the process for applying patches to network servers

Scheduling: To minimise disruption, choose a low usage period when the Network is not in use.

IT professionals must follow processes before and after installing server patches or fixes to ensure system stability, security, and compliance. Here’s a detailed overview of these processes:

Before Installing Patches/Fixes

Identify and Assess Patches:

    • Gather Information: get patch details from vendors or reliable sources, including release notes and potential affects.
    • Risk Assessment: Evaluate the risks associated with the patch. Determine if it addresses critical vulnerabilities or bugs and assess the potential impact on existing applications and services.

Plan and Schedule:

    • Patch Management Policy: Adhere to the organisation’s patch management policy, which includes guidelines on patch prioritisation, timing, and approvals.
    • Scheduling: To minimise disruption, choose an appropriate time for patch installation, preferably during maintenance windows or low-usage periods.


    • Full Backup: Perform a full system backup, including data, applications, and configurations. Store backups securely and can be quickly restored if needed.


    • Staging Environment: Apply the patch in a staging or test environment that mirrors the production environment. Do not load directly onto the production environment.
    • Testing: Conduct comprehensive testing to ensure the patch does not cause issues. This includes functionality tests, performance tests, and compatibility tests.


    • Notify Stakeholders: Inform relevant stakeholders, including users and management, about the upcoming patching activities, potential downtime, and expected outcomes.

Rollback Plan:

    • Create Rollback Procedures: Develop a plan to revert to changes if the patch causes issues. Document and test the rollback procedures.
    • Change management: follow any change process with a rollback to avoid potential failure.

During Installation

Pre-Installation Checks:

    • System Health Check: Verify that the system meets all prerequisites for the patch.
    • Ensure Backup Completion: Confirm successful completion of the backup process.

Apply the Patch:

    • Follow Vendor Instructions: Carefully follow the installation instructions provided by the patch vendor.
    • Monitor the Process: Monitor the installation process for any errors or warnings.

After Installing Patches/Fixes


    • Confirm Installation: Verify that the patch has been installed correctly and is active.
    • Functionality Testing: Re-test critical functionalities to ensure they are operating as expected.


    • System Monitoring: Closely monitor the system for unusual behaviour, performance degradation, or errors.
    • Log Review: Check system logs for any anomalies or issues post-installation.


    • Update Documentation: Record the details of the patch installation, including date, time, system changes, and any issues encountered.
    • Change Management Records: Update change management systems with the patch details.

Communicate Completion:

    • Notify Stakeholders: Inform stakeholders that the patching process is complete and provide an update on the system status.

Post-Implementation Review:

    • Review Meeting: Conduct a post-implementation review to discuss what went well, any issues encountered, and lessons learned.
    • Refine Processes: Update patch management policies and procedures based on the review findings to improve future patching activities.


Discover the differences between technical authoring and content writing. Explore the skills and expertise required for each role in this insightful discussion.

Agent: I have a client looking for a content writer, and given your extensive experience as a technical author, you might be a great fit.

You: Could you send me the job description?

Agent: Absolutely. I’ll send it over now. [Sends job description]

You: Thanks. I’ve received it. Let me take a quick look. [Pause as you read] This job description requires a technical authoring role and not a content writer. They require expertise in documentation, software tools, and advanced writing skills.

Agent: I see what you mean. The client seemed a bit confused about their exact needs. They wanted someone to handle content and mix it with technical documentation abilities.

You: Right. They sound confused and don’t know our differences. Technical authors specialise in the tasks listed here. Creating user manuals and working with software development teams. Content writing typically involves creating marketing materials, blog posts, and web content, which is quite different.

Agent: That makes sense. The client might not fully understand the distinction. Given your background, do you think you could still be a fit for this role?

You: I have the skills and experience to handle the technical authoring aspects of the job. However, the client needs to understand what they truly need. If they’re looking for someone to handle technical documentation, then yes, I’d be a great fit. However, if their primary need is content marketing, they might seek a different skill set.

