1. Position Paper on
Value of Technical Publications in the
Enterprise Collaboration and Content
Management Industry
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3. Introduction
This paper presents the value and need for Technical TWB – Leading Technical Documentation
Publications in the Enterprise Collaboration and
Content Management (ECM) industry.
Outsourcing Company
Technical Publications in the ECM industry include a
TWB is a leading technical publisher with an excellent
wide range of documents such as user guides, online
record of providing unmatched technical documentation
help, business collaterals, training material, reference
to many major companies.
guides, administration guides, operation manuals,
installation manuals, and Web-based training material.
These documents provide information on various TWB is the ideal choice for leading vendors of ECM
processes and procedures involved in the ECM solutions. TWB helps customers with all their technical
industry. documentation needs such as user guides,
administration guides, installation manuals, process and
workflow documentation, configuration documents and
With businesses fostering collaboration, ECM
training materials.
implementation is gaining wide acceptance from
various sectors around the world. This industry is
witnessing massive growth with new applications and TWB works closely with client teams located globally,
tools being developed regularly. These tools help and assists them in meeting their worldwide product
organizations manage content and collaborate the announcements and launch deadlines. We work round-
same with teams located locally and globally. the-clock with client teams and help them with quick
responses that facilitate timely distribution of documents
around the globe.
Reaching the right audience and proper
implementation of technology ensure positive growth,
stability and good reputation in the market. This can be “Knowledge is people, money, learning, flexibility
achieved with proper documentation which is simple, and competitive advantage. Knowledge is more
effective, and understandable. The best way to gain relevant to sustained business than capital or labor.
expert work quickly and cost-effectively is by And yet knowledge remains the most neglected
outsourcing the documentation work to a relevant asset of a business. TWB helps you unlock and
professional company. share your technical knowledge with the world.”
Outsourcing helps businesses get quality work from
domain experts in stipulated time without burdening
the existing resources or stretching into unexplored
territories.
“TWB believes that technology cannot exist
without being communicated effectively.”
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4. ECM Industry – Technical Publications
The worldwide ECM market has seen steady growth Challenges and Solutions
through the years with penetration in varied sectors like
IT, Legal, and Finance. According to leading industry
researcher Gartner, inc., this market is growing Some of the greatest documentation challenges that
exponentially and will be more than US $4.2 billion in most companies face today include:
2010.
 Creating Training Packages for developers and
ECM Market Growth (2006 - 2010) users
 Maintaining accuracy and quality of documents
Timely availability of quality documents for product
Total Software Revenue
5,000.0 4,248.3 
3,755.2 releases
(US$ in Billions)
4,000.0 3,316.8
2,614.4
2,949.3  Creating documentation for a global audience
3,000.0
 Improving user experience
2,000.0
1,000.0
To address the challenges faced by the ECM industry,
0.0
2006 2007 2008 2009 2010
TWB with its expertise in Technical Publications
provide the following solutions:
Years
 Documentation in simple, easily understandable
English
According to Gartner's latest Magic Quadrant for  Easy-to-read documents, catering to the global
ECM, the market is expected to resume a healthy audience
growth rate by 2011, with predictions exceeding $5.1  Accurate and quality documents
billion in worldwide software license revenue by
2013.  Multi-staged documentation with in-depth quality
reviews
 Timely submission and quick turnaround time
 Single-point-of-contact for documentation
The industry sources estimate that ECM is growing 7
percent to 8 percent annually, which is a very healthy
trend compared to the overall growth of 2 percent to 4
percent of general IT market. ECM is emerging as one of Benefits
the most promising business with key players fighting for
major market share.
A leading vendor of ECM tools has drawn the following
benefits from its association with TWB:
“For many organizations, unstructured content is
fundamentally out of control,” said Tom Eid,  Enormous cost savings
research vice president for Gartner.
 Professional and error-free documentation
Enterprise content management (ECM) can bring  Timely product releases
business process efficiencies and help the  Maximized documentation usability
environment at the same time by reducing paper-  Improved user experience
based processes and the inherent latencies and
costs, according to Gartner, Inc.
To emerge victorious in this highly competitive ECM
market, it is imperative to have simple, accurate, and
easy-to-understand documentation in place. This
ensures professionalism which will in-turn propel the
business to new heights.
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5. Value of Technical Publications
Technical Communication for Communication for Different Levels of
Transferring Product Knowledge Technical and Product Knowledge
The purpose of technical communication is to transfer In technical publications, audience is the focal point.
product knowledge to end users in a comprehensible Hence, the style, language, and content must vary
manner. The strategies of communication and levels of depending on the type of audience being addressed. It
information vary depending on the type of product and is because every user has a specific role in the
audience. implementation and usage of the technology.
