Q4 Inc.

Objectives

Q4 Inc. was looking for a technical writer to contribute to their Product team by creating sophisticated technical documentation. Moreover, they needed to help improve their product experiences and increase user enablement by translating complex data and information into simple, engaging educational materials that would empower their users to achieve their goals.

They needed to define and create standards to elevate their copy, set the vision for content, and drive cohesive narratives across multiple enterprise products. A deep understanding of how clients use their products was required to create content to guide them to follow best practices and achieve their intended outcomes.

Solutions

Here were the main solutions to achieve the objectives set out by Q4 Inc.:

• Write new content or update materials prepared by other Product Team members.
• Publish deliverables including but not limited to knowledge base articles, release notes, feature guides, and product documentation.
• Gather and analyze technical and product information from various sources to document new or changing product functionality.
• Create in-depth user guides, FAQs, technical overviews, and in-product help documentation.
• Work within Agile development processes to support scrum teams.
• Collaborate with multidisciplinary teams to gather product information.
• Proactively build the foundation for all technical documentation, identify problem areas, and contribute to their improvement.
• Establish a unified voice across multiple enterprise products, and help shape Q4's vision by creating product writing guidelines.

Results

Clear and Concise Product and User Documentation

All documentation written for Q4 was methodically thought out to ensure the content was easy to digest and follow. The documentation included product help center guides, API documentation, documentation processes, internal/external release notes, and software copy edits.

Streamlined R&D Processes

SWFTMENT documented R&D processes to ensure all members across all departments followed a strategic approach to documentation. These streamlined processes ensured that newly written documentation was communicated to every organization member.  

Continued Documentation Maintenance

SWFTMENT maintained all documentation to ensure up-to-date information was being presented to internal staff. Moreover, processes were put in place to decommission documentation that was no longer relevant or was outdated and needed to be revised.

Freeing Up R&D Resources

By shifting technical writing to SWFTMENT, Q4 R&D members could focus on their main objectives without taking time out of their busy schedules to see to any documentation needs. This not only improved word efficiency but resulted in higher-quality documentation.