Agent: That’s a good point. I’ll go back to the client and clarify their needs. Would you be interested in proceeding if they confirm they need someone with your technical expertise?

You: Absolutely. If they need a technical author, I’d be interested. Just make sure they understand the distinction so their expectations align with the requirements of the job.

Agent: Got it. I’ll speak with them and get back to you soon. Thanks for your insights and for pointing out the discrepancies.

You: No problem. I’m happy to help. Looking forward to hearing from you.

Clear communication and understanding between the agent, the candidate, and the client are crucial in accurately matching the job requirements with the candidate’s skills and experience.

The Differences Among Writers: Roles, Responsibilities, and Skills

Companies need a better understanding of the roles, responsibilities, and skills needed for each writer. This knowledge enables them to identify the type of writer needed for tasks such as:

  • crafting captivating blog content,
  • producing technical documentation,
  • developing persuasive marketing copy,
  • designing user-friendly interfaces, or
  • creating winning bid proposals.

The Differences Among Writers: Roles, Responsibilities, and Skills Writers:

1. Content Writer


  • Writing articles, blog posts, and web content.
  • Researching to ensure accuracy and depth.
  • Optimising content for SEO.


  • Strong writing and grammar skills.
  • Understanding of SEO principles.
  • Ability to write in various tones and styles.

2. Copywriter


  • Creating persuasive copy for advertisements, marketing materials, and product descriptions.
  • Developing slogans, taglines, and promotional content.
  • Collaborating with marketing and design teams.


  • Excellent persuasive writing skills.
  • Creative thinking and idea generation.
  • Knowledge of marketing and advertising strategies.

3. Technical Writer


  • Writing manuals, user guides, and technical documentation.
  • Simplifying complex information for a non-technical audience.
  • Working with engineering and product teams to research information.


  • Strong technical understanding and ability to learn new technologies.
  • Clear and concise writing style.
  • Attention to detail and organisational skills.

4. Grant Writer


  • Researching and identifying grant opportunities.
  • Writing proposals and applications to secure funding.
  • Communicating with funding organisations and stakeholders.


  • Persuasive writing and storytelling.
  • Understanding of grant processes and requirements.
  • Intense research and organisational abilities.

5. Ghostwriter


  • Writing content on behalf of another person, often for books, articles, or speeches.
  • Mimicking the voice and style of the client.
  • Interviewing and research.


  • Adaptability in writing style.
  • Discretion and ability to maintain confidentiality.
  • research and interviewing skills.

6. Scriptwriter (Screenwriter)


  • Writing scripts for films, TV shows, commercials, or video content.
  • Developing dialogues, characters, and plotlines.
  • Collaborating with directors and producers.


  • Strong storytelling and dialogue writing.
  • Understanding of film and TV production processes.
  • Creativity and ability to develop compelling narratives.

7. Editor


  • Reviewing and revising content for clarity, grammar, and consistency.
  • Providing feedback and guidance to writers.
  • Ensuring content aligns with brand voice and guidelines.


  • Excellent grammar and editing skills.
  • Attention to detail.
  • Strong understanding of writing styles and tones.

8. Journalist


  • Investigating and reporting news stories.
  • Interviewing and research.
  • Writing articles for newspapers, magazines, or online platforms.


  • research and interviewing skills.
  • Ability to write under tight deadlines.
  • Objectivity and adherence to journalistic ethics.

9. Social Media Writer


  • Creating content for social media platforms.
  • Developing engaging posts, captions, and multimedia content.
  • Analysing social media metrics and adjusting strategies.


  • Understanding of social media trends and platforms.
  • Creative and concise writing.
  • Ability to engage and interact with an audience.

10. Content Strategist


  • Developing content plans and strategies to meet business goals.
  • Coordinating with writers, designers, and marketers.
  • Analysing content performance and optimising strategies.


  • Strategic thinking and planning.
  • Understanding of content marketing and SEO.
  • Strong project management skills.

