Documentation
Documentation deliverables are categorized from the root product and branch out into various types of output. This is important to know because the client may not have any idea how many variations there are in terms of final output for documentation, or realize that a healthy blend of several deliverables will meet his/her needs more cost effectively.
Single-Sourcing refers to creating the elements of the client’s documentation only once and in one application. Then, we store the source files centrally and publish that same information with minimal adjustments in multiple formats and uses.
Single-sourcing documentation provides numerous benefits:
1- Better quality documents. By defining one set of deliverables that can be reused in a variety of media, we can focus on making this set of single sources the best they can be.
2- Reduced deployment time. Because we use only one set of source files to create the final deliverables, the client can reduce the amount of time to deploy their technology to the desktop. The client achieves this faster time to market by tightly integrating people, processes and tools.
3- Improved document development process. By identifying and simplifying the document development process, the client gains efficiencies in the control and deployment of resources through joint planning techniques. The process improvements brought about by interfaces and hand-offs in the organization also result in reduced expenditures.
4- Reduced update costs. Maintaining one set of source files takes writers less time and reduces the costs for updating a documentation set. Less expensive localization. With an ever-changing global marketplace, localizing documentation in the most cost-effective manner is critical. Localizing one set of source files reduces localization costs and speeds the localization process.
The Project Process
Communication Lines customers come in all shapes and sizes. In the following definitions of company size the characteristics listed are just guidelines for description purposes. The sales figures listed are gross sales,, not net profit. In general, the larger the company the more money the entity should have budgeted for documentation.
Development Costs
The following discusses the types of ways cost is presented and contracted with a potential client.
Time & Material: Time and Material (T & M) type projects are based upon a fixed cost per hour of work and the client paying for any additional material required to complete the project (cost of software, professional printing costs, photography or images). It may also include any travel experiences incurred on the behalf of the client.In some cases, there is a limit set on the amount of hours that can be billed so that the client can set a budget for the project. This may also be considered a combination T & M and Fixed bid type project. The proposal and contract will clearly state following:
1-The hourly rate.
2-The required deliverables.
3-The estimated completion date (s) for a deliverable.
4-The payment terms (normally on a weekly, bi-weekly or monthly billing (with either 15 or 30 days net).
5-The requirements of the client.
6-Our requirements.
7-Whether expenses will be paid by the client and what is covered.
The Fixed Bid
A fixed bid project is one where the cost of the project is agreed to before the start of the project. It is based upon an estimate either we make or the client defines (we agree that this is a reasonable amount). In this type of bid, we perform an analysis of the requirements and determine the cost of the project. This is normally a calculation of the estimated hours to complete the task times an hourly cost PLUS a factor (normally 20 – 40% of the estimated hours * rate) to allow for additional work not anticipated during the initial analysis stage. In some cases, we can bill the client for the analysis work.
The proposal and contract will clearly state following:
1- The cost.
2- The required deliverables clearly defined with as much detail as possible.
3- The process for items that are not included in the original scope of the project (how is this communicated, the process for determining cost, the approval process, etc.).
4- The estimated completion date (s) for a deliverable.
5- The payment terms (normally percentages of the cost based upon deliverables (for example, 30% due at signing, 30% due on first draft and the remainder at the acceptable of the deliverable by the client) with either 15 or 30 days net).
6- The requirements of the client and the penalties that could be invoked if the client does not live up to those requirements.
7- Our requirements and any penalties we might have if we do not live up to those requirements.
8- Whether expenses will be paid by the client and what is covered.
The Financial Negotiation Process
In most cases, the negotiation process will consist of a proposal (see above) that details the costs, payment schedule, deliverables and deliverable schedule. This proposal is submitted to the client for their approval. Only after a proposal is approved and a contract signed (this might be the proposal), does the work for a client begin. The client is always the company that we have the contract with but the work can be performed for that company or for a client of that company.
Requirements of the Client in Project Engagement
1- Schedule a Project Kickoff meeting at client site for documentation/training initiative including the formation of a small team of project champions that will be committed to the review and input of documentation and training materials.
2- Schedule face-to-face meetings with key SMEs immediately upon project start.
3- Supply Communication Lines with background source materials.
4- Identify a Project Champion at client site who is the primary contact for Communication Lines on content issues. The Project Champion should also have final review and approval authority for all interim deliverables.
5- Identify primary and alternate SMEs from key departments and their fields of expertise.
6- Review and approve the Project Plan to finalize the content and format of the class and documentation outline.
7- Review and approve document prototypes per existing standards from client or those Communication Lines establishes.
8- Complete reviews of each interim deliverable and approve each final deliverable.
9- Make SMEs available for meetings (via phone or face-to-face) and respond to communications (email, voicemail, and faxes) during the courseware and documentation development process in a timely manner.
10- Approve final deliverables.
Dependencies
There are many dependencies that directly affect Communication Lines’ ability to deliver the courseware and documentation according to the established schedule, including:
1- Adherence to milestones in the schedule. Communication Lines’ writer/courseware developer has access to SMEs for quick issue resolution.
2- Ability of client to agree on the documentation prototypes established, Table of Contents and their relative priorities. Availability of additional source material to be identified by client.
3- Obtaining detailed, accurate reviews from client per the established schedule.
4- Obtaining approval on all interim and final deliverables (outline and drafts).
Proposals, Statement of Work, Change Orders
Every project begins with a needs analysis to scope out the type of work required. Is it a small job, or large? How many resources are needed, and how much information is already available? The SOW, or statement of work, serves as a proposal, or a blueprint, and tells the client we have performed due diligence and to the best of our knowledge, this is what we believe is required to get the job done. The estimates for tasks that must be completed are provided, and based in part, on the needs analysis, and on past experience.
The client must sign off on the SOW before work begins. When there are changes in the project, a change order stating the additional work necessary must also be signed off by the client. A NDA (non-disclosure agreement) is usually also signed by Communication Lines at this stage.
Assignment of Rights
Sample wording for the assignment of rights in a Communication Lines proposal reads:
"Communication Lines agrees that all works, ideas, and inventions made by Communication Lines during the term of this Agreement in the course of performing Services, and all proprietary rights therein, including but not limited to rights of patent, copyright, and trade secrets, shall be the exclusive property of XXX and works for hire under the United States Copyright Law. To the extent necessary to effectuate the foregoing, Communication Lines hereby assigns and agrees to assign to XXX all of such rights and agrees to provide such reasonable assistance as may be necessary (at _____ ’s expense) to perfect _____ ’s rights hereunder."
