Unlike many technical writers, I didn’t start working on documentation as a second career. I’m not a former developer or engineer who decided they preferred writing. I’ve always been a technical writer. I studied technical communication at university and went straight into a technical writing role shortly after.
Almost 30 years later, I’m still creating helpful, user-centred content. Knowledge bases, web pages, user guides, all that kind of stuff. I’ve also dabbled with copywriting, UX writing, and have trained as a content designer too.
So if you decide to hire me, you can be confident that I’ve studied the craft, practiced the craft, and can help improve your customer support content.
What kind of technical writer am I?
Am I a “thought-leader” or obsessed with the freelance hustle? Am I a career-minded, ambitious sort constantly seeking the next big project? HELL NO.
I’m just a dedicated, empathetic, and quite introvert bloke who likes to create helpful content. I like to work with clients long-term and bring more to the project than just “someone to write the customer support articles”.
If you hire me you can expect me to:
Research your customers
Use your products like your customers would
Create content written from your customers’ perspectives
Organize your content so that information is easy to find and presented in a logical order
Work independently (I will need contact with your experts though)
Treat your team with kindness and respect
Suggest UX improvements
Report bugs
Act as a customer advocate as well as a technical writer.
This requires writing skills, understanding of best practices, hands-on experience, and also empathy for your customers and colleagues. That’s what I bring to your project.
What sorts of project have I worked on?
You’re probably wondering if I’m going to be able to cope with the technology side of your product. Am I going to be able to learn quickly enough? Will the learning curve be too much? Well, I’ve jumped in the deep end on other projects and managed ok, so there’s a good chance everything will work out fine.
Below is a list of some of the projects I’ve worked on. Some are industrial, some are more general consumer. But the one thing they all have in common is that on Day 1, I knew nothing about any of them!
Software documentation
SCADA software (think IoT) used in the water, oil and gas industries
Auction software used in the scrap car industry
Financial software
Pipeline management software used in the animation industry
Data centre cooling monitoring and control software
AI photography software
XML CCMS technical writing platform
Hardware manuals
Assembly and installation manuals for free-air cooling
User guides for controller units used in data center cooling
TENS healthcare devices (aimed primarily at women)
Product manuals for time sync devices used in the TV and film industry
Installation guides for EV chargers
Other projects
Online help content editing for out-of-hours health service
User testing for SaaS software
UI text for SaaS software
Editing marketing content
What tools do I use?
Some technical writing tools are quite complicated and need an understanding of certain concepts that you’re unlikely to find with people who are used to simple editors. That shouldn’t be a problem here though, as I’ve used some of the industry-leading tools, including:
MadCap Flare
Paligo (structured content XML CCMS)
FrameMaker
Zendesk
Freshdesk
Intercom
SnagIt
With a strong understanding of content reuse and structured content, I can efficiently update and maintain documentation as products evolve, saving you time and resources.
Training and qualifications
I’m a trained technical communicator and content designer and have taken some copywriting and SEO training too.
BA Hons Technical Communication and Information Design
Content Design (foundation course) - Content Design London
Content design pathway - Cake Consultancy, UK
Success Works SEO copywriter certified
MadCap Flare - advanced user (version 11)
Snag-It certified user
I’m also well-versed in Paligo CCMS (XML structured content). I have worked for Paligo on many contracts over the past 7 years. In fact, parts of the Paligo certification course is based on content I created.
What do I look for in a client?
I like to work with clients long-term. So if you potentially have many projects in the pipeline, we could be made for each other. I’m not a “one-and-done'“ type of freelancer. That just doesn’t work for technical writing projects, where things constantly need to be added, deleted, or updated.
Other things that make a client a winner:
Value their customer support content
Understand that I will need access to subject matter experts to answer my questions
Review content before it gets published
Give me access to customer tickets and other sources of customer feedback
Clear, understandable briefs
Accept that I’m freelance and cannot work as a “hidden employee”
Kind, friendly and helpful people. Let’s get the job done without being too formal and corporate.
Simple invoicing and payments on time.
Are we a match made in heaven? Let’s do business.
Get in touch
Let’s talk about your project
I’m here to help and offer my expertise as a technical writer. Get in touch and let me know what you need.
