Frequently asked documentation questions

Is Tekrite an agency? Does Tekrite outsource its work? What software do you use for writing? Do you usually work onsite or offsite? How can you work effectively if you are offsite? Our product is very complicated... how on earth will you learn enough to write the documentation? Every one of our customers gets a tailored version of the software, how will you handle the documentation? Why don't I just get my developer/programmer to write the documentation? I have never outsourced a writing job before. What do I do? Is it expensive to outsource documentation work? How do you bill? Do you offer a fixed price quote? How long will it take to get a manual written and what will it cost? Does Tekrite handle printing and publishing? Who legally owns the documentation you write? Are there limits to what types of projects Tekrite can do? What about long-term document maintenance? Is Tekrite an agency? No. Nearly all the client work at Tekrite is done by the owner, Tracey Food. That means you will get to talk directly to the person who will be working on your project prior to making any commitment. That also means that there is no "middle man" involved in the process. By having a direct relationship with each client, Tekrite is able to offer its services at a rate that is considerably less than an agency would charge. Does Tekrite outsource its work? No. When someone hires us to do a job, we feel obligated to do it ourselves. This is the only way we can be sure that it gets done right. We have a few trusted resources out there who assist us in particular areas, but if we cannot do your job, we will try to refer you to another service that may be better able to fulfil your needs. What software do you use for writing? We generally leave the choice of software up to the client. Most documentation is prepared using Microsoft Word Online Help projects are developed using eHelp's RoboHelp suite of tools or HDK Adobe Acrobat and several plug-in products are used to perform PDF services Microsoft's VISIO is used to draw flowcharts and technical diagrams, and other MS Office programs are used as necessary Various applications from Macromedia and Adobe are used to edit/create graphics, build HTML sites, and develop multimedia projects. All documentation is written on the Windows platform. Do you usually work onsite or offsite? Almost exclusively offsite. We never actually "work" onsite. We arrange visits to gather information, attend meetings, and use the software if appropriate, but that's about it. All the actual writing is done back at our office, where we have all the tools we need at hand. How can you work effectively if you are offsite? One reason it works is because Tekrite forms good relationships with its clients. They hear from us regularly via status reports and questions. We become a virtual member of their team for the duration of the project. Our clients never feel like they lose control of the project, and we don't force them down a specific path. We just give them the benefit of our knowledge and then apply it to fit their needs. We give them the information, and they make the big decisions. Our product is very complicated... how on earth will you learn enough to write the documentation? We have worked with many different types of businesses, applications, and platforms. We have developed a technique for interviewing your staff in as short a time as possible to gather the information needed to write your documents. We are used to mastering new ideas and concepts very quickly. And knowing nothing about your product is often an advatage. After all, we're likely to ask all the questions a new user will ask, but you're so used to your product, you never think about them any more. Every one of our customers gets a tailored version of the software, how will you handle the documentation? This is becoming an increasingly common request. Modern software allows us to set up templates and macros that will tailor your documentation at the click of a mouse. For example, if your customers use different terminology in different countries of the world, then we can set up a document that allows you to select the country, and the macro will do the rest. Why don't I just get my developer/programmer to write the documentation? A writer with a detailed knowledge of the subject can be operating at a disadvantage. When you are very familiar with a subject, it can sometimes be very difficult to see where others may have problems. In contrast, the inexperienced writer's "beginners mind" can often see where the difficulties lie, and this can help them to decide which concepts need clarification. Plus, you could view our writing services as the final check. If there is a problem with your product/software, the chances are we will find it during the documentation process. I have never outsourced a writing job before. What do I do? Well, you can either call us directly or send us an email. It doesn't matter whether or not you know anything about documentation. We'll be happy to answer your questions. If possible, be prepared to answer the following types of questions about your project: Describe the product you need documented. (hardware, software, machinery, etc.) What Operating System(s) does it run on? Who are your users? (accountants, gamers, teachers, trained operatives, children, anybody) Is there any existing documentation? (And if so, why do you want to change it?) What documentation do you think you need? (training guide, reference tool, strategy guide, paperweight, etc...) Once we talk about your project, we will make a judgment as to whether it is something we can do for you. If we think we can do it, we will make arrangements for you to send us the product or for us to visit your offices, as appropriate. Once we have reviewed the project, we will prepare a quote for our services. That's it! Is it expensive to outsource documentation work? An experienced in-house technical writer demands a minimum salary of £30K (and nearly twice that much if you work anywhere near a major city). Then there is the cost of equipping him/her (computers, software, office space, desks, utilities). Then there are perks, insurance, taxes, etc. With Tekrite, all of that goes away. You pay x pounds per day for as many days as it takes to complete your project. When the job is done, we go away. There are no further costs or obligations. We equip ourselves, pay our own electricity bill, drink our own coffee. Once we start a project, we are usually more efficient than on-site workers because we do not lose hours each week attending meetings, or doing the "office chat" thing. How do you bill? Do you offer a fixed price quote? We quote for projects individually. If your project is unlikely to change, then we will offer a fixed price quote. Fixed prices don't tend to work well when documenting software because of the vast number of changes that usually occur in the software itself. In that case, we would charge an agreed daily rate. Invoices are sent at the end of each month and payable in full within 14 days. How long will it take to get a manual written and what will it cost? The ultimate question. How long is a piece of string? Unfortunately, there really is no ultimate answer. It varies with the complexity of the material being documented. On average, for a 100-page project, the first draft would be ready about 4 weeks after we start. At that point we would send it back to you for technical editing. This editing and correction process typically requires another 2 weeks, and often sparks the creation of new chapters. You must allow a few weeks for printing and binding where appropriate. Costs are always dependant on the time required to complete the project, and it's complexity. Please contact us for a free quote. Does Tekrite handle printing and publishing? No. We are not involved in the actual printing of your manual. What we produce is print-ready documentation. We can offer you advise based on our experiences if required. Who legally owns the documentation you write? Tekrite does NOT hold a copyright on the written information we produce for clients. Once we are paid in full, the source files are sent to you and you assume full legal custody of them. Not all writers do this, so make sure to read the fine print. You could end up having to pay royalties on your own documentation!! Are there limits to what types of projects Tekrite can do? Not all projects can be done successfully by an outside service like Tekrite. When you talk to us about your project, one of the first things we determine is whether we can help you or not. If we determine that your project is not suitable for outsourcing, we will let you know up front. We don't want to waste your time (and ours) by getting involved in a project that would make us miserable and leave you unhappy. What about long-term document maintenance? Because we are permanent technical authors and not an agency, the same authors are there when you need to update your documentation. We can do this as part of an on-going maintenance contract, or you can simply give us a call a couple of weeks before you need us.