It's the digital age, so we deliver the information your staff and clients need, in whatever medium is most effective.
Paper-based manuals are relevant for documenting all your internal procedures so that you can maintain your quality systems, maximise health and safety, and secure business continuity.
If you are a manufacturer, we can provide clear illustrated instructions on how to operate your product. This will not only enhance your reputation for providing a quality product, but also a quality service that reduces training and support costs.Paper Documents & PDFs
Use screencasting to show users how easy it is to use your software. Watching someone else perform and explain a task helps to eliminate any anxiety users may have. Build trust by demonstrating what can be achieved with your software.Video
With clear descriptive and and easy-to-find instructional content, users can easily locate the information they need. This results in less downtime, fewer support calls, and higher productivity.Online Documentation
Bring your employees up to speed quickly with instructional videos. Video (including animation) can be an integral part of any training programme, reducing learning times in the process.Video
Mitigate harm to your business, staff and customers with clear, concise and up-to-date documentation. If policies, processes and procedures are not documented or are not kept up-to-date, how can you hold anyone responsible for ignoring them?
Find out what you don't know by documenting the current reality of your business.
Chances are, what you think your staff do, and how they go about doing it, does not reflect reality. It's time to uncover what is really happening in your business!
Staff actively involve themselves in mapping workshops. It's a joy for them to see current reality being documented, and to know that their input is valued.
Demonstrate to your staff that you are listening. With clarity around what is actually happening and buy-in from your staff, you can bring about effective change.
The purpose of written procedures is to mitigate user downtime.
If users have a problem and turn to a manual for help, they should be able to find the relevant topic within three turns of the page. The topic should then tell users step-by-step how to solve their problem, so they can quickly return to the task at hand.
If you are concerned about productivity and its effect on your business's bottom line, perhaps it's time to introduce clear, concise and easy-to-follow documentation to your workplace.
Providing help-desk support can be expensive. Would it not be simpler to provide users with the documentation they need, when they need it, and written using their vocabulary?
If it's all hands to the pump every time you release a new version of your software, it's time to adopt Plain English release notes and instructions.
Reduce support costs for both you and your clients by empowering users with effective and accessible Plain English online documentation.
A comprehensive suite of training documents with each document tailored to its respective audience (learner, trainer and assessor) is key to establishing a workable training programme.
It's important to include sign-off forms so that you can gather evidence of attendance, and show that the learners have been trained and assessed against clear learning outcomes.
A picture truly does paint a thousand words. It results in a leaner document and connects with people in ways that copious pages of boring text can never do.
Help staff get up to speed faster with their roles and reduce human error by using illustrations that are relevant to the purpose of the content.
Take things a step further, and show staff and customers how to perform tasks. Watching a video demonstration enhances the effectiveness of any training.
Why provide expensive one-on-one training when you can record once and train many.
There is more to a user-interface than just looking pretty. Inconsistencies in appearance and behaviour make a product feel unintuitive; leading to frustration, increased training costs and lower productivity.
Standardising onscreen vocabulary, the use of colour and the behaviour of onscreen controls is an effective way to enhance learning and productivity while reducing documentation, training and support costs.
Chris is a technical writer and illustrator based in Hawke’s Bay, New Zealand. Chris brings clarity to your business's documentation, making it easier to read – saving your readers’ time.
With over twenty years experience in documentation, Chris can manage the documentation development process through to completion. This involves gathering relevant information, ensuring drafts are reviewed and feedback incorporated, and the completed documentation signed off. This process typically involves facilitating the involvement of a range of stakeholders with minimal impact on their time.
The principles of structured writing are applied to ensure content is:
Achieving simplicity involves balancing clarity with conciseness, and this can require a fair bit of analysis. Being concise and to the point is good, however, never sacrifice clarity for conciseness. Too little information can be just as ineffective as providing too much.
Clearly identifying the audience and purpose of the documentation makes it easier to:
Sometimes, information that may seem nice to have, serves no purpose within the context of what is being written and is better left out.
Style plays an important role in the documentation process. Each information type, e.g., procedure, hazard notice, or policy statement, should be categorised and styled consistently throughout a document or suite of documents.
On a subliminal level, readers should be able to recognise particular types of information at a glance. For example, a hazard notice should never look like a policy statement. Procedure steps should never be mistaken for a numbered list of items, and vice versa. It's all in how you style your content that makes different types of information instantly recognisable.
If it's easier to read, it's more likely to be read.
This 3-hour workshop covers a range of principles that your team can apply to writing a range of documents.
We cover cover the principles of good business writing, and learn to:
Attendees will spend time in small groups for practical exercises and discussions.
Chris’s 'Business Writing Simplified’ workshop has been invaluable for our staff and business as a whole. Chris delivered a concise, interactive course that delivered to our needs.
An instant improvement in both internal and external communication has been noticed within Vet Services.
This workshop can be customised to solve the issues you may have with your businesses emails, reports and documentation in general. For more information about running a workshop for your team, get in touch with Chris by filling out the form below.
Being a small team it was essential to future proof the organisation in case a staff member left. Having documented processes and procedures enables new staff to get up to speed quickly, ensuring interruption to our business of granting to community organisations is minimised. We found Chris excellent to deal with. He quickly gained an understanding of our organisation and was a good sounding board for our questions and comments.
With Chris’s training programme, we not only have a manual, we have an in-house resource to maintain it. Already the manual has helped new staff come up to speed quickly, made it easier to transition staff from one set of responsibilities to another, and will help us replicate our operations to new locations as we expand the business.
We were pleased to find and identify Chris Heath as the person who could assist us with redocumenting our process and procedure manuals. I spent time working with Chris to establish our templates and content, resulting in a very good end product. I happily recommend Chris’ services to anyone who is considering this for their business.
Chris has been invaluable in getting our manuals and procedures up to date. This has kept Drug Free at the forefront of the drug testing business in an ever-changing environment.
Working with Chris was an absolute breeze. Not only was I impressed with the quality of his documentation, he helped us improve the user experience of our product.
Chris highlights the value of clear, simple communication which is important across all aspects of business; both internal and external.
Chris is amenable and innovative and has added good structure and process to obtaining a high-quality output from a large and diverse group of leading experts in environmental monitoring.
HB Technologies (HBT) is an IT company specialising in solutions for business. Starting in 2007, our personal approach to providing managed office services has seen more than 600 customers choose us for their office technology and support.
We have had the pleasure of engaging Chris Heath to assist us with developing a range of written material, including IT policies and procedures, proposal templates, user training videos and one-off assignments for specific written proposals to customers.
In all cases we have appreciated Chris’s ability to quickly pick up on what we require, make professional and considered suggestions for enhancements to the final product, and produce the required material always to the timeframes needed. We are always totally impressed with what is produced.
We find Chris incredibly easy to work with and appreciate his ability to completely “get” who we are as an organisation. His writing fully reflects who HBT is, and provides us with material that is well worded, geared to the target audience and thoroughly professional.
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Phone: 027 4393 796