Technical Writing
We create documentation that is straightforward and accurate to help people use your products with confidence and reduce your support tickets.
Why You Should Care
Well-written documentation not only explains how something works, but also makes sure that your users understand it well enough to use it confidently. When documentation is hard to follow, you end up with confused users calling your support team for help, which quickly drives up your costs. Investing in good documentation pays off; users spend less time struggling and more time getting value from your product. Your support team can focus on solving complex issues instead of answering the same basic questions repeatedly. Most importantly, it builds confidence in your product and shows your company is trustworthy.
What We Cover
User guides
User guides allow users to understand your product (or service) and perform common tasks with step-by-step instructions, usually accompanied by visuals. The information in a user guide varies by product/service type, but it normally includes sections like overview, getting started, features and functionalities.
Common use case: When users need to use a new product to perform specific tasks as part of their daily work.
Installation guides
Installation guides focus specifically on the initial setup and installation of hardware or software to get it ready for first-time use, e.g., installing new backup software or configuring the settings of new storage. Information can include pre-installation requirements, installation steps and post-installation verification.
Common use case: When installation is a separate process from daily system use, or used once during initial product setup.
Quick guides
Quick guides are one-page or short-form documents with brief, essential information and plenty of visuals to let users quickly perform a task or start using a product without reading lengthy documents. Common examples include a reference card for system shortcuts or a simple first-time setup sheet for new software.
Common use case: When you want users to start using your product right away or need quick desk reference materials for fast answers.
Troubleshooting guides
Troubleshooting guides let users find and solve common problems encountered when installing or using a product. The information is often structured in a problem-solution format, i.e., common issues, what causes them and step-by-step fixes. Some guides also include workarounds for issues that can’t be fully resolved.
Common use case: When users experience problems and you want them to try resolving issues on their own before contacting your support team.
System documentation
System documentation describes how a software system works internally and contains information like architecture, configurations, data flow and technical specifications. It is written for administrators, engineers, developers or other technical staff who need to understand how the system is built.
Common use case: When system administrators or technical staff need to refer to it for system maintenance, management or integration planning.
Knowledge base articles
Knowledge base articles are searchable, standalone pieces of content that answer specific questions or explain tasks and issues. The articles are usually organised in a centralised knowledge hub and sorted by topic, often including how-to guides and FAQs.
Common use case: When you want to create or update a self-service support hub for users to find answers quickly and reduce support tickets.
Online help / FAQ
Online help or FAQ answers the most common questions that users ask when using your products or services. The information is brief in most cases, but it could also contain slightly longer explanations and is usually grouped by question or topic.
Common use case: When you want to reduce repetitive support questions and provide answers to the most common, basic questions.
Incident bulletins
Incident bulletins are urgent updates that inform users of unexpected problems, security incidents or outages. The information can contain an explanation of what happened, how long it will take to fix and what users should do.
Common use case: When there are sudden disruptions to your products or services and you want to keep users regularly informed to reduce support tickets.
Release notes
Release notes tell users what has changed and why it is important. These notes are normally released with every product update and cover software or hardware updates, new features, upgrade instructions and bug fixes.
Common use case: When you release product updates and want users and developers to understand what has changed or what new features have been introduced.
Technical / operational procedures
Technical or operational procedures are step-by-step instructions that allow your IT team to carry out specific tasks or processes consistently and accurately. These documents vary greatly by project type and can include deployment, maintenance, backups, data migration, system checks and fallback plans.
Common use case: When you need to standardise the process for routine technical operations, e.g., applying patches, setting up scheduled backups or managing infrastructure changes.
Let’s Work Together!
Are you ready to create solid, reliable documentation that informs and educates your audience? Get in touch with us to discuss your needs and how we can support your team. Not sure which type you need, or need something different from what’s listed above? No problem, we understand every project is different and we’re happy to discuss custom solutions tailored to your specific requirements.