the
UK.
In addition to making regular site visits we use e-mail exchanges, remote
access to networks and telephone conferencing to keep in touch with developers
and to deliver user documentation.
When development is being done overseas we can join in conference calls
and web-discussions (at any time of day) to make sure that the functionality
of the software is accurately described in our documentation.
We can deliver source files promptly by e-mail or ftp to any destination.
A: Before
we give an estimate we will have a free conference with you to get a good
idea of the kind of work you want us to do. This gives us the chance of
discussing all the different documentation options that are available.
We always aim to provide a solution that, taking into account the cost
of moving your staff from other work or the penalty of failing to meet
a deadline, will save you money.
