Frequently Asked Questions (FAQs)

Why should I outsource my documentation? Can’t my team do it?

Your team are brilliant at their core responsibilities, whether that’s building products or delivering projects. But when was the last time anyone paid any attention to creating proper documentation and keeping it up to date? In most cases, your team might build something basic at the start of the product launch or project, but didn’t pay much attention to how the information is organised or how it will be maintained when there are new releases or changes. Over time, this leads to scattered, outdated or hard-to-find information. In fact, companies lose about 21.3% in productivity simply because employees waste time looking for information that either hasn’t been created or isn’t organised well. When you outsource to us, we lighten your team’s workload and build reliable documentation that your team and customers find truly useful.

Well, you can start by asking yourself a few simple questions: Are your user guides outdated or missing? Do you spend hours recreating templates for every project? Are your support team getting the same questions over and over? Do you need help fast but don’t have the budget to hire someone full-time? If you answered yes to any of these, we can help. Explore our range of services here.

Timelines vary depending on the service type and scope of work. For example:

  • Formatting a 50-slide presentation may take around 4–5 days, while 30 slides may take 2–3 days.
  • Creating new long-form blog content takes about 2 days.
  • Developing a completely new user guide may take a week or more depending on the complexity of your product and the amount of research or SME interviews required.
  • A specialised consulting engagement for content operations can take 2–3 months.

We’ll assess your requirements and provide an estimated timeline. Actual work will only start once we agree on the scope, pricing and you’ve made the initial payment as outlined in our payment terms.

Our fees vary depending on the type of service, the scope of work and your specific requirements, so we don’t believe in “one size fits all” pricing. When you get in touch with us, we’ll review your request and assess what is involved before providing a quote based on your needs. You can then decide whether to proceed. We’re upfront about our pricing from the start, with no hidden charges or surprises.

We usually require a 50% deposit to get started and the remaining 50% on work completion. We’ll show you the completed deliverables in read-only format first so you can see what you’re getting. Once you’ve paid the remaining 50%, we’ll release the complete set of editable files to you. For longer or specialised consulting engagements, billing is done based on the project’s completion milestone.

When we provide you with an invoice, you can choose to pay via bank transfer or PayPal, which accepts most major credit cards such as Mastercard and Visa.

Absolutely. Just provide your style guide and any other necessary information when you engage our services, and we’ll apply it to all our editing and writing work.

No problem. Some companies do have their own existing set of templates; they just need someone to format the files according to them. Just provide the templates when you engage our services and we’ll take it from there.

Yes, we can. We’ll conduct a content audit and gap analysis first to determine what needs to be improved, then update it accordingly. If, for example, you have a major product release with complex steps, we may need to work with your developers or technical team to confirm the details. In fact, we highly recommend conducting this audit and gap analysis at least once a year as documentation can become quickly outdated, especially if you have rapid product releases. The same applies to knowledge hubs or website content when newer information becomes available (such as changes to your sales process or system onboarding).

Of course. Here’s a common scenario: you’ve initially engaged us for presentation formatting and paid the 50% upfront fee. As we format the template, we discover that much of the existing content needs correcting or updating. In this case, we’ll inform you about the problematic content and ask whether you want to add our editing and proofreading service. If you do, we’ll issue another invoice for the additional service. You can then pay the extra amount along with the remaining 50% of the formatting service when everything’s complete. We won’t charge for minor typos here and there, and we’ll always inform you of any changes made.

Well, not exactly. Editing refines content, structure and style, while proofreading catches typos, punctuation errors and grammar without significantly changing the original content. In other words, editing changes how content is written; proofreading just fixes mistakes. Normally, when you choose our editing service, proofreading is included by default. Some clients already have edited content and only need proofreading, so we’ll just proofread without making major edits. Let’s walk through an example. We have this original content:

“The system was implemented last year and it helps to improve the process efficiency and reduce error while allowing user to access data faster.”

If you choose proofreading, we’ll only correct the mistakes found, i.e., “error” to “errors” and “user” to “users”. So, the proofread version becomes:

“The system was implemented last year and it helps to improve the process efficiency and reduce errors while allowing users to access data faster.”

If you choose editing, we’ll improve the sentence so that it flows better and rewrite it as:

“The system was implemented last year to improve process efficiency, reduce errors, and allow users to access data more quickly.”

Yes, there is. For example, if you engage us to format your presentation decks, we’ll only handle the formatting tasks such as adjusting the layout and slide structure without changing the existing content. But, if you engage us to update your presentation decks, then formatting is already included by default and we’ll also fix your content and design. The same distinction applies to document formatting and document updates. Normally, we’d recommend combining these services, but if you’re confident your content is good enough and only needs formatting, we’ll just format it without major redesigning work or content corrections.

Yes, we’d be happy to sign NDAs and work within your confidentiality requirements provided it makes sense. All client work is kept confidential by default. 

As most of our work is confidential, we can only share selected samples under certain conditions. We can provide anonymised and heavily modified examples that remove all identifying information about clients and sensitive project details. This protects our clients’ confidentiality while still allowing you to assess the quality and style of our work.

We don’t translate the content ourselves, but we offer consulting services on translation and localisation management. This means that we can help you plan how to manage content across different markets, review what needs translating and set up workflows to make the whole process smoother and cost-effective.

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