Technical writing for Support staff training course

Get better at technical writing

You’ll have the opportunity to practice and review your work. You’ll gain confidence you’re approaching each writing project in the right way, and creating content that follows best practice.

Learn how to create content so users solve problems for themselves

Cherryleaf’s Technical Writing for Support staff training course teaches Technical Support staff the key skills of technical writing. This enables you to create content that helps users solve problems for themselves. In this course, we’ll take you through the process of creating technical documentation.

Who is this for?

This course is for anyone involved in providing technical support and needs to write content for end users.
It is especially suited to people who have these problems:
  • You are dissatisfied with the performance of their Knowledge Base articles, Help, tutorials and troubleshooting guides.
  • Lack of time – balancing document writing with support cases.
  • Having trouble planning and structuring the content.
  • Having to deal with content that overlaps, repeats or contradicts itself.
  • No formal system in place to organise content.
  • You need need to write more clearly.
  • You need to match the document content to a range of customers who all have similar, but slightly different, requirements.

What will I learn?

You will learn:
  • How to communicate clearly, even if writing doesn’t come naturally
  • How to save time and write in an efficient way
  • Identifying the best type of format for your content
  • Confidence in the work you produce
  • Research and analysis
  • Revising your work
  • Writing for specific audiences

Topics covered

Writing clearly

  • Writing clearer sentences
    • How to write instructions
    • The basics of English grammar
    • Using the active voice
    • Style, tone and voice
  • Designing the information
    • Chunking your content into topics
    • How to write and present different types of information
  • Writing for your audience
    • Identifying your target audience
    • Understanding your target audience’s needs

Planning and tools

  • Defining your document’s purpose
    • Learning tutorials
    • Quick start guides
    • User guides
    • Troubleshooting
  • The writing process and publishing workflow
    • Agile/Minimum Viable Product approaches to writing
    • Writing when you have limited time available
  • Understanding and defining your audience
  • Planning your writing
  • Reviewing and editing your content
    • Peer review

Other ways to communicate

  • Planning and creating complex diagrams
  • Writing clear code samples
  • Using images and videos
  • Creating elearning content

Duration and delivery format

This course is currently offered as an onsite classroom course for teams.
We are looking at offering all or part of the course as online, self-study elearning modules in the future.
Contact us if that is of interest to you.

Contact us for more information

contact cherryleafUse our training services contact form to tell us more.

If you can’t see the course you want, we may still be able to meet your needs.