Technical Writing

Capturing Knowledge is at the base of everything we do.

The format of the material depends on the usage:

Quick Reference Guides (QRG)

• Short (1 or 2 page) focused on a single task.
• Easy to access and to-the-point.
• Steps with key images. No background or extensive context.
• Audience is the experienced operator who needs a checklist or refresher.

Manuals

• Processes and procedures pertaining to an entire complex component.
• Offers full context and complete background and history.
• Steps are detailed, graphical, and explain variations and trouble-shooting.
• Incorporate diagrams and charts to aid explanations.
• Usually online format, with links to examples, videos, animations, and related material.

Knowledge Transfer Packages (KTP)

For capturing and maintaining the operational aspects of key components.
Usually consist of:

• An Overview to give team leads or new staff an orientation of the why/what/when/who/where of the component.
• A set of QRGs for operational support, usually as quick reminders for experienced operators.
• A Build Guide, to configure and instantiate the component from scratch.
• A Run Book, to give in-depth processes and procedures for the care and feeding of the component.
• Any supporting diagrams or schematics.

KTPs are best tracked on a knowledge dashboard to maintain their currency.