11. UX Writer


  • Creating user-friendly copy for websites, apps, and other digital products.
  • Writing microcopy, such as buttons, error messages, and tooltips.
  • Collaborating with designers, product managers, and developers.


  • Understanding of user experience (UX) principles.
  • Ability to write concise and clear copy.
  • Experience with user research and testing.

12. UX Strategist


  • Developing UX strategies to enhance user satisfaction.
  • Conducting user research and analysing data.
  • Working with cross-functional teams to implement UX improvements.


  • Strong understanding of UX design and principles.
  • Analytical and research skills.
  • Ability to develop and communicate strategic plans.

13. Bid Writer


  • Writing proposals and bid documents for contracts and projects.
  • Ensuring compliance with bid requirements and guidelines.
  • Collaborating with sales, finance, and technical teams.


  • Persuasive writing and attention to detail.
  • Understanding of bid processes and regulations.
  • Strong organisational and project management abilities.

10 Key Differences Between Content Writing and Technical Writing

10 Key Differences Between Content Writing and Technical Writing

Technical writing and content writing are often mistaken for the same, but they are two distinct fields. While both require strong communication skills, they serve different purposes and audiences. I will explore 10 key differences between content writing and technical writing in this article. The aim is to help aspiring technical authors understand the nuances of technical writing.

By understanding these differences and focusing on specific skills, aspiring technical authors can speed up their technical writing journey and become experts in just one week.

This article addresses the following queries:

  1. Purpose: When You Should Create a Content Copy and When Technical Documentation

Content writing: aims to entertain, inform, or persuade readers. It engages and keeps the audience’s interest through storytelling and emotion-based appeals.

Technical Writing: Technical writing focuses on conveying complex information to educate readers about a specific topic or to guide them in performing a task.

Tips for Aspiring Technical Writers: aspiring authors should prioritise clarity over creativity. Understand the purpose of your document and ensure that your writing serves that purpose.

2 Audience: Know Your Audience like the Back of Your Hand

Content Writing: Content writers often target a broad and diverse audience, aiming their content at anyone who finds it interesting or valuable.

Technical Writing: Technical writers write for a specific audience, often professionals in a particular field or users of a specific product. Their audience expects detailed information.

Tips for Aspiring Technical Writers: Technical writers should deeply understand their target audience’s knowledge and needs. Tailor your writing to provide information that is accessible and useful to the intended readers.

3 Style and Tone: Fine-tune Your Style and Tone

Content Writing: Content writers have more flexibility in choosing their style and tone. Depending on the subject and target audience, they can adopt a conversational, formal, or even humorous approach.

Technical Writing: Technical writing demands a consistent, formal tone. Clarity, accuracy, and objectivity are essential, and the focus is on delivering factual information.

Tips for Aspiring Technical Writers: Learn to adapt your writing style and tone to technical documentation requirements. Consistency is vital to ensure that your technical documents are clear and professional.

4 Subject Matter: Become a Subject Matter Expert

Content Writing: covers various topics, from travel and lifestyle to personal development and opinion pieces. They often choose subjects that have general interest.

Technical Writing: Technical writers focus on specialised subjects, such as software manuals, engineering documents, or scientific reports. They require in-depth knowledge of the subject matter.

Tips for Aspiring Technical Writers: To become a technical writer, start by building expertise in a specific field or industry. In-depth knowledge is crucial for producing accurate and valuable technical documents.

5 Research: Engage Yourself in Research to Know Your Topics

Content Writing: Content writers may require research, but it’s often limited to gathering general information and sources for reference.

Technical Writing: Technical writers rely heavily on research, often involving subject matter experts, engineers, or extensive documentation to ensure the accuracy of the information.

Tips for Aspiring Technical Writers: Develop strong research skills to gather and verify technical information. Building a network of subject matter experts can be invaluable in your technical writing career.

6 Formatting: Fix the Formatting of Your Writing

Content Writing: Content writers primarily focus on creating visually appealing content, which may include images, videos, and interactive elements to engage the audience.

