Good e-content is not "dumping" existing paper
documents online. This results in wasted conversion time,
unusable output, and frustrated users.
We can help you create usable online documentation by:
Analyzing your existing documents to determine their suitability
for online use, then recommending ways to write and structure
them for online use.
Analyzing your environment and recommending
tools for developing online documentation.
Designing your materials and creating a prototype
for you to follow.
Conducting usability studies to make sure users
can access documents the way you intend them to.
A few customer projects:
With our Help,
CGU Canada Group's call centre has been able to reduce
the length of an average call by three minutes, resulting
in a projected annual savings of $60,000./yr., and an
ROI of more than 300%.
The largest property and casualty
insurer in Canada, CGU needed to increase their customer's
speed of access to their insurance product guides.
We identified online documentation as the best solution
for this client.
As most CGU users (call
centre and brokers) did not have access to the Web
or an intranet, we recommended creating Windows Help
materials. In addition, we developed a Lotus Notes
version of the CGU Managers' Policy and Procedures
among some 65,000 international staff were much improved
by the db solution we designed for Coopers and Lybrand.
Coopers and Lybrand (now part
of PricewaterhouseCoopers), one of North America's
leading professional service firms, needed to develop
user documentation for a new international application.
Documentation was needed for both users and systems
We designed a solution consisting
of system-integrated user information and self-contained
system administrator materials, stored in four Lotus
Notes document databases. Many of the system’s
65,000 users speak English as a second language, so
we took great care to create clear and easily accessible
internal efficiency and customer satisfaction with the
Help, guidance and training we gave them.
A leading provider of multi-platform
e-business solutions for industry leaders, Entrevision
had a Lotus Notes/Domino-based product that enabled
users to create a Web site using templates, graphical,
and navigational elements.
We analyzed their information
requirements, specified the required documents, created
a Lotus Notes Help prototype, produced the system
administration guide, and trained Entrevision personnel
in the effective writing and design of online materials.