About us


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Welcome to Helpful Words – your gateway to exceptional technical authoring, project management, and business analyst services.

At Helpful Words we understand the critical role that clear and concise documentation plays in the success of any technical project.

Challenges our clients have faced with their documentation

No dedicated author or style guide

One client explained that their documentation had no ‘voice’ and different documents even looked different as documents were being written by different individuals with differing styles, and often using different templates.

We can give your documentation a voice that resonates with its readers and reflects your company’s brand and values.

As well as writing your documentation for you, Rob can create a writing style guide for your organisation or team.

What is a writing style guide?

This is a guide to writing different types of documents.

It contains tips and examples on how to structure information and the way to converse with the reader within your documentation outputs.

We can even include review checklists and example sign-off templates so that everyone involved in the production of your documentation – from product owners, author, and reviewers know precisely what they need to do in order to provide the best documentation for the user.

When used alongside your brand guidelines, a writing style guide can be a powerful tool that ensures your documentation is written in a user-centric way, and when linked to your latest templates, goes some way to ensuring your documentation looks, feels, and works for its intended users.

Lack of a robust documentation process

Does it feel like there is a lack of control over what is included in the documentation and how long it takes to write, review, package, and release?

Do you struggle to get your user Help topics written and ready for release at the same time as your product releases along with all the other release artefacts?

One client told us that they simply document what is in the release and have no time for improvements or to properly review everything before it is released, and have even started to document changes that have been dropped from a release.

You are not helping yourself or your users if you ship incorrect documentation, and give yourself no room to make improvements to the information you have, or fix any errors that have crept into the documentation.

We have developed documentation processes that dove-tail to your development approach (whether waterfall or one of the many agile approaches).

For one client we looked at their development schedules and were able to:

  • Construct a documentation backlog bringing in previously silo’d information from other teams (support and training).
  • Develop an authoring approach that mirrored the development schedule.
  • Gave time in the authoring process to fully review – topic authoring tailored to the user needs and availability of SMEs to support the authoring and review cycle.
Suitable tools and formats

This is quite a common issue facing organisations – especially established organisations with lots of documentation.

Remember the good old days when our user information was a printed booklet, a paper manual or a .chm file?

The lack of choice made the decision about delivery formats easy.

Now we have websites, portals, Web-based help, Wikis, chat-bots and all manner of wonderful ways to get our message across, and that’s before we even get into the social media platforms available to us.

We can look across your communication and user assistance channels, advise on the best to suit your organisation’s needs, and help you get there effectively and efficiently.

    Whether you’re a cutting-edge tech startup, an established enterprise, or an individual innovator, our team is dedicated to transforming complex concepts into accessible and engaging content.

    Some of your initial questions answered

    What sets us apart

    1. Customised solutions
      No two projects are alike, and we recognise the importance of tailoring our services to meet your unique requirements. From user manuals and API documentation to Standard Operating Procedures and training materials, we’ve got you covered.
      Rob is happy to visit your site or work fully remotely from his office in Nottinghamshire (Sheffield is our closest city).

    2. Expertise across industries
      Rob is a seasoned technical writer and business analyst with diverse industry experience, ensuring that we can cater to the specific needs of your field, be it software development, engineering, healthcare, or any other technical domain.

    3. Collaborative approach
      We believe in collaboration. Rob works closely with your in-house subject matter experts to ensure accuracy and relevance in every document we produce. Your insights combined with our writing prowess create a powerful synergy for effective communication.

    4. Adherence to industry standards
      Our commitment to excellence extends to adhering to industry standards and best practices. Your documentation will not only meet but exceed expectations, providing a solid foundation for your users.

    5. Scalability and timeliness
      Whether you’re a startup experiencing rapid growth or an enterprise managing a large-scale project, we have the scalability to accommodate your needs. Our efficient workflows and commitment to deadlines ensure that your documentation is delivered on time, every time.
    Why choose Helpful Words?

    • Quality Assurance
      Rigorous quality checks at every stage of the documentation process to ensure precision and clarity.

    • Client-Centric Approach
      Your satisfaction is our priority. We work closely with you to understand your needs and deliver solutions that exceed expectations.

    • Innovation in Communication
      We believe in making technical information not just understandable but engaging, ensuring that your audience stays informed and interested.