Technical Writing: Technical documents often have a standard format, including headings, subheadings, lists, tables, and diagrams to enhance clarity and facilitate reference.

Tips for Aspiring Technical Writers: Familiarise yourself with standard technical document formats, such as headings and lists. Proficiency in document formatting tools like Microsoft Word and PPT and authoring tools such as Adobe Frame Maker, Adobe RoboHelp, and MAdCap Flare can be a valuable skill.

7 Review and Editing: Create a Review and Editing Workflow

Content Writing: Content writers often rely on self-editing or the services of general editors to polish their work.

Technical Writing: Technical documents undergo extensive peer reviews and subject matter expert scrutiny to ensure accuracy and clarity.

Tips for Aspiring Technical Writers: Embrace a rigorous review process for your technical documents. Seek feedback from experts and colleagues to refine your work and eliminate errors.

8 Terminology: Know Your Words Better to be Direct and Concise

Content Writing: Content writers use everyday language and may employ metaphors and similes to make content relatable.

Technical Writing: Technical writers use specialised terminology relevant to their subject, ensuring precision and clarity.

Tips for Aspiring Technical Writers: Master the jargon and terminology of your chosen field. This is essential for communicating effectively with professionals and conveying complex ideas accurately.

9 Document Structure: Learn the Skills of Document Structure

Content Writing: Content writers have creative freedom in structuring content, allowing for a more fluid and narrative approach.

Technical Writing: Technical documents often follow a structured and linear approach, providing step-by-step instructions or presenting information logically.

Tips for Aspiring Technical Writers: Practice creating structured, logically organised documents. Developing the skill of crafting clear and intuitive document structures is essential for technical writing.

10 Purposeful Graphics: Play with Graphics Carefully, Neither Less nor More

Content Writing: Graphics and visuals are often used for aesthetics and engagement.

Technical Writing: Graphics, such as flowcharts, diagrams, and technical illustrations, are purposeful and serve to clarify complex information in technical writing.

Tips for Aspiring Technical Writers: Learn to create compelling visuals that enhance the understanding of technical content. Graphics should complement the text and make it more accessible.


Becoming an expert in technical writing is an achievable goal with practice. Understanding the differences between content and technical writing is the first step towards success. Aspiring technical authors can speed up their journey and become proficient technical writers in just one week by prioritising clarity, mastering subject matter, and developing technical communication skills.

Remember that practice is essential, and continuous improvement is the key to mastering the art of technical writing. Embrace feedback, refine your skills, and keep learning about your chosen field to produce high-quality technical documents that educate and inform effectively.

Navigating the Jungle of Contracting: A Tale of Missed Checks and Shouted Specs

Ah, the life of a contractor—where every day is an adventure, and you’re the hero armed with nothing but your wits and a laptop. Like Indiana Jones, I’ve managed client expectations and communication challenges. Here’s the lowdown on surviving the wilds of workplace woes with a grin.

Chapter One: The Case of the Missing Validity Checks

Once upon a time, I suggested to a Project Manager (PM) that we should probably check the content of a PowerPoint display before chucking it into the gaping maw of Confluence. He, in his infinite wisdom, proclaimed such checks unnecessary. “Just migrate it!” he declared. So, migrate I did. Mere days later, he scrapped the content himself because—plot twist!—it was outdated. Who could’ve guessed? Well, me… I did guess. However, in later collaborations, he had a sense of humour failure and raised his voice in frustration more than once.

Chapter Two: The GDPR Fiasco

Imagine, if you will, a GDPR project where the document looked like a horde of angry red pen-wielding vandals had attacked it. I dared to point out that the riot of track changes made the document as readable as ancient hieroglyphs without a Rosetta Stone. The PM’s reaction? A not-so-mighty roar in front of a dozen coworkers. Yikes! One week later, unable to cope, he walked away.

