1. Position Paper on
Value of Technical Publications in
the Enterprise Network Security
Industry
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3. Introduction
This paper presents the value and need for qualitative
TWB - Leading Technical Documentation
Technical Publication in the outgrowing Enterprise
Network Security industry; to market the products at a Outsourcing Company
higher value proposition.
Technical publications created in the Enterprise TWB is a leading technical communication company with
Network Security industry include a wide variety such an excellent record of providing unmatched technical
as user guides, white papers, data sheets, reference documentation to many major multinational companies.
guides, promotion campaigns, and demos.
TWB is the preferred technical and marketing
The network security market is undergoing a variety of documentation service provider for leading enterprise
transitions and is still growing despite slowing network security companies. TWB helps customers with
economies worldwide. Network security products all their technical and marketing documentation needs
remain popular because they offer comprehensive such as datasheets, cheat sheets, product summaries,
security with strong performance advantages and press releases, and brochures.
convenience to customers. TWB works closely with client teams located globally,
The market remains competitive as more and assists them in meeting their worldwide product
comprehensive solutions are taking hold in larger announcements and launch deadlines. TWB works
businesses. round-the-clock with client teams and provides world-
class documentation that facilitates timely distribution of
The worldwide network security appliance and documents around the globe.
software market is forecast to reach $6 billion in 2013.
With continuously increasing product models and fast
track product launches, most of the companies
outsource their documentation requirements. “Knowledge is people, money, learning, flexibility
Outsourcing such requirements also involves steps to and competitive advantage. Knowledge is more
protect Intellectual Property and Non-disclosure of relevant to sustained business than capital or labor.
data of products that are not yet released into the And yet knowledge remains the most neglected
market. asset of a business. TWB helps you unlock and
share your technical knowledge with the world.”
“TWB believes that technology cannot exist
without being communicated effectively.”
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4. Enterprise Network Security – Technical Publications
The world of Enterprise Network Security is becoming
Challenges and Solutions
more complex and sophisticated everyday. With the
Enterprise Network Security industry growing rapidly,
research firm IDC predicts that the network security
market is set to grow to $6 billion dollars in 2013, up Some of the greatest documentation challenges that
from $987.2 million in 2006. most companies face today include:
 Timely availability of quality documents during
After a brief period of fall in 2009, the global network
product release
security market is showing signs of stabilization and
growth from the second quarter of 2009. Technical  Cost cutting in a multi-vendor business
publication is an integral part of product development, environment
marketing and sales.  Managing large volumes of documentation for new
products releases
Companies are looking forward to expand their markets
on a global level, with customer centric business models.
For selling the products, companies need sales and
marketing material. These materials provide product The Enterprise Network Security industry relies on
specifications, accessory details, and services and business collaterals and product documentation for
support information. sales and marketing, and also to reduce support costs.
The products need to be documented for both
worldwide audience and internal global sales and
marketing teams.
It is sometimes difficult to manage high volumes of
documentation requirements for upcoming product
releases on time. As a result, most of the
documentation requirements are outsourced to
companies that provide quality and on-demand
technical publication solutions.
Benefits
TWB’s critical offshore support for Enterprise Network
Security product marketing documentation has helped
the world’s largest dedicated security technology
company to successfully market their solutions.
Key benefits that the company has drawn from TWB’s
offshore delivery are:
 Quick turnaround time
 Significant savings in operational costs
 Minimal reiterations – due to TWB’s expertise in the
Enterprise Network Security domain and creating
marketing documentation
 Minimal interaction with TWB, enabling the
company’s process owners to focus on their core
functions
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5. Value of Technical Publications
Technical Communication for Communication for Different Levels of
Transferring Product Knowledge Technical and Product Knowledge
The purpose of technical communication is to transfer In technical publications, audience is the focal point.
product knowledge to end users in a comprehensible Hence, the style, language, and content must vary
manner. The strategies of communication and levels of depending on the type of audience being addressed. It
information vary depending on the type of product and is because every user has a specific role in the
audience. implementation and usage of the technology.
Therefore, it is important that documents be created
Providing end users with information about a product’s
keeping in mind the role of the person who will use the
operation and maintenance is critical to the market
document.
performance of the product. Hence, the need for quality
documentation is imperative. For example, when you document a software
application designed for highly technical users, it is
In today’s business scenario, technical publications are
sufficient to provide the users with quick reference
often developed as an afterthought. This usually results
information to use the application.
in inaccurate and incomprehensible documentation,
which, in turn, renders the users incapable of using the For users who start without technical or product
products. knowledge, it is important to provide detailed product
information along with instructions on how to use the
Accurate, readily understandable, and quality documents
product.
determine how a product sells in the market and result in
increased customer satisfaction.
