This document discusses the value and necessity of technical publications in the banking, financial services, and insurance industries. It notes that these industries require documentation for complex applications, processes, products, compliance, and training. Outsourcing technical documentation can help cut costs while ensuring quality. TWB is presented as a leader in technical documentation outsourcing with experience serving major clients through concise, accurate documentation of processes and products.

1. Position Paper on
Value of Technical Publications in the
Banking, Financial Services and
Insurance Industry

3. Introduction
This paper presents the necessity and merits of TWB – Leading Technical Documentation
technical publications in the Banking, Financial
Services and Insurance (BFSI) sectors. Outsourcing Company
Technical publications comprise a wide variety of TWB is a leading technical publisher with an
material such as process and workflow excellent record of providing consummate technical
documentation, market and research reports, user documentation to many major companies.
guides, online help, white papers, classroom training
material, reference guides, administration guides, TWB is the ideal choice of leading clients in the
standard operating procedures, installation manuals, banking, finance and insurance sectors. TWB’s
Web-based training materials, and product demos. critical support for mapping, merger, migration and
training process documentation has helped meet
In addition to their basic roles of providing loans, Merger and Acquisition (M&A) goals of a Fortune 20
saving deposits and investments, banks cater for financial company.
services like e-banking, tele-banking and mobile
banking. Increasing customer requirements and TWB works in close co-ordination with client teams
complex applications make it essential for companies located globally, and assists them in managing and
to provide their clients with quality deliverables, and maintaining technical documentation. We work
adequate training. The entrepreneurial success in the round-the-clock with client teams and help them with
e-Commerce market relies on objective-oriented up- quick responses that facilitate timely distribution of
to-date information of the dynamic market that is documents around the globe.
delivered by financial reports.
Quality documentation of the business process is “Knowledge is people, money, learning,
vital to the clients of the insurance and reinsurance flexibility and competitive advantage. Knowledge
industry. Litigation issues are a main concern caused is more relevant to sustained business than
by improper documentation. The policy capital or labor. And yet knowledge remains the
documentation is the written contract which describes most neglected asset of a business. TWB helps
the criteria for coverage and the basis for payment of you unlock and share your technical knowledge
claims. Therefore, the need to avoid arguable with the world.”
terminology remains crucial for the involved price
risks.
Optimized processes and quality documentation are
key factors that govern profits and losses. The
simplified documenting of existing or new processes,
by technical specialists ensures better compliance.
“TWB believes that technology cannot exist
without being communicated effectively.”
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4. BFSI – Technical Publications
Growth and Penetration of BFSI Challenges and Solutions
Industry

The banking industry is likely to grow in future with Some of the challenges in documentation that most

a more qualitative rather than quantitative banking industries face today include:

approach. The total assets of all scheduled Converting banking output into attractive