The Golden Rule: Set Expectations Like Setting Traps in the Jungle

To keep the wild beasts at bay (read: client frustrations), start every project by setting crystal clear expectations. Draw them a map with X marks on the spot, showing timelines and task breakdowns. Clients who know what to expect are less likely to go on a rampage when deadlines sneak up on them.

Educating the Natives (I Mean, Clients)

Empowering your clients goes a long way. Show them the path you’ve charted, step-by-step, so they feel part of the journey rather than just baggage being lugged around. It turns suspicious glares into nods of approval and keeps the peace in the village.

Broadcasting Updates: Not Just for Sports Channels

Keeping clients in the loop with regular updates is crucial. It’s like sending smoke signals to assure them that the project is still on fire (in a good way). This constant connection is the secret sauce to a successful client relationship; communication, not telepathy, keeps things smooth.

The Art of Feedback and the Grace of Boundaries

Allow space for feedback—it’s like a safety valve that lets off steam and realigns tracks as needed. Also, be like a serene monk when confrontations arise: acknowledge the thunder, but don’t let it shake you. Stick to your quality guns, and don’t let yourself be rushed.

Dealing with Workplace Wildlife

When faced with a fuming boss or a power-tripping manager, remember, it’s not just about surviving but knowing when to pack up your tent. Whether it’s taking your grievances to HR or simply walking away, choose your battles wisely.

In Conclusion: Be the Contractor Who Wrote the Book

Contracting isn’t just about delivering spiffy spreadsheets and snazzy slides; it’s about crafting an experience so transparent and smooth that even the most demanding clients want to bookmark you for a sequel. So there you have it, a guide to thriving in the contracting jungle—may your communications be clear and your expectations managed like a pro!

UX Writer v Technical Author

UX Writer Skillset Checklist:

Writing and Editing Skills
  • Ability to write clear, concise, and compelling copy
  • Grammar, punctuation, and style proficiency
Editing and proofreading skill
  • Ability to write clear, concise, and persuasive copy
  • Grammar, punctuation, and style proficiency
  • Editing and proofreading skills
User-Centred Design Understanding
  • Knowledge of UX principles and design thinking
  • Ability to create content that enhances user experience
  • Proficiency in developing user personas and journey maps
Research Skills
  • Competence in user research and usability testing
  • Ability to analyse and interpret user feedback
  • Skill in adapting content based on research findings
Technical Proficiency
  • Familiarity with design and prototyping tools (e.g., Sketch, Figma)
  • Basic understanding of HTML/CSS
Collaboration and Communication
  • Ability to work with UX designers, developers, and product managers
  • Strong interpersonal and communication skills
Project Management
  • Time management and ability to meet deadlines
  • Experience with agile and scrum methodologies
SEO and Analytics
  • Knowledge of SEO best practices
  • Ability to use analytics to inform content decisions

Technical Author Skillset Checklist:

Technical Writing Skills
  • Expertise in creating clear and informative technical documents
  • Ability to explain complex information in a readable format
  • Proficiency in document structuring and technical editing
Research and Analysis
  • Strong ability to gather and analyse technical data
  • Skill in interviewing with subject matter experts
Technical Knowledge
  • Understanding of the technology or products being documented
  • Ability to learn and understand new technologies
Documentation Tools
  • Proficiency in technical writing tools (e.g., MadCap Flare, Adobe RoboHelp)
  • Knowledge of version control systems (e.g., Git)
Attention to Detail
  • High level of accuracy and attention to detail in technical descriptions
  • Ability to maintain consistency across multiple documents
Project Management
  • Experience managing documentation projects
  • Ability to coordinate with various teams and stakeholders
Regulatory Knowledge
  • Understanding of industry-specific regulations and standards
  • Ability to ensure documents comply with legal and regulatory requirements

where do the skill sets of UX writers and technical authors crossover?

Despite having different purposes, UX writers and technical authors share critical skills in content creation.