Attractive Publications as Useful
Faulty Assumptions that Result in Marketing Tool
Problems in Documentation
Besides transferring knowledge, technical publications
are also used for marketing a product. Before a
The faulty assumptions listed below result in
product is released in the market, information about
incomprehensible documents:
the product needs to be effectively communicated to
 Developers know their products better than anyone
the customers.
else – due to time constraints and limited resources,
many companies assign their documentation tasks to Well-designed, accurately presented, and attractive
the programmers. This more often results in the marketing collaterals increase the market prospects of
creation of technology-centered information, while a product and reduce support costs.
end users require task-oriented information.
 Documentation of complex applications requires a
longer learning curve for the writer - learning the
product will not be a major obstacle for writers with
the right technical background.
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6. Conclusion
 Price Competitive Growth in the Enterprise Network Security: As the Enterprise Network Security industry is
poised to grow rapidly, competition will ensue from both new players as well as established companies.
Established technologies will be subject to downward price pressure and competitive costing. However, the
competition for new technologies will continue to be derived from innovation and differentiation.
 Value of Technical Publications: Technical Publications are very essential for transferring product knowledge
to the end users. Provisioning of proper material to use the technology and products enables the user to accept
and efficiently use the product. Faulty assumptions about documentation lead to inaccurate and hard-to-
understand material. This also decreases the changes of marketing the products in the global markets.
 Role of Documentation Outsourcing: With the Enterprise Network Security industry being competitive,
security providers consider outsourcing the documentation needs to well-established Technical Publications
Solutions providers. This will help them cut costs and at the same time deliver their products on-time with quality
documents.
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7. TWB Services
TWB is India’s leader in technical communication outsourcing and education. TWB offers a complete suite of services that allow
our customers to effectively publish their technical knowledge with their people and processes. TWB’s customers range from
Global 500 – including Cisco, Accenture, McAfee, LG, Samsung, Citrix, SAP, Siemens, AOL, Intel; Indian technology majors –
including Infosys, Wipro; Global defense majors - Pratt & Whitney, Honeywell, DRDO, HAL; and exciting technology startups.
TWB's expertise in technical communication ranges from IT Products and Outsourcing, ITES, Banking, Financial, Aerospace,
Defense, Ship Building to Hi-tech Manufacturing, and Discrete and Process Manufacturing.
TWB’s services include:
Technical Marketing Technical Product Documentation Quality
Solutions Documentation Management
 Datasheets
 Administrator’s Guide  Copy Editing and Proof Reading
 Datasheets
 API Document  Managing Writing
 Cheat sheets
 Configuration Guide  Editing Services
 Solution Briefs/Solution Brochures
 Functional Specifications Document  Layout and Design
 Presentations – Products/Corporate
Profile  Installation Manual  Creating SLAs
 Brochures and marketing collateral  Interface Document
 Web content  Interactive Electronic Technical Manual
(IETM) Business Documentation
 Audio and video scripts
 Maintenance Manual
 Press releases  Business Proposals
 Online Help
 Direct mail  Legal Disclaimers
 Operation Manual
 Newsletter design copy  Policy Manuals
 Product Demo
 Sales catalogues  Style Guide Design
 Product Specifications Document
 Sales sheets  Template Design
 Product Overview Document
Business Communication  Quick Reference Guide
 Release Notes
 Requirement Analysis Document Content Management
 Short Reports
 SDK Document
 Proposals
 Troubleshooting Manual  Single Sourcing
 Case Studies
 User Manual  File Version Control
 Lab Reports
 Open Source Documentation  Document Naming Conventions
 Memos
