Despite their market-leading position, the company had no professionally-produced documentation, and were beginning to suffer as a result. Increasing customer complaints about lack of operating information, and an ever-increasing volume of calls to the help desk could no longer be ignored - especially in the run-up to the launch of a completely new software release.

As with many new clients, they were sceptical about the ability of an outside organisation to understand their product and their market adequately, and were concerned about the potential costs. However, after a short period of analysis, we provided them with a detailed synopsis and sample help system which convinced them of our abilities, and with a quotation which they regarded as good value – provided we delivered what we promised.

Our brief was to ‘produce user guides and context-sensitive help that would stand comparison with the best in the market in every respect; quality of information, ease of use and presentation’. Of course, it also had to be ready for the launch, even though the software was still very much in development and would undergo changes right up to the last minute. (Nothing unusual there, then!)

To fulfil this requirement, our authors worked extremely closely with the product development team, and got to know the product inside out by repeatedly using and testing every aspect of it. Incidentally, many of the comments and observations made by PDA resulted in beneficial changes to the software before it was launched. We produced a comprehensive user guide, on-line tutorials and on-line help which more than met the client’s expectations. What’s more, they were on time and within budget.

It is by providing a quality service that we obtain the majority of our business by repeat orders. In this instance, we have documented two more products for the same client since the original contract, and are already gearing up for the next major release.