  1. Clarity and Simplicity: UX writers and technical authors prioritise clarity in communication. UX writers focus on making interfaces intuitive and easy for users, while technical authors simplify complex technical information for readers.
  2. Audience Understanding: Both roles require a deep understanding of their audience. UX writers need to grasp user behaviour and psychology to craft user-centric content. Technical authors must understand their readers’ knowledge level and needs (often developers or technical users).
  3. Writing and Communication: Strong writing skills are essential for both roles. UX writers excel in concise and engaging microcopy (e.g., buttons, error messages), while technical authors write comprehensive documentation or manuals that are structured and informative.
  4. Empathy and Advocacy: UX writers and technical authors advocate for their users or readers. UX writers ensure that user needs are met through language and interaction design, while technical authors advocate for precise, accurate information that helps users achieve their goals.
  5. Collaboration: Collaboration with designers, developers, and subject matter experts is crucial for both roles. UX writers work closely with designers to integrate language into the user interface, while technical authors collaborate with engineers and product teams to gather accurate information.
  6. Research Skills: Both roles require research skills, though the focus differs. UX writers research user behaviour, conduct usability tests, and iterate based on feedback. Technical authors investigate technical facts, write about procedures, and ensure accuracy through testing and peer review.

While these roles have distinct purposes and outputs, professionals in both fields benefit from a combination of linguistic proficiency, user empathy, technical aptitude, and a commitment to clarity and simplicity in communication. This overlap allows for a fluid exchange of skills and knowledge, especially in interdisciplinary teams that create user-friendly products and comprehensive documentation.

Employers can use this checklist to assess the skills and suitability of potential UX writers and technical authors for their teams.

The Art of Bad Technical Documentation: Explained by a Technical Author to a Manager

Dear Manager,

As the dedicated technical author, let me take you through the “Art of Bad Technical Documentation.” Buckle up because we’re exploring the pitfalls and perils of wrong documentation. Here’s why your documentation is ineffective:

Embrace Ambiguity: The Clarity Conundrum

Why be clear when you can be vague? Inadequate documentation thrives on ambiguity. Instead of providing specific instructions, opt for terms like “thingamajig” and “whatchamacallit.” This keeps users guessing and adds an element of mystery to their experience. Remember, a little confusion goes a long way!

Skimp on Details: The Sparse Symphony

Who needs comprehensive information? Give users enough to make them think they understand, but more is required to accomplish their task. Skip critical steps and assume everyone knows what you mean. For instance, “Attach Part A to Part B” works perfectly without mentioning the dozen screws and the exact alignment required. Less is more!

Organise Chaotically: The Disarray Dance

Create a comprehensive setup guide with troubleshooting tips, installation instructions, and advanced features. This will ensure users spend more time searching for information than using the product. Plus, it will turn your documentation into a treasure hunt—fun—fun, right?

Prioritise accuracy: The Error Extravaganza

Facts are boring. Spice things up with outdated or incorrect information. If a user follows the steps and things don’t work, it adds excitement. Who needs up-to-date screenshots or correct commands? Keep them on their toes and guessing!

Overwhelm with Jargon: The Terminology Tango

Fill your documentation with as much technical jargon as possible. If a user doesn’t have a Ph.D. in your field, that’s their problem. Avoid plain language and never define terms. This creates an elite club of those who “get it” and keeps the riffraff out.

Bore to Tears: The Monotony Marathon

Write your documentation like a legal contract—dense, dry, and devoid of any engaging elements. Forget about headers, bullet points, or visuals. Walls of text are your best friend. If your readers fall asleep halfway through, you know you’ve done a successful job.

Ignore Accessibility: The Inclusion Illusion

Accessibility? What’s that? Ensure your documentation is as unfriendly as possible to those with disabilities. Tiny fonts, poor contrast, and a lack of screen reader compatibility are essential. After all, catering to everyone’s needs is just too much work.

Conclusion: The Hallmarks of Bad Documentation

In summary, inadequate technical documentation is an art form that requires a special touch. By embracing ambiguity, skimping on details, organising logically, prioritising curacy, overloading with jargon, boring your audience, and ignoring accessibility, you, too, can create user guides that are as entertaining as they are frustrating.

