|
What are the pros and cons of outsourcing technical documentation? What are the advantages, what are the disadvantages when software documentation such as user manuals, online help files, screencasts, demos or tutorials are created by an external service provider or contractor?
Is it possible and does it make sense to source out the creation of technical documentation?
“Outsourcing is too expensive.”
At a first glance, the rates of an external documentation service provider may seem high. However, other than with a permanent employee, you only have to pay for productive time that was actually spent on the project. There are no ancillary wage costs such as social insurance contributions, days of illness, vacation, training, etc. In most cases, you also save the cost for a workplace at your company, including special software.
Therefore, below the line, a documentation service provider rarely is significantly more expensive than an employee. But you’re much more flexible in times of unsteady workload.
|
“An external documentation service provider will never understand our products as well as we do.”
Of course, every new contractor will have to learn a lot about your products and about your clients. This will take some time, but it also has a major advantage: No one will be able to produce technical documentation that’s more user friendly than somebody who has to learn the same things as the user. Permanent employees will take many things for granted that aren’t obvious for users. Documentation written by an insider often lacks vital information and can thus be hard to understand for novice users.
|
“When I outsource documentation I will have to spend a lot of time on project management.”
Of course, your management times must be taken into account for your individual cost-benefit analysis. No project will go without planning, meetings, interviews and reviews. However, remember that most of these tasks are just the same when a company employee writes your documentation. A good documentation service provider will always endeavor to minimize the time you’ve to spend on the project.
Therefore, below the line, you’ll just have to add up some time for contractual issues, plus maybe some time for one or two initial meetings.
|
“Outsourcing makes us dependent. What happens if a contractor terminates service or becomes too expensive?”
Yes, there’s some risk, but it’s small. Besides, isn’t the risk with “permanent” employees just the same? They can fall ill or leave the company, too.
The important thing when charging an external documentation service with creating your documents is that you reserve all rights regarding templates, style sheets, texts, and source code (especially in the case of online help / online documentation). All processes should be designed in a way so that they can be mirrored in your company. This means: All documentation processes should be documented. Only software should be used that can be licensed by everybody. If any custom software is involved, it should also be sufficiently documented and available to you with an appropriate license.
|
As you could see, most doubts aren’t without reason, but if you choose your contractor carefully, the advantages will often outweigh the disadvantages:
| ▪ | Quality
A lot of startup and small to mid-size companies don’t have their own documentation department. Documentation is written by developers, by support staff, by product managers, or by marketing professionals. However, in most cases these people don’t have much training and experience in writing user manuals and help files. Also, many of them don’t like writing user manuals at all. An external documentation service provider is a specialist in this field and can produce better quality is less time. |
| ▪ | Flexibility
Typically, with every new product and with every major new product release, documentation departments face a peak of workload. Using external documentation services can reduce your time to market. |
| ▪ | Relief of workload
Often, developers, product managers, or marketing professionals are expected to produce technical documentation or online help in addition to their usual work. This allocates valuable human resources. Outsourcing documentation gives you back the time to focus on your core tasks. |
| ▪ | Special expertise
No one can be an expert in every field. Tasks that require special skills can be performed much more efficiently by a specialized service provider. |
| ▪ | New ideas, unbiased perspective
The more you become involved into a project the more difficult it becomes to reflect things critically, and to work out ideas for improvement. For an outsider this is much easier. |
|
Keywords relating to this page: technical documentation - technical writing - software documentation - user documentation - user assistance - manual - user manual - online help - create - creating - creation - service provider - contractor - agency - office - outsourcing - out sourcing - source out - sourcing out - external - pros - cons - pros and cons - advantages - disadvatages - quality - qualified - competence - competent - professional.
|