Therefore, it is important that documents be created
Providing end users with information about a product’s keeping in mind the role of the person who will use the
operation and maintenance is critical to the market document.
performance of the product. Hence, the need for quality
documentation is imperative. For example, when you document a software
application designed for highly technical users, it is
In today’s business scenario, technical publications are sufficient to provide the users with quick reference
often developed as an afterthought. This usually results information to use the application.
in inaccurate and incomprehensible documentation,
which, in turn, renders the users incapable of using the For users who start without technical or product
products. knowledge, it is important to provide detailed product
information along with instructions on how to use the
Accurate, readily understandable, and quality documents product.
determine how a product sells in the market and results
in increased customer satisfaction. Attractive Publications as Useful
Marketing Tools
Faulty Assumptions that Result in Besides transferring knowledge, technical publications
Problems in Documentation are also used for marketing a product. Before a
product is released in the market, information about
The faulty assumptions listed below result in the product needs to be effectively communicated to
incomprehensible document: the customers.
 Developers know their products better than anyone Well-designed, accurately presented, and attractive
else – due to time constraints and limited resources, marketing collaterals increase the market prospects of
many companies assign their documentation tasks to a product and reduce support costs.
the programmers. This more often results in the
creation of technology-centered information, while
end users require task-oriented information.
 Documentation of complex applications requires a
longer learning curve for the writer - learning the
product will not be a major obstacle for writers with
the right technical background.
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6. Conclusion
 Competitive Growth in the ECM Industry: Growth of ECM vendors relies heavily on an accurate, timely, and
cost-effective documentation process. ECM vendors cater to a global audience and hence need simple-to-read
content that will minimize localization expenses. while staying ahead of competitors.
 Value of Technical Publications: Technical Publications are very essential for transferring product knowledge
to the end users. Provisioning of proper material to use the technology and products enables the user to accept
and efficiently use the product. Faulty documentation can lead to inaccurate and hard-to-understand content
which will have a negative impact on the product’s performance in global markets.
 Role of Documentation Outsourcing: The complexity involved in implementing an ECM tool requires that
vendors and purchasers look at outsourcing their documentation needs to well-established Technical Publication
Solution providers. This helps the company cut costs and at the same time deliver their products with quality
documents.
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7. TWB Services
TWB is India’s leader in technical communication outsourcing and education. TWB offers a complete suite of services that allow
our customers to effectively publish their technical knowledge with their people and processes. TWB’s customers range from
Global 500 – including Cisco, Accenture, McAfee, LG, Samsung, Citrix, SAP, Siemens, AOL, Intel; Indian technology majors –
including Infosys, Wipro; Global defense majors - Pratt & Whitney, Honeywell, DRDO, HAL; and exciting technology startups.
TWB's expertise in technical communication ranges from IT Products and Outsourcing, ITES, Banking, Financial, Aerospace,
Defense, Ship Building to Hi-tech Manufacturing, and Discrete and Process Manufacturing.
TWB’s services include:
Technical Marketing Technical Product Documentation Quality
Solutions Documentation Management
 Datasheets
 Administrator’s Guide
 Datasheets  Copy Editing and Proof Reading
 API Document
 Cheat sheets  Managing Writing
 Configuration Guide
 Solution Briefs/Solution Brochures  Editing Services
 Functional Specifications Document
 Presentations – Products/Corporate  Layout and Design
Profile  Installation Manual
 Creating SLAs
 Brochures and marketing collateral  Interface Document
 Web content  Interactive Electronic Technical Manual
(IETM)
Business Documentation
 Audio and video scripts
 Maintenance Manual  Business Proposals