So, let’s raise a glass to the fine art of lousy documentation. Here’s to keeping our users on their toes and ensuring our tech support team never runs out of work.

Scene: A Discussion Between a Technical Author and a Manager

But have you recently checked the Helpdesk call stats?

How often have you considered the conversation you want with a manager without respect for the written word? When you do, will it go something like the content below? So, let’s read A Discussion Between a Technical Author and a Manager.


      • Technical Author (TA)
      • Manager (M)

Setting: A corporate office in the manager’s office. The room has a large desk, a computer, and bookshelves filled with documentation manuals.

TA: (looking concerned) I’ve been reviewing our latest product documentation and must say it could be better. Numerous inaccuracies make it hard to follow and lack coherence. Our customers have been quite vocal about these issues.

M: (dismissively) I think you’re overreacting. Our documentation is excellent, and customers always find something to complain about.

TA: (patiently) But the complaints are consistent. They mention the same problems: unclear instructions, lack of coordination between sections, and poor flow. These are not just one-off comments; it’s a trend.

M: (irritated) Our customers don’t understand the product. They’re not exactly the brightest, you know. If they can’t follow simple instructions, that’s on them, not us.

TA: (firmly) I beg to differ. Our job is to make the documentation clear and accessible. If multiple customers are struggling, we need to address that with urgency. Documentation is crucial for customer satisfaction and retention.

M: (defensive) We’ve been doing it this way for years. We can’t change everything. Besides, rewriting everything would be a massive waste of time and resources.

TA: (calmly) Consider this: poor documentation already costs us time, money and resources. Also, our contract of delivery states we will supply up-to-date documentation. If a customer reads that, we could find ourselves up to our necks in a lawsuit for providing defective user guides. Another point: I read in a trade magazine our software ranks number 10 out of fifteen competitors, and our company is haemorrhaging cash. I also know you have contracted three more help desk pros to help with the increased demand for the increasing number of calls. But have you checked the Helpdesk call stats lately? They are still overwhelmed with more calls and emails that we could avoid with better documentation. The other day, they were fielding One call every ten minutes, and many calls were from the same customers becasue our help desk needed to know the answer. With every iteration of our software with more add-ins, our customers need help finding solutions that our software promises to fix. And our frustrated customers are turning to our competitors. Better documentation will help the support team. It works two ways.

M: (reluctant) So, what do you propose?

TA: Let’s start by conducting a thorough review of the documentation. I’ll work closely with the product team to ensure we capture all the details accurately. We can reorganize the content to improve the flow and clarity. We should also get feedback from some loyal customers before finalizing anything.

M: (sceptical) And you think that will make a difference?

TA: (confidently) Absolutely. Clear and well-structured documentation can significantly enhance the user experience. It reduces the need for support, increases customer satisfaction, and leads to better retention and word-of-mouth.

M: (sighs) Alright, fine. Let’s give it a shot. But I’m holding you responsible for this. If it doesn’t work, it’s on you.

TA: (smiling) Fair enough. I’ll get started right away.

M: (grudgingly) Make sure it’s worth it.

TA: (determined) It will be. You’ll see.

Narrator: The technical author embarked on a mission to overhaul the documentation. The technical author transformed the documentation into a clear, comprehensive, user-friendly guide through meticulous effort and collaboration. Customer complaints dwindled, support requests decreased, and satisfaction soared. Despite resistance, the manager couldn’t deny the positive impact of the improved documentation. The technical author had indeed saved the day.

How do you manage a knowledge base for a project in the development phase.