    Meet the team

    The Managing Director and chief scribe – Rob

    With a degree in Technical Communications and over 20 years of experience as a technical author, business analyst, and project manager, Rob brings a wealth of knowledge and experience to the project.

    He has worked for banks, software houses, and public & private sector organisations in the UK, the Middle East, and America.

    When not creating user assistance, technical documentation, and e-learning systems, or developing and improving business processes, he likes to spend his spare time outdoors, with mountain biking and walking being among his passions.

    Check out some of his certificates (The name is Bertie as Rob asked someone to set up his account for him!):

    Business Analysis
    Rob's Inbound Marketing Certificate
    Inbound Marketing
    Rob's Digital Marketing Certificate
    Digital Marketing
    Rob's Social Media Marketing Certificate
    Social Media
    Rob's Social Media Marketing (Part 2) Certificate
    Project Management
    Project Management
    The prodigy: Alfie

    Meet Alfie, our young prodigy who defies conventional expectations by seamlessly blending the worlds of academia and technology.

    Currently enrolled in Thomas Rotherham college, Alfie is pursuing courses in Economics, Business Studies and IT, a testament to his commitment to mastering the intricacies of the digital landscape and combining those technical skills with a sharp business brain.

    Alfie supports Rob by maintaining the security of this website, provides some business support, and has also started his own web design and social media management company: 3 Amigos Designs.

    The rest of the team

    We dip into a pool of contractors that we call upon when needed. These contractors are experts in various fields, such as:

    • Technical Authoring
    • Instructional Design
    • E-learning design and development
    • Business Analysis
    • Project Management

    The advantage of having a pool of contractors is the flexibility it gives us as we work towards meeting your specific needs.

    Services


    Let’s get down into the detail of what we can do for you.

    User needs analysed so we understand what information they need
    Transition and organisational change programmes supported with transition support messaging and training materials
    Printed FAQs and leaflets can quickly relay the message
    SharePoint and Google Site document libraries designed and implemented to ensure your documentation is accessible and easy to manage
    Documentation written for mobile devices and smaller interfaces
    Industries as diverse as aircraft maintenance, finance, and software development
    Text for chatbots and call centre scripts

    Get in touch and tell us about your specific requirements and let’s work out together how to meet those needs and provide everything your organisation needs – efficiently, effectively, and economically.

    Technical Documentation and User Assistance

    Our services

    • Standard Operating Procedures (SOPs) (Microsoft Word and online media)
    • User Manuals (Microsoft Word, PDF, Online media)
    • Online Help (.chm files, WebHelp, Wikis, Google sites)
    • Quick Reference Guides
    • Installation Guides
    • Functional Walkthrough Videos (Camtasia-based video outputs in multiple formats)

    The tools we can deploy

    • Microsoft Word
    • Microsoft Viso
    • Microsoft Excel
    • RoboHelp
    • Adobe Flare
    • Adobe Illustrator

    Business Analysis

    A business analyst plays a crucial role in helping your organizations improve their processes, make informed decisions, and achieve your business goals.

    Here are some of the BA services we can provide:

    1. Requirements Analysis
      • Elicit, document, and analyse business requirements for projects or initiatives.
      • Ensure a clear understanding of stakeholders’ needs and expectations.
    2. Process Improvement
      • Identify inefficiencies and bottlenecks in business processes.
      • Recommend and implement process improvements to enhance efficiency and effectiveness.
    3. Data Analysis
      • Analyze and interpret data to provide insights and support decision-making.
      • Develop and implement data-driven strategies.
    4. System Analysis
      • Assess and analyze existing systems and IT infrastructure.
      • Provide recommendations for system enhancements or new technology implementations.
    5. Stakeholder Management
      • Build and maintain relationships with key stakeholders.
      • Ensure effective communication and collaboration between different business units.
    6. Documentation
      • Create and maintain documentation such as business requirements, process flows, and user manuals.
      • Ensure that documentation is up-to-date and accessible.
    7. Training and Support
      • Provide training to end-users on new systems or processes.
      • Offer ongoing support for system implementations.
    8. Cost-Benefit Analysis:
      • Evaluate the costs and benefits of proposed solutions or projects.
      • Provide recommendations based on a thorough cost-benefit analysis.
    9. Risk Analysis
      • Identify and assess potential risks associated with business processes or projects.
      • Develop strategies to mitigate and manage risks.
    10. Change Management
      • Facilitate the adoption of new processes or systems within the organisation.
      • Manage resistance to change and ensure a smooth transition.
    Project Management

    Your project manager plays a crucial role in planning, executing, and closing your projects successfully.