 Programmers Guides  Consistent Document Formatting
 Progress/Interim Reports
 Functional Specifications Document  Data Transformation
 Writing for Electronic Media
 Use Cases
 Online Help /Context Sensitive Help
Illustrations
 Troubleshooting Guides Web site Development

 Graphic Designing Qualitative Analytics for
 Web 2.0 development
 Info graphics Decision Support
 Web content
 2D & 3D animation
 Web applications
 Line drawings and illustrations  Economic Business Research
 Industry Analysis
 Market Opportunity Analysis
Process Documentation Translation and Localization
 Competitive Business Analysis
Services
 Workflows  Company & Prospect Profiling
 Standard Operating Procedures  Reporting Solutions  Software Translation Services
 ISO Documentation  Assessment of Unmet Market Needs  Document Translation Services
 CMM Documentation  Status and Potential of Technologies  Localization (L10N) Testing
 Benchmarking of Strategies Vs  Internationalization (I18N) Testing
Competition
Deployment and Support  Forecasting
 Sales Force Effectiveness
Records Management
 Installation and Configuration Guides  Market Assessments
 Operations Manual  Competitive Intelligence  Document Management Solutions
 Opinion Leadership  Record Management Storage and
 Emerging Markets - evaluation and Retrieval
research
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8. TWB Software Tools Expertise
Our technical proficiencysoftware and authoring tools includes:
r technical proficiency in in software and authoring tools includes:
Unstructured Content XML Structured Editors Multimedia /Authoring
Development
 Epic  Adobe Flash®
 Microsoft Word®  FrameMaker+SGML  Adobe Dreamweaver®
 Adobe FrameMaker®  X-Metal®  Microsoft FrontPage®
 Adobe InDesign®  Adobe Captivate®
 QuarkXPress® Macromedia Captivate
 Adobe PageMaker® Graphics/Animations
 Multimedia /Authoring /
Illustrations  Adobe Flash® Supporting tools
 Adobe Photoshop®
 Adobe Flash CS4 Professional  Adobe Fireworks®  Adobe Flash®
 Adobe Illustrator CS3  Adobe Flex®
 CorelDRAW Online Help  Adobe AIR®
 Microsoft-Expression Graphic  Adobe Dreamweaver®
Designer  Adobe Acrobat®
 Xara Xtreme (Windows & Linux)  JavaHelp
 Microsoft Silverlight®
 CuteDraw  Adobe RoboHelp 7.0
 Adobe Authorware®
 Publisher3D(for animation)  HelpScribble
 Adobe Director®
 Sketsa SVG Editor (for vector  WebWorks Publisher
 Adobe Captivate®
graphics)  PowerCHM
 Trivantis Lectora®
 Techsmith Camtasia  Doc-To-Help
 ASP.NET
 Arbortext IsoDraw (technical  WinCHM
 JSP
illustrations for 2D and 3D)  HelpSmith 2.1.1(Windows)
 JAVA
 Fast-Help
Graphics/Animation  MadCap Flare Standards
 Help-Server
 NVU Help
 Adobe Flash®  SCORM 1.2 / 2004
 Adobe Photoshop® XML  AICC
 Adobe Illustrator®  W3C
 Adobe Fireworks®  Section 508
 Microsoft Silverlight®  XMetal®  QTI XML
 Microsoft Word 2003®,
Databases  Microsoft Word 2007®
Development and Publishing
tools
CMS/ LMS
 Microsoft Access  XSLT/XSL
 Microsoft SQL Server  EDD
 Sharepoint®
 Moodle
Flowcharting  Joomla,
 WordPress
 Microsoft Visio  Media Wiki
 iGrafx  CMS Builder
 EDraw  Author-it (formerly AuthorIT)
 RFFlow  Alfresco
 Flowbreeze
 Smart Draw
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9. Industries Served
TWB services a wide range of technology and knowledge-driven industries, helping them meet their markets better. These include:
TWB services a wide range of technology and knowledge driven industries, helping them meet their markets better, these include:
 Banking, Insurance and Financial Services  ITES/ KPO/ BPO
 Consulting and Business Services  Pharmaceuticals and Biotechnology
 Defense, Aerospace and Hi-Tech Manufacturing  Process Manufacturing and Allied Industries
 Education and Learning  Steel, Ship Building, Construction and Aviation
 IT, ITES  Telecom and Digital Communications
TWB has been the preferred technical documentation outsourcing company for:
TWB has been the preferred technical documentation outsourcing company for:
The TWB Building US Office:
No: 4062, 19th Main Road, TWB
HAL 2nd Stage, 11701 Norwegian Wood Drive
Bangalore – 560008 Austin, TX 78758
India.
Landmark: Behind Carlton Towers
Telephone: Telephone:
+91.80.40741400 / +91.80.41256367 +1.512.586.8357
Corporate Enquiries: corp@twb.in
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