Craig Wright

About

Learn about @straygoat

I'll help solve your customer support content problems.

Hello, I’m Craig, and I’m an experienced technical author based in Derbyshire, UK.  I can help you with your end-user content, including knowledge bases, online help systems, and good old "how to" web pages too.

Here, you can find out about my approach to content work and get a little taste of what I’m all about.

Craig Wright technical author, based in UK
Craig Wright, Freelance Technical Author, UK

Struggling with your documentation?

It's not easy creating and maintaining support documentation. There are so many challenges, from understanding your audience's needs to making it more efficient to update and translate your content. Don't worry, I know what you are going through, I've been there too.

As a technical author with over 20 years' experience, I've tackled many different types of documentation problems, and have the experience to get your project on the right track.

How I work

To make sure your content is useful to your end-users, I take a similar approach to that used by content designers. It's a 4 stage process, that begins with understanding your user needs:

1. Discovery

All good content begins with research. I find out who your audience is, what they need, and what words they use.

2. User Story

What do your readers want to achieve and why? I use the answers to figure out what your content needs to cover.

3. Write

I craft content that is accessible. Short sentences, minimal jargon, and a clear structure are what’s needed.

4. Crit

Through reviews with SMEs and others, I make sure your content is accurate and meets the needs of your audience.

What's my background?

  • Over 20 years' experience as a technical author, working on software and hardware docs
  • BA Hons in Technical Communication and Information Design
  • Qualified in Content Design (Content Design London), MadCap Flare, SEO copywriting
  • Fellow of the Institute of Scientific and Technical Communicators (ISTC)
  • Contributor to ISTC Communicator journal
  • Understanding of HTML, CSS, structured content (XML), and SEO
  • Knowledge of leading technical communication software, including Paligo CCMS and MadCap Flare
  • Familiarity with customer support centres, such as Zendesk and Freshdesk
  • Experience of interacting with customers as a technical support agent
  • Proactive attitude! Let's get creating.
ISTC Certified Fellow

Who I work with

If you've ever used Paligo CCMS for creating your documentation, we may have crossed paths before. I'm proud to have Paligo as a client, and I've created content for them and worked as a technical support agent too.

Other clients I've worked with include Schneider Electric, TimeCode Systems, 4energy, EkkoSense, and Remove My Car. This has involved working in SCADA and IoT, data centre cooling, car scrapping, and audio-visual time synchronisation, so quite a range of industries.

Will you be next?

What geographical areas do I cover?

For the vast majority of my projects, I work remotely and use web tools to collaborate with other people. I function better without a commute, that’s for sure. But if you need me to be on site part of the time, then I can work in these areas:

I’m here to help. Tell me what you need.

Tell me about your documentation problems and I’ll try to solve them for you. I’m happy to start new projects or to help on projects that are already up and running.

Tell Me About Your Project

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Let's get your content project started. Get in touch and let me know what you need.

craigwright@straygoat.co.uk

+44 07954141761

Contact Craig

Straygoat Writing Services Ltd

26 Wheatlands Road

Wingerworth

Chesterfield

Derbyshire

Registration Number: 08029184.

© Straygoat Writing Services Ltd.