    Here are some of the key services I can provide to ensure your project delivers:

    1. Project Planning
      • Develop project plans outlining scope, goals, timelines, and resources.
      • Define tasks, milestones, and deliverables.
      • Create a project schedule and allocate resources effectively.
    2. Risk Management
      • Identify potential risks and develop strategies for risk mitigation.
      • Monitor and control risks throughout the project lifecycle.
    3. Communication Management
      • Facilitate communication among team members, stakeholders, and other relevant parties.
      • Provide regular project updates and reports.
      • Manage stakeholder expectations.
    4. Team Leadership
      • Build and lead project teams.
      • Motivate and guide team members to achieve project goals.
      • Resolve conflicts within the team.
    5. Budgeting and Cost Control
      • Develop project budgets and track expenses.
      • Monitor costs and implement cost control measures.
    6. Quality Management
      • Define and ensure adherence to quality standards.
      • Implement quality assurance and control processes.
    7. Scope Management
      • Define project scope and ensure that the project stays within the defined boundaries.
      • Manage changes to the project scope.
    8. Procurement Management
      • Identify and manage external vendors and suppliers.
      • Develop and oversee procurement processes.
    9. Time Management
      • Monitor project timelines and deadlines.
      • Implement strategies to ensure timely project delivery.
    10. Reporting and Documentation
      • Maintain project documentation.
      • Generate reports on project progress, issues, and risks.
    11. Closure and Evaluation
      • Close out the project and ensure that all deliverables are met.
      • Conduct project evaluations and capture lessons learned for future improvement.
    12. Adaptability
      • I am adaptable and responsive to changes in project requirements or external factors.

    About costing our work

    Each project has differing needs according to timescales, size, and complexity. We pride ourselves on delivering services that are both results-driven and cost-effective.

    Contact us with your specific project needs and we’ll work with you to deliver on your requirements efficiently, effectively, and economically.

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    The Helpful Words blog


    Business analysts utilize a wide range of tools and techniques to gather requirements, analyze data, and solve business problems. Here’s a breakdown of key categories of business analysis work, along with common tools and techniques used within each category:

    Requirements Gathering & Elicitation

    Techniques

    • Interviews: One-on-one or group interviews with stakeholders to gather requirements.
    • Workshops: Facilitated sessions with stakeholders to gather group input.
    • Surveys/Questionnaires: Distributed to collect information from a wide audience.
    • Focus Groups: Gathering insights from selected groups of stakeholders.
    • Observation: Direct observation of current processes and workflows.
    • Document Analysis: Reviewing existing documentation to extract relevant information.
    • Brainstorming: Collaborative idea generation session.
    • Prototyping: Building early models or mockups for feedback.

    Tools

    • Microsoft Word/Excel: For documenting requirements.
    • Jira: For managing requirements, especially in Agile environments.
    • Confluence: For collaborative documentation.
    • Balsamiq or Axure: For prototyping and wireframing.
    Requirements Analysis & Modeling

    Analysing the requirements to define and document the business processes, data, and systems.

    Techniques

    • Use Case Modeling: Describes the interactions between users (actors) and a system.
    • User Stories: Short, simple descriptions of a feature told from the perspective of the user.
    • Business Process Modeling (BPM): Diagramming how business processes work.
    • SWOT Analysis: Evaluating strengths, weaknesses, opportunities, and threats.
    • MoSCoW Prioritization: Classifying requirements as Must have, Should have, Could have, Won’t have.
    • Data Modeling: Defining the data structure needed for the solution.
    • Functional Decomposition: Breaking down complex processes or systems into smaller components.

    Tools

    • Lucidchart, Visio: For process modeling and flowchart creation.
    • UML Tools (Unified Modeling Language): For use case and process diagrams (e.g., Enterprise Architect, Visual Paradigm).
    • Draw.io: For simple diagramming.
    • PowerDesigner: For data modeling.
    • SQL: For querying and analyzing data directly from databases.
    Process Improvement & Optimisation

    Techniques focused on analysing and improving business processes.

