need to look better fast

[Rebecca Price <beccap -at- RUST -dot- NET>]

This is going to be long; sorry, but I think the background is
necessary in order to understand both the magnitude of the problem I'm
facing and the issues.

I just started a new job as the one and only tech writer in a
small-ish company (~7 million in sales/year).  We make computer-driven
heavy machinery.  Originally, the co. had a staff of 4 or 5 in the
tech comms department; now it's down to one person, part time, and has
been for the past 4 or 5 years.  The person I'm replacing never really
wanted to be a tech writer in the first place, and is now back to his
real love, which is QA and customer service.

While we make maybe 4 or 5 basic kinds of machines, every specific
machine is unique because of the level of customization we offer our
customers.  This means that while there is some boilerplate (safety
issues, installation), every manual is in essence a one-shot, with
individual 3 - 5 page sections drawn from diverse manuals.  Over the
years, some changes in formatting have been made, so now each section
is very different from the others, and the whole document looks like
the hodge-podge it is.  There is absolutely NO consistency.  Not in
fonts, leading, heading styles, number of columns/page, header and
footer styles and content... nothing. There are procedures in the
reference section, and reference information in the procedures
section.  You get the idea - and those are only the cosmetic problems.
Depth of information in the document varies wildly and doesn't seem to
relate to the importance of the information, only ease of documenting.
There was no review process, so technical errors have crept in due to
sloppy editing and no one has noticed.

Oddly, not even our customers have seemed to notice... or at least
comment on it.

I spoke with my boss (who is backing me 100%) and have permission to
go visit some of our local customers to actually talk with users.
This will help me address strucutre and content issues... but I have
to address the formatting problems *right away* -- I want the manuals
to at least look professional while I'm addressing the deeper and more
time-consuming issues.

So, I need some suggestions on how to look better fairly quickly and
easily. I am, ov course, going to address the formatting issue
immediately.  One other idea I had was to pre-print our basic cover
using color for the logo, on shiny card stock.  I could then run this
through our laser printer to custom print the name of the machine, and
the type of manual it is (operator, installation), with a photo of the
machine on the cover.

We've been sending our manuals out for printing and GBC binding.
Since each document is unique, I've suggested that we get a duplexing
printer and bring our repro and binding in house, to save time (many
of our manuals aren't even started until the machine is ready to be
shipped, and are shipped separately, due to last minute
customizations  This is Not Acceptable and Will Change, but will also
take time to implement).

It would be easiest to switch from GBC binding to 3-hole binders...
does anyone have any feel for which works better in a factory
environment? (this is assuming that they're even used!)

I'm also thinking of switching from 10 pt to 12 pt type, again, for
ease of use in a factory environment.  Anyone have any thoughts on
that, too?

or in general any ideas on relatively quick ways to signal that Things
Are Changing, and show rapid general improvement?  I know I've got my
work cut out for me, and to call this the Agean Stable of tech
communications is being mild... but as I say, I've got backing from On
High, so I think it's doable.

Thanks!

-becca



--
Becca Price
beccap -at- rust -dot- net

"Wisdom begins when you discover the difference between 'That doesn't
make sense' and "I don't understand.' "

Children of God, by Mary Doria Russell; pg 142-143