Technical writing for Support staff training course

Virtual Classroom

Learn how to create content so users solve problems for themselves


Cherryleaf’s Technical Writing for Support staff training course teaches 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.

Why attend this course?


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.
  • You don’t know how much detail to include.
  • Getting started with writing a topic.
  • Writing more efficiently.
  • Structuring a document.
  • Lack of time – balancing document writing with support cases.
  • Having to deal with content that overlaps, repeats or contradicts itself.
  • 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
  • Understanding how much detail to include.
  • 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
  • Understanding your audience
  • Revising your work
  • Writing for specific audiences

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.

Topics covered

Writing clearly

  • Writing for your audience
    • Identifying your target audience
    • Understanding your target audience’s needs
    • Adopting a user-centred design approach
  • Designing the information
    • Chunking your content into topics
    • How to write and present different types of information
      • How to write instructions
    • Organising the content on a page/screen
  • Writing clearer sentences

Planning and tools

  • Defining your document’s purpose
  • The writing process and publishing workflow
  • Understanding and defining your audience
  • Planning your writing
  • Reviewing and editing your content
    • Peer review

Other ways to communicate

  • Planning and creating complex diagrams
  • Using images and videos

Duration and delivery format

Screenshot of class delivered over Microsoft TeamsThis course is currently offered to Support teams as a virtual classroom course, delivered over Microsoft Teams or Zoom.

The course is split into two sessions of 3 hours each, delivered on different days.

Our expertise

As well as teaching technical communication, we also create end-user documentation, Help and UI text for clients. This means every course is based on practical experience of technical writing in today’s environment. The techniques you’ll learn on this course are the same ones used by our projects team.


Virtual classroom

The prices for the group courses depend on the number of delegates taking them. Here is some typical pricing:

5 delegates: £1700 ex VAT

10 delegates: £2450 ex VAT

Contact us for more details.

Contact us

Interested in this training course?

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