Working together
This page is for teams and founders considering outside help with documentation or knowledge content. Three ways I take on work, what each one fixes, and what you receive. If one fits, send a short note about the problem and I will reply with how I would approach it.
Understand
The problem, the audience, and what the content has to do.
Structure
Scope, boundaries, and naming before any writing starts.
Build
The writing or the system, delivered as named artifacts.
Validate
Checked against the reader and the rules, not against taste.
Operationalize
Ownership and upkeep rules, so the work stays current after handoff.
Technical & procedural writing
Knowledge that only works when the expert is in the room. Procedures passed on by demonstration, manuals nobody can follow unaided, and instructions that read differently to every reader cost you the same explanation over and over, and put quality at the mercy of who happens to be available.
- Manuals, SOPs, and training guides written to ASD-STE100 principles: One instruction per sentence, active voice, one word per concept.
- Procedures a reader can follow without help, verified against the actual task.
- A consistent structure and terminology set your team can extend.
Documentation systems & KM setup
Content exists but the system around it does not. Nobody owns updates, duplicates accumulate, the same question is answered in four places, and finding the current version takes longer than rewriting it. The cost shows up as repeated work and decisions made on stale information.
- A content lifecycle with named ownership, review commitments, and escalation paths.
- Taxonomy, metadata, and naming rules that decide where content lives and what it is called.
- An audit of what exists, what duplicates, and what should be retired.
Retrieval-ready content
Your knowledge base is not structured for the chatbot or AI assistant reading it. A support chatbot answers with the neighbouring guide, retrieval pulls a six-task document to answer one question, and the same articles rank poorly for people searching directly. The answers exist. The structure keeps them from surfacing.
- Article boundaries, naming, and metadata conventions designed for retrieval, search, and human readers as one content set.
- Restructuring rules your writers apply to existing content, with worked examples.
- A review of where current retrieval or coverage fails and which gap each fix closes.
Start with the problem, not a brief.
A short note about what is not working is enough. I will reply with how I would approach it and what I would need from you.