The First Line of Support

Customer support costs account for as much as 60 percent of a high-tech company’s total costs. Documentation is the first line of support for most customers, and customers usually use documentation to find the answer to a problem they’re having. The inevitable result of poor or nonexistent documentation is that more people try calling the customer support lines for help.

Butow, Eric. Software Development Times (2006). Articles>Documentation>Software>Technical Writing

The Technical Writer as Software Evaluator

Technical writers are taking on more responsibilities. More and more, writers are being asked to participate in the design and review of a new product, or to help organize the efforts of a product team. Before you even begin evaluating software, resolve the following points in your own mind: Performing a comprehensive evaluation of a piece of software takes time, and chances are that no one product has all the capabilities you would like it to have, so be prepared to make concessions.

Boston Broadside (1992). Articles>Writing>Technical Writing>Software

Tools in Technical Writing

Technical writers create documents in various formats like electronic publishing, print, online help, etc. The various tools used to produce technical documents are described below.

Smita, Richa. Blogspot (2008). Articles>Writing>Technical Writing>Software

Writing Technical Documentation with Sphinx, Paver, and Cog

I've been working on the Python Module of the Week series since March of 2007. During the course of the project, my article style and tool chain have both evolved. I now have a fairly smooth production process in place, so the mechanics of producing a new post don't get in the way of the actual research and writing. Most of the tools are open source, so I thought I would describe the process I go through and how the tools work together.

Hellmann, Doug. O'Reilly and Associates (2009). Articles>Documentation>Software>Technical Writing

Top 3 Open Source Software You Can Use to Write and Design Technical Documents

Although I love using the proprietary software that I’ve mentioned in the first sentence, I enjoy using open source software as well since some of them are actually better than the paid software in some respects.

Akinci, Ugur. Technical Communication Center (2009). Articles>Software>Technical Writing>Open Source

Authoring Tools Do Matter

The authoring tool does matter. Writers are focusing on the wrong set of issues (leading, kerning, print formatting), none of which is actually relevant for the output.

O'Keefe, Sarah S. Palimpsest (2009). Articles>Documentation>Technical Writing>Software

Open-Source Software for Technical Writers

For companies that are struggling in the current times because of the economic slowdown, an option that might not compromise on product quality is to switch to open-source software. In this article, I will talk about open-source publishing tools for the writing community.

Dhodi, Harjot Singh. Indus (2009). Articles>Software>Technical Writing>Open Source

Writing Great Documentation: What to Write 

Tech docs can take a bunch of different forms ranging from high-level overviews, to step-by-step walkthroughs, to auto-generated API documentation. Unfortunately, no single format works for all users; there’s huge differences in the way that people learn, so a well-documented project needs to provide many different forms of documentation.

Kaplan-Moss, Jacob. Jacobian (2009). Articles>Documentation>Technical Writing>Software