    Kanban boards (Trello, Jira): For managing workflow optimization.

    Techniques:

    Lean: Methodology focused on reducing waste and increasing value.

    Six Sigma: A data-driven methodology for process improvement, focused on defect reduction.

    Value Stream Mapping: Visualizing the flow of materials and information to optimize the end-to-end process.

    Root Cause Analysis: Identifying the primary causes of issues or inefficiencies.

    Fishbone (Ishikawa) Diagrams: Identifying the potential causes of a problem.

    Gap Analysis: Comparing current performance to potential or desired performance.

    Tools:

    Visio or Bizagi: For process mapping and flowcharting.

    Minitab: For statistical analysis and Six Sigma analysis.

    LeanKit: For tracking Lean project progress.

    Tableau, Power BI: For visualizing process performance metrics.

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    3. Process Improvement & Optimization

    Techniques focused on analyzing and improving business processes.

    • Techniques:
      • Lean: Methodology focused on reducing waste and increasing value.
      • Six Sigma: A data-driven methodology for process improvement, focused on defect reduction.
      • Value Stream Mapping: Visualizing the flow of materials and information to optimize the end-to-end process.
      • Root Cause Analysis: Identifying the primary causes of issues or inefficiencies.
      • Fishbone (Ishikawa) Diagrams: Identifying the potential causes of a problem.
      • Gap Analysis: Comparing current performance to potential or desired performance.
    • Tools:
      • Visio or Bizagi: For process mapping and flowcharting.
      • Minitab: For statistical analysis and Six Sigma analysis.
      • LeanKit: For tracking Lean project progress.
      • Tableau, Power BI: For visualizing process performance metrics.
      • Kanban boards (Trello, Jira): For managing workflow optimization.

    4. Stakeholder Management & Communication

    Tools and techniques to manage stakeholders and communicate effectively.

    • Techniques:
      • Stakeholder Analysis: Identifying stakeholders and understanding their influence and interest in the project.
      • RACI Matrix: Defines roles and responsibilities in terms of who is Responsible, Accountable, Consulted, and Informed.
      • Communication Plans: Formalizing how information will be communicated to stakeholders.
    • Tools:
      • RACI Templates: For managing roles and responsibilities.
      • Microsoft Teams, Slack: For real-time communication and collaboration.
      • Zoom, Webex: For virtual meetings and stakeholder workshops.
      • PowerPoint: For creating presentations to communicate with stakeholders.
      • Mailchimp: For email-based stakeholder updates.

    5. Solution Evaluation

    Techniques used to assess the value and success of proposed solutions or projects.

    • Techniques:
      • Cost-Benefit Analysis: Weighing the costs versus benefits of a solution.
      • Feasibility Analysis: Determining whether a solution is viable and feasible.
      • Benchmarking: Comparing the performance of solutions or processes against best practices or industry standards.
      • KPIs & Metrics: Defining key performance indicators to measure solution success.
      • Risk Analysis: Identifying potential risks and developing mitigation strategies.
    • Tools:
      • Excel: For cost-benefit analysis and financial modeling.
      • Crystal Ball, @RISK: For risk analysis and simulation.
      • Tableau, Power BI: For performance measurement dashboards and metrics.
      • Balanced Scorecard: For strategic performance management.

    6. Data Analysis & Reporting

    Analyzing data to support decision-making and provide insights.

    • Techniques:
      • Data Mining: Analyzing large datasets to discover patterns and relationships.
      • Statistical Analysis: Applying statistical methods to analyze and interpret data.
      • Trend Analysis: Identifying patterns and trends in data over time.
      • Hypothesis Testing: Testing assumptions or theories based on data.
    • Tools:
      • SQL: For querying and analyzing structured data.
      • Python, R: For advanced data analysis and statistical modeling.
      • Excel: For basic data analysis and visualization.
      • Tableau, Power BI, QlikView: For data visualization and reporting.
      • SAS, SPSS: For advanced statistical analysis.

    7. Agile Business Analysis

    Business analysis in an Agile environment, focused on iterative development and adaptive planning.

