Technical Communications
that Focuses on Your Users

Sample Projects and Clients

Abbey Home Healthcare  -- Developing a Users’ Guide Focused on Multiple Levels of Knowledge

The Challenge

After a number of acquisitions, Abbey decided to centralize the information technology databases under one format. The system was an AS/400 with customized software developed using CASE tools and GUI development software. The challenge was documenting the system and training personnel in over 350 centers.

The Huffer Group Approach

After analyzing the audience of customer service representatives, accounts receivable, inventory personnel, and upper management, it was determined the audience for the operations manual consisted of both the computer-literate and non-literate people.

To ensure supplying the right level of information at the right time, a multi-tier approach was used that allowed both groups to feel comfortable with the new system. Once the novice users were comfortable with the system and software, they could automatically upgrade themselves to the higher user level where less information was provided.

This User’s Guide documented the procedures, maintenance, and system requirements for the AS/400 system. Step-by-step instructions detailed Order Entry, Accounts Receivable, Billing, Inventory, Customer Maintenance, Associates Maintenance, Branch Manager Maintenance, and System Utilities. Screens were downloaded from the AS/400 and inserted in the text for ease of use.

The Results

The results were threefold:

• Technical support calls were reduced 50 percent,

• The AS/400 system more enthusiastically than previous procedural changes, and

• The Huffer Group researched and wrote six additional manuals for other procedures and processes.

Datum, Inc -- Increasing Applications Within New and Existing Markets

The Challenge

Datum recognized an opportunity for increasing the applications of its GPS Timing and Frequency Products that has been, and continues to be, successfully marketed to the instrumentation, test range, and computer synchronization markets. The product could be modularized and appeal to both new markets and new applications within current markets.  Datum needed to assess the potential opportunities and competitive frame. The challenge for The Huffer Group was creating, implementing and measuring an integrated marketing communications strategy.

The Huffer Group Approach

Our approach was an integrated platform that established a consistent image and leveraged the existing leadership position in current markets. First, we assessed and prioritized the market opportunities for the GPS products using an analytical and systematic approach. Working closely with the Datum team, we determined potential markets and assigned preliminary priorities. Then we researched the telecommunications, power utility, calibration laboratory, and medical markets and carefully examined the competitive environment. We identified several promising opportunities and developed the integrated communications objectives for both short and long term goals.

The Results

The results were threefold:

• Datum increased market awareness 38 percent in previously untapped markets.

• With a consistent image, market awareness increased 23 percent in existing markets.

• New applications were developed for mature products that extended the market life and increased the bottom line.

Olympus Image Systems, Inc -- Increasing Customer Support While Reducing Telephone Calls

 The Challenge

 When Olympus Image Systems, Inc. analyzed the number of customer complaints about their high-speed printers, they determined customers were not pro-actively performing regular maintenance as outlined in the Users’ Guide. They needed a solution that bridged technical communications and marketing communications.

 The Huffer Group Approach

 The Huffer Group responded with a solution that leveraged the existing marketing communications design and technical communications manuals.

 First, we researched and analyzed the problem. Then, we identified several promising solutions that made being pro-active easier for the customer. These were less time-consuming and more user friendly than the Users’ Guide and more technical than the sales brochures.

 We developed the concept that concisely illustrated the maintenance steps and assisted in tracking the performance. In the writing, we focused on the most precise descriptions for performing the maintenance and limited the steps to the three per procedure. If additional assistance was needed, the customers were referred to the correct page in the Users’ Guide.

 The Result

 The results were threefold:

• Olympus personnel and customers readily embraced the marketing literature.

• Customer support calls were reduced by 48 percent.

•  The concept was adapted as a solution to other problem areas.

PairGain Technologies, Inc

PairGain is the world leader in the designing, manufacturing and marketing of DSL (Digital Subscriber Line) networking systems for deploying DSL-based services, such as high-speed Internet, remote LAN access and enterprise LAN extensions over the existing infrastructure of copper telephone lines. While at PairGain, I wrote and edited between 8 and twelve technical manuals and quick start guides every two weeks. My primary product line for PairGain was the OEM Modules group; however, I wrote technical manuals and quick start guides for a variety of the other groups, such as HiGain Solitaire.  As a member of the Technical Communications team, I wrote matching PairGain's style and guidelines.  Documents were translated into German, French and UK English.

The results were:

• Extensive amounts of documentation written to meet the engineering specifications, PairGain’s style guidelines, and technical communications schedules.

• Working with a dedicated team of technical writers.

Rainbow Technology

As the leader in encryption security, Rainbow develops both hardware and software products.
I researched and wrote over eight user guides and product manuals.

As an example, Rainbow introduced the Sentinel Secure, Authenticated Field Exchange (SentinelSAFE) protection system, a software-only system that provides a secure, encrypted method of updating the key’s memory in the field.  I researched the product, met with the engineers, and wrote the user guide as the software was being developed.

The results were:

•  Early acceptance of the new product.

• Less technical support calls than other new products.

• I wrote and edited eight additional hardware and system manuals for Rainbow.

Vivra Renal Care  --  Creating On-Line Help System That Integrates Policies with Computer Procedures

The Challenge

As a premier disease management company, Vivra Renal Care is the nation’s second largest provider of station-based kidney dialysis. With over 260 centers, Vivra provides approximately 1.8 million treatments per year. 

To move more securely into managed care, a custom Patient Encounter Tracking System (PETS) was developed based on Oracle 7.4 in a Windows NT environment. The challenge was documenting PETS in an on-line help system that allowed easy accessibility to the medical personnel whose primary focus is dialyzing patients, not learning a software program. In addition, with standard employee turnover rates, there is an additional challenge of using the on-line help system and tutorials to provide assistance in training new employees and ensure the company policies are enacted.

The Huffer Group Approach

Our approach was to analyze the medical and corporate users to determine their comfort levels in learning in software programs and their knowledge of Vivra policies and procedures.

To ensure supplying the right level of information at the right time, an on-line help system was designed with six types of help information. These types range from context sensitive pop-up definitions accessible on the PETS window to Content and Index search features with step-by-step procedures and answer wizards that mirror the work process for each type of user.

 The Result

The results were threefold:

• An On-Line Help system that anticipates the users concerns and provides the fastest solution.

• A substantial reduction in training costs and time.

• New employers now experience a shorter learning curve.

Wonderware

Wonderware is the leading provider of human-machine interface (HMI) software products for use on IBM PC and compatible computers in industrial and process automation applications. They create object-oriented, graphical tools that adhered strictly to the Microsoft^® Windows^® standard.

Western Digital

Western Digital integrated their manufacturing and financial processes into Oracle 10.7 in order to improve the reliability of operations in a 24-hour, 7-day production environment.

The Oracle application database resides in a central UNIX-based database server cluster from Sequent. The Oracle client applications reside on application servers co-located with the database server and connected to it via a high-speed network backbone. The Citrix WinFrame thin client architecture provides international users with access on application servers across local or wide area networks.

I researched and wrote the Bills of Material and Engineering sections of the user reference and training guides. The project required:

• Interviewing Western Digital experts to learn the corporate logic.

• Working with Price Waterhouse consultants on the physical capabilities of the Oracle applications.

• Shadowing users to ensure the manuals matched their information levels and provided the right information at the right time.

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The Huffer Group, Inc

A Technical Communications Firm
specializing in high tech and high tech medical companies
 in California's Orange and San Diego counties

For additional information, please contact Jennifer Huffer
at jhuffer@huffergroup.com or 949.929.7537 or 949.276.5166