1. Position Paper on
Value of Technical Publications in the
Telecommunications Software
Industry

3. Introduction
This paper highlights the value and need for quality
TWB - Leading Technical Documentation
technical documentation in the Telecommunications
Software Industry. Outsourcing Company
Technical publications include a variety of documents TWB is a leading provider of Technical Publication
such as user guides, installation manuals, release notes, Solutions and is known for excellence in providing
service routing guides, operations guide, hardware documentation services to many leading companies.
documents, API documents, and training materials.
TWB helps customers with all their technical
In 2009, the telecommunication industry showed a slow documentation needs such as creating user guides,
growth. However, the industry is poised for a meteoric administration guides, process and work flow
growth in the coming years with implementation of new documents, installation manuals, configuration
technology and reforms. According to Telecommunication documents, and training materials.
Industry Association (TIA), the industry will experience a
significant growth in the next three years due to the TWB works closely with client teams located globally,
increasing demand for telecommunication products and and assists them in meeting their worldwide product
telecommunication applications. announcements and launch deadlines. TWB works
round the clock with client teams and help them with
In this ever promising market scenario, characterized by quick responses that aid timely distribution of
fierce competition, mergers, innovation and new products, documents around the globe.
only effective marketing of products will determine the
successful market performance of a company. Accurate
“Knowledge is people, money, learning, flexibility
and quality documentation of the telecom applications will
and competitive advantage. Knowledge is more
ease the development and use of telecom products.
relevant to sustained business than capital or labor.
Moreover, high-class marketing communications can lend
And yet knowledge remains the most neglected
unimaginable power to a company to compete and
asset of a business. TWB helps you unlock and
succeed in the market. Hence, it boils down to the fact
share your technical knowledge with the world.”
that a quality documentation process is an indispensable
part of an organization aspiring to succeed in the
Telecommunication Software Industry.
“TWB believes that technology cannot exist without
being communicated effectively.”
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4. Telecommunications Software - Technical Publications
Growth and Penetration of the Challenges and Solutions
Telecommunications Software Industry
Some of the documentation challenges that most
Telecommunications Software industry is one of the
companies in Telecommunication Software industry
fastest growing industries in the world and is said to
face today include:
become the second largest in the global market by
2010. According to a market analysis by NASSCOM,
telecom industry is the second largest in the world  Providing accurate and clear information
 Providing proper documentation on time during
product release or launch
 Managing the documentation process using the
right tools
Besides development, telecommunications software
development involves testing, implementation, and
maintenance of the developed software. This
process of development and maintenance requires
accurate support documentation to aid knowledge
transfer and business performance. TWB provides
technical documentation solutions that are at par
with the industry standards, and within the budget.
A major part of the cost that is incurred by a telecom
company is due to application maintenance. Only
accurate and easy-to-understand documents can
simplify the maintenance processes, thereby
"Mobile data will be the primary engine of growth, reducing the costs involved. TWB provides
seeing revenue increase by 15% to $223 billion," documentation solutions for creating maintenance
notes Leslie Arathoon, vice president of research and process documents that are accurate and easy-
at Pyramid Research. to-use.
Globally, the telecommunication industry contributed
around 3.7$ trillion in 2009. The International
Telecommunication Union (ITU) estimated that in 2008 Benefits
there were 4.01 Billion subscribers, as compared to
the 1.41 Billion subscribers in 2004. The above Partnering with TWB has extremely benefited many
statistics show a 23.2% compounded growth. companies in cutting costs and producing professional
documentation. Use of technical publication benefits
With telecom industry cutting across every other the telecommunication software development in:
industry and all facets of life, the demand for
innovative telecom applications will continue to grow.  Simplifying presentation of technical and complex
The companies that have proven documentation data
process in place will help develop telecom products  Increasing the product value for marketing and
faster and market them quickly. The inter-dependency usage
of telecom applications and telecom products
necessitate fool-proof documentation to perform well in
the telecom market.
The trade group expects the worldwide telecom
market to grow to US$4.6 trillion by 2011,
compared to about $3.9 trillion in 2006. About $1.3
trillion of the 2011 market will come from the U.S.,
the TIA said.