Managing a knowledge base for a project in development is not just a task, but a crucial step towards empowering every team member with time-saving information. So, how do you efficiently manage a knowledge base for a project in the development phase? Here are some steps to handle this:

  •  Centralised Knowledge Repository
        • Choose a platform: Select a platform that suits your team’s needs. Options include Confluence, Notion, SharePoint, or a well-organised GitHub repository.
        • Organise Information: Create a structured outline with categories, such as
          • project overview,
          • technical documentation,
          • meeting notes,
          • feature specifications, and
          • troubleshooting guides.
  • Documentation Standards
        • Define Standards: Establish documentation standards and templates to ensure consistency. Include guidelines for writing style, formatting, and required sections for each document type.
        • Regular Updates: update documentation to reflect the latest developments and changes in the project.
  • Version Control
        • Track Changes: Remember to use version control for technical specifications and code, using tools like Git or integrated features in platforms like Confluence. Version control enables you to track document changes throughout their lifecycle, making it easier to revert to a previous version if necessary. 
        • Change Logs: Maintain a change log to record significant updates or revisions to the documentation.
  • Access and Permissions
        • Set Permissions: Define who can view, edit, and manage different knowledge base sections to maintain control and prevent unauthorised changes. Do this through the platform’s settings or by assigning roles to team members.
        • Ease of Access: Ensure the knowledge base is easily accessible to all team members, with intuitive navigation and search functionality.
  • Collaboration and Feedback
        • Encourage Contributions: The knowledge base is not just a repository of information, but a collaborative space. It’s a place where every team member can contribute, fostering a sense of camaraderie and shared responsibility. Implement a review process to ensure the accuracy and quality of the contributions. 
        • Feedback Mechanism: allow team members to provide feedback on the documentation, suggesting improvements or reporting issues.
  • Training and Onboarding
        • Onboarding Materials: Create onboarding materials for new team members, including guides on how to use the knowledge base and where to find critical information.
        • Training Sessions: Conduct regular training sessions or workshops to ensure all team members know the knowledge base and its importance.
  • Integration with Development Tools
        • Tool Integration: Integrate the knowledge base with your development tools (e.g., Jira, Slack, Trello) to streamline workflows and ensure documentation is part of the development process.
        • Automation: Automation updates documentation based on project management tools or codebase changes.
  • Regular Audits and Maintenance
        • Periodic Reviews: Schedule regular audits of the knowledge base to ensure the information is still relevant and up-to-date and the accuracy and relevance of the information you rely on.
        • Clean Up: Remove outdated or redundant information to keep the knowledge base lean and valuable.

Unlocking the mystery of accessible documentation: My Guide

Welcome to the world of technical documentation, where the language feels like embarking on a quest for the Holy Grail. But fear not, fellow adventurers! With a dash of humour and a sprinkle of wit, let’s delve into the whimsical realm of enhancing accessibility in these oh-so-serious documents.

First things first, let’s talk language. Ah, yes, the tangled web of jargon and acronyms. It’s like trying to decipher ancient hieroglyphs without a Rosetta Stone. So, here’s a radical idea: let’s ditch the mumbo-jumbo and speak in plain old English! Novel concept, right?

How about formats? Forget your run-of-the-mill text documents; we’re discussing HTML, PDFs, and audio and video formats! Who doesn’t love an excellent interpretive dance to explain the intricacies of coding? Break out the jazz hands, folks!

What about visuals? Charts, diagrams, and images are all good until you realise they’re about as descriptive as a mime trapped in an invisible box. Cue the alternative text! Describe those images like you’re narrating the most epic tale ever. Bonus points for creativity!

The saga of fonts and typography? Forget about Comic Sans and Times New Roman; we’re in the era of font liberation! Choose your fonts, for they shall guide you through the difficult journey of readability and contrast.

The structure is our trusty steed on this epic adventure. Headings, subheadings, and bullet points are the knights in shining armour, battling the dreaded Wall of Text to save us from writer’s block.

Finally, user feedback. So speak up, fellow travellers! Your feedback could be the key to unlocking the mysteries of accessibility once and for all.

So folks, with humour and creativity, we can transform the world of technical documentation into an adventure. So grab your sword (or keyboard) and join us on this epic quest to make documentation accessible for all!