Need a writer? Or do you just need some help?

Someone said “There’s no such thing as writing…just re-writing” and as time goes on I’m realizing this is true in several ways. I was reminded of this while talking to people at a trade show I recently attended. I engaged several people from various booths in conversation and mentioned that I “write” manuals, procedures, training materials, and other documents. As usual, the response was, “We write our own manuals.”

What can I say to that? You shouldn’t! You should let me do it! I’m a professional! I also can’t really tell them their writing isn’t good enough. At that point for all I know they may be very effective communicators. Obviously these wouldn’t be the most effective marketing techniques.

But experience has shown me that most small to medium sized companies who do their own technical writing are not entirely happy with their results. Usually they know their documentation needs improvement but several factors are holding them back from getting what they need. First, they don’t know where to find someone who they are confident can help. Second, they are not sure whether the price they will pay will be worth the benefits of better documentation.

So I have realized that often what the client needs is not a technical writer, but a technical re-writer. Other ways to describe it is editor or documentation consultant–someone who can meet them at the point where they need help, and can provide cost-effective recommendations and assistance. The client knows the content they want in the documents, and they often have good ideas about how it can be best organized for their customers. I know how to organize, present and clarify information so it has the effect the client wants.

As for the cost of my services? Usually, the savings realized from reduced product support (telephone, in-house and field service) and decreased product returns pays for my fees in the first few months after completion of the document upgrades.