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5. Value of Technical Publications
Technical Communication for Communication for Different Levels of
Transferring Product Knowledge Technical and Product Knowledge
In technical publications, audience is the focal point.
The purpose of technical communication is to transfer
Hence, the style, language, and content must vary
product knowledge to end users in a comprehensible
depending on the type of audience being addressed.
manner. The strategies of communication and levels of
It is because every user has a specific role in the
information vary depending on the type of product and
implementation and usage of the technology.
audience.
Therefore, it is important that documents be created
keeping in mind the role of the person who will use
Providing end users with information about a product’s the document.
operation and maintenance is critical to the market
performance of the product. Hence, the need for quality
For example, when you document a software
documentation is imperative.
application designed for highly technical users, it is
sufficient to provide the users with quick reference
In today’s business scenario, technical publications are information to use the application.
often developed as an afterthought. This usually results
in inaccurate and incomprehensible documentation,
For users who start without technical or product
which, in turn, renders the users incapable of using the
knowledge, it is important to provide detailed product
products.
information along with instructions on how to use the
product.
Accurate, readily understandable, and quality documents
determine how a product sells in the market and result in
increased customer satisfaction.
Attractive Publications as Useful
Marketing Tools
Faulty Assumptions that Result in
Problems in Documentation Besides transferring knowledge, technical
publications are also used for marketing a product.
The faulty assumptions listed below result in Before a product is released in the market,
incomprehensible document: information about the product needs to be effectively
communicated to the customers.
 Developers know their products better than anyone
else – due to time constraints and limited resources, Well-designed, accurately presented, and attractive
many companies assign their documentation tasks to marketing collaterals increase the market prospects
the programmers. This more often results in the of a product and reduce support costs.
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
 Importance of Telecommunications Software: The importance and significance of telecommunication
software engineering is evident from the fact that telecommunication is currently the largest mode of
communication.
 Value of Technical Publications: Technical Publications are very essential for transferring product knowledge
to end users. Provisioning of proper material to use the technology and products enables the user to accept and
efficiently use the product. Faulty assumptions about documentation lead to inaccurate and hard-to-understand
material. This also decreases the chances of marketing the products in the global market.
 Role of Documentation Outsourcing: The complexity involved in developing products requires that vendors
and purchasers consider outsourcing their documentation needs to well-established Technical Publications
Solutions providers. Outsourcing technical documentation has helped companies 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 allows
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 Solutions Technical Product Documentation Quality
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 Decision
 2D & 3D animation
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:
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 /
 Adobe Flash® Supporting tools
Illustrations
 Adobe Photoshop®
 Adobe Fireworks®  Adobe Flash®
 Adobe Flash CS4 Professional  Adobe Flex®
 Adobe Illustrator CS3 Online Help  Adobe AIR®
 CorelDRAW  Adobe Dreamweaver®
 Microsoft-Expression Graphic  Adobe Acrobat®
Designer  JavaHelp
 Microsoft Silverlight®
 Xara Xtreme (Windows & Linux)  Adobe RoboHelp 7.0
 Adobe Authorware®
 CuteDraw  HelpScribble
 Adobe Director®
 Publisher3D(for animation)  WebWorks Publisher
 Adobe Captivate®
 Sketsa SVG Editor (for vector  PowerCHM
 Trivantis Lectora®
graphics)  Doc-To-Help
 ASP.NET
 Techsmith Camtasia  WinCHM
 JSP
 Arbortext IsoDraw (technical  HelpSmith 2.1.1(Windows)
illustrations for 2D and 3D)  JAVA
 Fast-Help
 MadCap Flare
Standards
 Help-Server
Graphics/Animation
 NVU Help
 SCORM 1.2 / 2004
 Adobe Flash®  AICC
 Adobe Photoshop® XML  W3C
 Adobe Illustrator®  Section 508
 Adobe Fireworks®  XMetal®  QTI XML
 Microsoft Silverlight®  Microsoft Word 2003®,
 Microsoft Word 2007®
Development and Publishing
Databases tools
CMS/ LMS  XSLT/XSL
 Microsoft Access
 EDD
 Microsoft SQL Server
 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:
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:
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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