commercial banks are expected to reach $ financial documents, statements and
4,090,000 by the end of March 2010. This will also  transaction letters.
witness mergers and acquisitions around the globe.  Simplifying documentation of automated
BFSI is evidently the largest industry as compared  complex banking processes
to other growing industries, as per a report Documenting the complete range of risk
released by NASSCOM. and contract details of insurance
documents tailored to client needs
With special expertise in business process
documentation, TWB provides comprehensive
documentation solutions to resolve these
challenges.
Documentation challenges are also found in the
M&A processes. A critical part of the M&A
challenge is the mapping, merging, and migration
(including training) of these processes. TWB,
however, found that the transition needs to occur
on critical timelines for the M&A goals to be met.
TWB has helped acquiring companies by
leveraging on its process documentation and
offshore program management expertise. Having
understood the problem faced by the acquiring
company, TWB proposed that the documentation of
The banks’ assets are estimated to grow at a these processes be outsourced and done as an
Compound Annual Growth Rate (CAGR) of 13.4% offshore activity. A purely offshore model allowed
during the rest of the decade. There will be huge all TWB resources, across the spectrum, to be
additions to the capital base and reserves towards brought into the delivery of documents.
the liabilities. People will rely more on borrowed
funds, with the pace of deposit growth slowing
down side by side. Benefits
Tapping the growth potential in rural markets by The companies of BFSI industry associated with
volume growth for banks through banking TWB have benefitted immensely through
awareness is an RBI measure to increase the professional documentation, the benefits include:
Gross Domestic Product through Project Financial
Transferring complex automated
Literacy. Public awareness of services offered
processes into easily understandable
depends on the quality of documentation and the
procedures
medium chosen.
Managing and maintaining process related
“Despite the fallout and nationalization of documentation
banks across developed economies, banks in Quick turnaround and very high savings in
India seem to be on the strong fundamental opportunity costs
base and seem to be well insulated from the
financial turbulence emerging from the western
economies.” - Reportlinker adds Indian Banking
Sector Forecast to 2012 report.
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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
product knowledge to end users in a comprehensible point. Hence, the style, language, and content must
manner. The strategies of communication and levels vary depending on the type of audience being
of information vary depending on the type of product addressed. It is because every user has a specific
and audience. role in the implementation and usage of the
technology. Therefore, it is important that
documents be created keeping in mind the role of
Providing end users with information about a
the person who will use the document.
product’s operation and maintenance is critical to the
market 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
sufficient to provide the users with quick reference
In today’s business scenario, technical publications
information to use the application.
are often developed as an afterthought. This usually
results in inaccurate and incomprehensible
documentation, which, in turn, renders the users For users who start without technical or product
incapable of using the products. knowledge, it is important to provide detailed
product information along with instructions on how
to use the product.
Accurate, readily understandable, and quality
documents determine how a product sells in the
market and result in increased customer satisfaction. Attractive Publications as Useful
Marketing Tools
Faulty Assumptions that Result in
Problems in Documentation Besides transferring knowledge, technical
publications are also used for marketing a product.
Before a product is released in the market,
The faulty assumptions listed below result in information about the product needs to be
incomprehensible document: effectively communicated to the customers.
 Developers know their products better than Well-designed, accurately presented, and attractive
anyone else – due to time constraints and limited marketing collaterals increase the market prospects
resources, many companies assign their of a product and reduce support costs.
documentation tasks to the programmers. This
more often results in the creation of technology-
centered information, while 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
 Benefits of TWB’s Documentation Solutions: The customer meets its internal timelines and derives the full
benefit of the solutions. Customers get processes documented in record time, which otherwise may have
prevented sufficient process visibility. Overall, in terms of opportunity cost and savings in direct costs, TWB’s
service pays back a 100x multiple to the customer.
 Value of Technical Publications: Technical Publications are very essential for transferring product
knowledge to 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 chances of marketing the products in the global market.
 Role of Documentation Outsourcing: The complexity involved in implementing a documentation system
requires that vendors and purchasers consider outsourcing their documentation needs to well-established
technical publication solutions providers. This helps the company cut costs and at the same time deliver their
products 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
allows 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
 Datasheets  Copy Editing and Proof Reading
 API Document
 Cheat sheets  Managing Writing
 Configuration Guide
 Solution Briefs/Solution Brochures  Editing Services
 Functional Specifications Document
 Presentations –  Layout and Design
Products/Corporate Profile  Installation Manual
 Creating SLAs
 Brochures and marketing collateral  Interface Document
 Web content  Interactive Electronic Technical Business Documentation
Manual (IETM)
 Audio and video scripts
 Maintenance Manual  Business Proposals
 Press releases
 Online Help  Legal Disclaimers
 Direct mail
 Operation Manual  Policy Manuals
 Newsletter design copy
 Product Demo  Style Guide Design
 Sales catalogues
 Product Specifications Document  Template Design
 Sales sheets
 Product Overview Document
 Quick Reference Guide
Business Communication Content Management
 Release Notes
 Short Reports  Requirement Analysis Document
 Single Sourcing
 Proposals  SDK Document
 File Version Control
 Case Studies  Troubleshooting Manual
 Document Naming Conventions
 Lab Reports  User Manual
 Consistent Document Formatting
 Memos  Open Source Documentation
 Data Transformation
 Progress/Interim Reports  Programmers Guides
 Writing for Electronic Media  Functional Specifications Document
 Use Cases Web site Development
Illustrations  Online Help /Context Sensitive Help
 Web 2.0 development
 Troubleshooting Guides
 Graphic Designing  Web content

 Info graphics  Web applications
Qualitative Analytics for
 2D & 3D animation
Decision Support Translation and Localization
 Line drawings and illustrations
Services
 Economic Business Research
Process Documentation
 Industry Analysis  Software Translation Services
 Workflows  Market Opportunity Analysis  Document Translation Services
 Standard Operating Procedures  Competitive Business Analysis  Localization (L10N) Testing
 ISO Documentation  Company & Prospect Profiling  Internationalization (I18N) Testing
 CMM Documentation  Reporting Solutions
 Assessment of Unmet Market Needs Records Management
Deployment and Support  Status and Potential of Technologies
 Document Management Solutions
 Benchmarking of Strategies Vs
 Record Management Storage and
 Installation and Configuration Competition
Retrieval
Guides  Forecasting
 Operations Manual  Sales Force Effectiveness
 Market Assessments
 Competitive Intelligence
 Opinion Leadership
 Emerging Markets - evaluation and
research
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8. TWB Software Tools Expertise
Our technical proficiency inin software and authoring tools includes:
Our technical proficiency 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®  AICC
XML
 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
 Sharepoint®  EDD
 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
TWB services a wide range of technology and knowledge driven industries, helping them meet their markets better, these
include:
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 / +1.512.586.8357
+91.80.41256367
Corporate Enquiries:
corp@twb.in
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