What Should You Expect?
The Playbook.
Step One: Introduction
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Initial call
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Who are you, what your business is, issues you have, deadlines, and other questions to see if I can help.
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Scope
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We talked and we want to work together- Great! Now we need to discuss the scope of the project.
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The goal for this step is to be in agreement that I can help, and that we know what needs to be done.
Step Two: Planning
We agree on the scope, but now we need to agree on the price.
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I will send you a firm quote and a statement of work.
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Assuming you accept these terms, I will then send an invoice for a 50% down payment.
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We will also discuss a start date at this point, so we are on the same page.
We have payment, a start date, and a scope! Time to get the ball moving forward.
Step Three: Content Creation
I begin the project by meeting with managers and engineers if this is an end-user documentation project. For SOP projects, I will meet with managers and employees who have used the current training method.
End-User Documentation research involves meeting with the people who are most involved with the product.
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We discuss the product at its highest level: who it is for.
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We break the product down, how it works, anything and everything about it.
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I use the product. Slowly working my way through it with engineers to understand it.
Following this, using all the information I acquired, I begin writing the documentation. I write it for the intended audience, whether it is experts in a niche field or technicians who do not have a deep technological understanding.
SOP research involves meeting with those who have given and experienced the current training regiment.
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I individually conduct research with managers and employees, so that both are able to speak freely.
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We discuss pain points, issues with the current system, what needs to be conveyed and what does not.
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I work with a manager to undergo a "test" training situation, where I go through the current regiment as a new-hire.
At this point, I have the information I need. I write the new SOP using everything I have learned and create something that can be used to train employees the same way, to the same standard, every time.
Regardless of the project, it is done to the best of my abilities. Weekly updates are sent to affirm that your project is moving in the right direction.
The goal of this step is to provide you with a new end-user documentation or SOP that is very close to being exactly what you need.
Step Four: Editing
You review my copy. Make scribble marks, write questions, make suggestions, whatever you need to do to ensure the final draft is exactly what you need.
We discuss any problems you may have and get them all worked out.
Once we agree that it's finished, you pay me the final 50% and I give you the completed documents.
The goal of step four is to exchange final payment and a finished product that you are beyond satisfied with.
Step Five: Implementation
We get to see the fruit of our labor. You implement the documentation/SOP into your process and see how it works!
From here, we can continue to conduct research for revisions and so forth. I will send along some blank documents that you are welcome to fill out, that will ask questions pertaining to the training or the documentation. As the documentation is used, fill out these questionnaires so that if you hire me again for a new product or revision, we have a head start on what needs to be done!