    • Techniques:
      • User Stories: Brief, simple descriptions of a feature from the end-user perspective.
      • Backlog Grooming: Prioritizing and refining the product backlog.
      • Sprint Planning & Retrospectives: Planning development sprints and reviewing past performance.
      • Acceptance Criteria Definition: Defining the conditions under which a solution is accepted.
      • Agile Estimation (Story Points): Estimating the relative effort to complete a task.
    • Tools:
      • Jira, Azure DevOps: For managing Agile tasks, sprints, and backlogs.
      • VersionOne, Rally: Agile project management tools.
      • Miro, MURAL: For collaborative brainstorming and Agile ceremonies.
      • Trello: For lightweight project and task management.

    8. Change Management

    Tools and techniques to ensure smooth adoption of new processes, technologies, or policies.

    • Techniques:
      • ADKAR Model: Awareness, Desire, Knowledge, Ability, Reinforcement framework for managing change.
      • Kotter’s 8-Step Model: Guiding principles for leading organizational change.
      • Change Impact Assessment: Evaluating the potential impact of change on different areas of the business.
      • Training Needs Analysis: Identifying the skills gap and training required for successful change adoption.
    • Tools:
      • Prosci Toolkit: For managing organizational change.
      • Microsoft Project, Smartsheet: For tracking project and change management activities.
      • SharePoint: For sharing change-related information across teams.
      • WalkMe: For in-app guidance and user training during system rollouts.

    Each of these categories encompasses various tools and techniques that can help business analysts deliver value and ensure successful project outcomes. Would you like more information on any particular category or tool?

    The rebrand and relaunch is underway. Three, two, one…..we have lift off (almost!)

    Well, we’re well underway with the restructure and rebrand of the website and company as a whole. To reinvigorate Helpful Words we’re: updating the site, kicking off the blog (as you can see!), and linking our social media channels for a more joined-up approach to our communications. On the site we’ve: We’ve gone for a …

    Our social media and contact details


    We’re about as open and available as you can get. We’ve opened up Rob’s mobile and email so you can contact him directly to discuss your project requirements.

    Contact us

    Mobile Phone icon
    Rob’s mobile: 07771 768506

    Email icon
    Rob’s email: rob@helpfulwords.co.uk

    Scan Rob’s contact details straight into your phone with the HW QR Code

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    Three hours into the day: walked for an hour and done my daily ab and arm workout, ground my coffee and made a fruit smoothie to get me through the day, filled my water bottle and already done an hour's work before I even officially start. Who says remote working doesn't work?

    Happy Valentine's day everyone!

    Why not show your processes and documentation some love and care - call in the professionals and have us create processes and documents your users will love!

    CEO of my new client (Multiverse), Euan Blair, discusses the benefits of apprenticeships and how his company are changing how apprenticeships are viewed and their importance in the modern workplace.

    Loving the rugby this afternoon. Great way to chill out. Did my ab and squatting workout while watching the first half of the England match so even got a sweat on myself!

    Just had some wonderful news. I’m about to join the awesome team @ multiverse helping to deliver content and courses to their clients. Check them out at . Looking forward to making new friends and having a blast designing and building learning content.

    Time to log off for the last time before Christmas.
    I’d like to wish each and everyone of you a wonderful Christmas and hope 2024 becomes one of those great years for you.
    I hope Santa brings you something nice!
    Merry Xmas one and all!

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    Just playing with YouTube videos for our 3 Amigos brand. A few tweaks on the volume of the background music (and a new narrator!) and I reckon we’re in the game.We’ve got five sites to showcase and are starting out on a social media training course for our clients. All good stuff and keeping us busy, busy, busy.As for the rest of you - have a great weekend. ... See MoreSee Less
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    Welcome to our all new Facebook page - with the relaunched, restructured, and rebranded website to follow very shortly (hopefully by next weekend). Then the real work can begin!This is the first strand of our two business strike into the world. Helpful Words is the vehicle through which I operate as a Technical Author, Business Analyst, and Project Manager. Following closely in its wake will be 3 Amigos Design, the company through which we'll be offering website design and social media strategy and management services. Alfie and I have already been busy learning and bringing ourselves up to speed. We're taking on some free work (or very, very cheap), to test our theories and our approaches, and then we're going to step on the gas and go for it.I hope our friends, family, and current and future clients come along and enjoy the ride with us. Alfie and I are going to give it a damn good shot. ... See MoreSee Less
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