Product information

Collaborative content and keeping users happy

by George Lewis • 6 October 2015

Content creators come in all shapes and sizes, and from all sides of an organisation, but do these differences affect the user experience? Before we talk to our customers, should we talk to each other? Any given organisation has many different voices addressing customers at any one time. With a well-managed content plan, all of […]


How to ensure outsourcing is a success?

by George Lewis • 28 May 2015

Outsourcing is a cost effective and flexible way for organisations to quickly access expertise or resources to support their operations. Outsourcing can reduce costs by 40-70% due to greater efficiencies, standardisation, automation, and training. In addition to the cost savings, organisations can also benefit from the following: Enhanced capabilities Better predictability of service delivery Reduced […]


How healthy is your documentation?

by George Lewis • 14 May 2015

We have many ways to measure how healthy we are – blood pressure, BMI, heart rate, cholesterol levels, age, temperature and many more. From these measures we know what is good or bad health. Using this analogy, documentation standards are measures of the “health” of your documentation. Does your documentation help the reader? Does the […]


Using a style guide to control terminology, and manage quality and costs

by George Lewis • 29 December 2014

Consistency of terminology and language is an important dimension of the quality of content. Using clear, unambiguous terms and language makes content easier for the reader to understand, and therefore is more likely to achieve the objective of communicating information. There are also practical benefits from using terms and phrases consistently: Reduced time and cost […]


5 ways to engage agile content processes for inbound marketing

by George Lewis • 11 November 2014

A mature content production process reduces churn, improves constancy and improves quality. With agile development processes becoming mainstream, technical authors have needed to refine their content production processes to meet the new requirements introduced by agile development. The discipline required to ensure that technical documentation is completed within each iteration has led to a number […]


5 ways to use product documentation to support your inbound marketing strategy

by George Lewis • 24 October 2014

50% of content marketers say their biggest problem is creating content consistently, and 54% say that producing engaging content is a challenge, according to a Content Marketing Institute study. Product companies already have a wealth of varied content available to them that they may not be fully exploiting – the user documentation. According to IBM […]