Adam McGirr. Technical Portfolio. Technical Documentation and Training Specialist. Writing and Design Samples

Transcription

1 Adam McGirr Technical Documentation and Training Specialist Technical Portfolio Writing and Design Samples

2 Technical Writing and Design Portfolio Page 2 of 15 > INTRODUCTION As an experienced technical writer and trainer, I ve had the experience of designing, developing, and presenting a wide variety of documents, reference sheets and training materials. From One Page Cheat Sheets to full Business Procedures, I ve used my skills in documentation and design to overcome challenges and ensure clear communication. Each example in this portfolio indicates highlights some of my finest accomplishments in the areas of work, school and personal interest. Enjoy! Adam McGirr Technical Documentation and Training Specialist > TABLE OF CONTENTS Quick Reference Guide... 3 One Page Cheat Sheet... 4 Product Information Sheet... 5 Process Overviews... 6 Guide Sheets... 8 Report Spreadsheets Business Procedure Employee Engagement... 14

3 Technical Writing and Design Portfolio Page 3 of 15 > QUICK REFERENCE GUIDE Challenge: As part of a multi million dollar project, 500+ users received a new model of desk telephone with advanced features and capabilities. Departments such as IT and the Call Center take a high number of calls per day, so there were minimal allowances for downtime/training. Solution: I reviewed various materials from Cisco and determined the essential features and tasks that I felt should be introduced to all staff. A key goal was to provide a clean design that can be scanned and understood while already on the phone. This Quick Reference Card is still provided with every existing/new phone.

4 Technical Writing and Design Portfolio Page 4 of 15 > ONE PAGE CHEAT SHEET Challenge: A Complex document management system was rolled out to the entire organization. The depth of application required an establishment of fundamental basic knowledge applicable to every employee. Solution: I developed this reference sheet to match up with topics covered in instructor led training sessions, so that every attendee receives a handout and isn t required to take copious notes. I carefully selected the essential steps performed for each topic to avoid overwhelming the learner. This sheet has received excellent reviews for usefulness and is often seen pinned to cubicle walls around the office.

5 Technical Writing and Design Portfolio Page 5 of 15 > PRODUCT INFORMATION SHEET Challenge: For an assignment at BCIT, our group needed to produce a full user manual for a product we didn t have physical access to, along with supporting reference and sales materials. Solution: I distilled several sections of the full manual onto one page to provide overview of the product ownership process. This sheet could be used at trade shows or sales centers as free handouts to attract and inform potential buyers. The design is consistent with the full product manual.

6 Technical Writing and Design Portfolio Page 6 of 15 > PROCESS OVERVIEW Challenge: The Help Desk ticketing software was enhanced with new functionality, which prompted a review of business processes. Due to the critical role of IT support, time to train the new processes needed to be minimized. Solution: I designed this process overview to use as handout for the instructor led training session that I delivered. The focus was on usability as every day reference material by staff who are often multi tasking.

7 Technical Writing and Design Portfolio Page 7 of 15 > PROCESS OVERVIEW Challenge: In this case, a major audit resulted in new business processes and a new, custom built software application to support those processes. The primary users of the software required a big picture overview to understand the steps to be performed both in the software and in their workplaces. Solution: I consulted a number of experts in both the software and business to ensure that each phase of the process was described accurately. I presented this document at the beginning of an instructor led training session, and many students found it more useful than the official 30 page software manual.

8 Technical Writing and Design Portfolio Page 8 of 15 > GUIDE SHEETS Challenge: A fairly complex and critical business process (redaction) needed to be performed regularly and perfectly each time. Omission of any step may have resulted in serious consequences for the staff/business. Solution: I did some research online to determine the most appropriate way to perform redaction on electronic documents, then practiced the process a number of times to make sure I captured the critical steps.

9 Technical Writing and Design Portfolio Page 9 of 15 > GUIDE SHEETS Challenge: Poor performance of the Exchange ( ) server was impacting business and leading to frustration. However, insufficient resources were available to upgrade systems. Executives requested documentation to be prepared and followed by all employees at the organization. Solution: I consulted experts in Communications, IT Infrastructure, and Records Management to determine how to convey the techniques that would have the most positive impact on the situation.

10 Technical Writing and Design Portfolio Page 10 of 15 > REPORT Challenge: The IT Department had an offsite meeting that involved breakout brainstorming sessions on the subject of innovation. Several pages of notes from a variety of writers needed to be summarized and analyzed. Solution: I took the rough notes and analyzed them for common concepts. Since there were several ideas that appeared more than once, I made a bar chart to show top ideas. The analysis I performed on the data by was used by department executives to determine future strategic initiatives.

11 Technical Writing and Design Portfolio Page 11 of 15 > SPREADSHEETS Challenge: While shopping for new vehicle, I found the large amounts of data provided by each manufacturer difficult to compare and keep track of. Solution: I designed this spreadsheet in Google Docs so I could easily call it up on my smartphone and input quotes and notes I got from different dealerships. Performing the research ahead of time on the manufacturer s websites gave the staff a clear indication of what I was looking for in my sales experience.

12 Technical Writing and Design Portfolio Page 12 of 15 > SPREADSHEETS Challenge: My energy levels were varying from day to day but I couldn t figure out why. I identified numerous factors that could contribute to spikes/drops in confidence and energy levels. Solution: I developed this spreadsheet in Microsoft Excel and updated it throughout the week. I included a line graph for a visual indication of how variables (Snack, Work, etc) affected my energy/confidence levels. Several people that I showed this chart to later asked me for a blank template version to use for their own purposes.

13 Technical Writing and Design Portfolio Page 13 of 15 > BUSINESS PROCEDURE Challenge: Office workers were unaware of the details of a critical security system. Several false alarms and visits by police department necessitated the development and dissemination of an official business procedure. Solution: I looked up the corporate procedure guidelines and made sure to adhere to the template and style guide. The clear instructions are designed to be easy to read in times of crisis (when the alarm is going off).

14 Technical Writing and Design Portfolio Page 14 of 15 > EMPLOYEE ENGAGEMENT Challenge: The Help Desk ticketing software used by everyone in the organization was enhanced with new functionality. Some staff resistance and/or anxiety was anticipated due to the change. Solution: I identified the need to sell the benefits of the new software to everyone. I took a lot of time to strike a careful balance between information and design. Mitigated need for numerous training sessions.

15 Technical Writing and Design Portfolio Page 15 of 15 > EMPLOYEE ENGAGEMENT Challenge: Management wanted to encourage staff to engage in team building activities, in order to increase morale. Some resistance and reluctance from staff to play at work was identified. Solution: I used bright colours and familiar characters to encourage fun. Event information was presented in a clear, attractive manor that made it easy to figure out what was happening and when. Good times had by all!