 Press releases
 Online Help  Legal Disclaimers
 Direct mail
 Operation Manual  Policy Manuals
 Newsletter design copy
 Product Demo  Style Guide Design
 Sales catalogues
 Product Specifications Document  Template Design
 Sales sheets
 Product Overview Document
 Quick Reference Guide
Business Communication Content Management
 Release Notes
 Short Reports  Requirement Analysis Document
 Single Sourcing
 Proposals  SDK Document
 File Version Control
 Case Studies  Troubleshooting Manual
 Document Naming Conventions
 Lab Reports  User Manual
 Consistent Document Formatting
 Memos  Open Source Documentation
 Data Transformation
 Progress/Interim Reports  Programmers Guides
 Writing for Electronic Media  Functional Specifications Document
 Use Cases Web site Development
Illustrations  Online Help /Context Sensitive Help
 Web 2.0 development
 Troubleshooting Guides
 Graphic Designing  Web content

 Info graphics  Web applications
Qualitative Analytics for
 2D & 3D animation
Decision Support Translation and Localization
 Line drawings and illustrations
Services
 Economic Business Research
Process Documentation  Industry Analysis  Software Translation Services
 Workflows  Market Opportunity Analysis  Document Translation Services
 Standard Operating Procedures  Competitive Business Analysis  Localization (L10N) Testing
 ISO Documentation  Company & Prospect Profiling  Internationalization (I18N) Testing
 CMM Documentation  Reporting Solutions
 Assessment of Unmet Market Needs Records Management
Deployment and Support  Status and Potential of Technologies
 Document Management Solutions
 Benchmarking of Strategies Vs
Competition  Record Management Storage and
 Installation and Configuration Guides
Retrieval
 Operations Manual  Forecasting
 Sales Force Effectiveness
 Market Assessments
 Competitive Intelligence
 Opinion Leadership
 Emerging Markets - evaluation and
research
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8. TWB Software Tools Expertise
Our technical proficiency in software and authoring tools includes:
Unstructured Content XML Structured Editors Multimedia /Authoring
Development
 Epic  Adobe Flash®
 Microsoft Word®  FrameMaker+SGML  Adobe Dreamweaver®
 Adobe FrameMaker®  X-Metal®  Microsoft FrontPage®
 Adobe InDesign®  Adobe Captivate®
 QuarkXPress® Macromedia Captivate
 Adobe PageMaker® Graphics/Animations
 Multimedia /Authoring /
Illustrations  Adobe Flash® Supporting tools
 Adobe Photoshop®
 Adobe Flash CS4 Professional  Adobe Fireworks®  Adobe Flash®
 Adobe Illustrator CS3  Adobe Flex®
 CorelDRAW Online Help  Adobe AIR®
 Microsoft-Expression Graphic  Adobe Dreamweaver®
Designer  Adobe Acrobat®
 Xara Xtreme (Windows & Linux)  JavaHelp
 Microsoft Silverlight®
 CuteDraw  Adobe RoboHelp 7.0
 Adobe Authorware®
 Publisher3D(for animation)  HelpScribble
 Adobe Director®
 Sketsa SVG Editor (for vector  WebWorks Publisher
 Adobe Captivate®
graphics)  PowerCHM
 Trivantis Lectora®
 Techsmith Camtasia  Doc-To-Help
 ASP.NET
 Adobe Flash CS4 Professional  WinCHM
 JSP
 Arbortext IsoDraw (technical  HelpSmith 2.1.1(Windows)
 JAVA
illustrations for 2D and 3D)  Fast-Help
 MadCap Flare Standards
Graphics/Animation  Help-Server
 NVU Help
 SCORM 1.2 / 2004
 Adobe Flash®  AICC
XML
 Adobe Photoshop®  W3C
 Adobe Illustrator®  Section 508
 Adobe Fireworks®  XMetal®  QTI XML
 Microsoft Silverlight®  Microsoft Word 2003®,
 Microsoft Word 2007®
Databases Development and Publishing
tools
CMS/ LMS
 Microsoft Access  XSLT/XSL
 Microsoft SQL Server  EDD
 Sharepoint®
 Moodle
Flowcharting  Joomla,
 WordPress
 Microsoft Visio  Media Wiki
 iGrafx  CMS Builder
 EDraw  Author-it (formerly AuthorIT)
 RFFlow  Alfresco
 Flowbreeze
 Smart Draw
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9. Industries Served
TWB services a wide range of technology and knowledge driven industries, helping them meet their markets better, these include:
 Banking, Insurance and Financial Services  ITES/ KPO/ BPO
 Consulting and Business Services  Pharmaceuticals and Biotechnology
 Defense, Aerospace and Hi-Tech Manufacturing  Process Manufacturing and Allied Industries
 Education and Learning  Steel, Ship Building, Construction and Aviation
 IT, ITES  Telecom and Digital Communications
TWB has been the preferred technical documentation outsourcing company for:
The TWB Building US Office:
No: 4062, 19th Main Road, TWB
HAL 2nd Stage, 11701 Norwegian Wood Drive
Bangalore – 560008 Austin, TX 78758
India.
Landmark: Behind Carlton Towers
Telephone: Telephone:
+91.80.40741400 / +91.80.41256367 +1.512.586.8357
Corporate Enquiries: corp@twb.in
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