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 excellent
material such as process and workflow documentation, record of providing consummate technical
market and research reports, user guides, online help, documentation to many major companies.
white papers, classroom training material, reference
guides, administration guides, standard operating TWB is the ideal choice of leading clients in the
procedures, installation manuals, Web-based training banking, finance and insurance sectors. TWB’s critical
materials, and product demos. support for mapping, merger, migration and training
process documentation has helped meet Merger and
In addition to their basic roles of providing loans, saving Acquisition (M&A) goals of a Fortune 20 financial
deposits and investments, banks cater for services like company.
e-banking, tele-banking and mobile banking. Increasing
customer requirements and complex applications make TWB works in close co-ordination with client teams
it essential for companies to provide their clients with located globally, and assists them in managing and
quality deliverables, and adequate training. The maintaining technical documentation. We work round-
entrepreneurial success in the e-Commerce market the-clock with client teams and help them with quick
relies on objective-oriented up-to-date information of the responses that facilitate timely distribution of
dynamic market that is delivered by financial reports. documents around the globe.
Quality documentation of the business process is vital to
the clients of the insurance and reinsurance industry. “Knowledge is people, money, learning,
Litigation issues are a main concern caused by improper flexibility and competitive advantage.
documentation. The policy documentation is the written Knowledge is more relevant to sustained
contract which describes the criteria for coverage and business than capital or labor. And yet
the basis for payment of claims. Therefore, the need to knowledge remains the most neglected asset of
avoid arguable terminology remains crucial for the a business. TWB helps you unlock and share
involved price risks. your technical knowledge with the world .”
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 a Some of the challenges in documentation that most
more qualitative rather than quantitative approach. The banking industries face today include:
total assets of all scheduled commercial banks are • Converting banking output into attractive
expected to reach $ 4,090,000 by the end of March financial documents, statements and
2010. This will also witness mergers and acquisitions transaction letters.
around the globe. BFSI is evidently the largest industry • Simplifying documentation of automated
as compared to other growing industries, as per a complex banking processes
report released by NASSCOM. • Documenting the complete range of risk 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 these processes
The banks’ assets are estimated to grow at a be outsourced and done as an offshore activity. A
Compound Annual Growth Rate (CAGR) of 13.4% purely offshore model allowed all TWB resources,
during the rest of the decade. There will be huge across the spectrum, to be brought into the delivery of
additions to the capital base and reserves towards the documents.
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
volume growth for banks through banking awareness The companies of BFSI industry associated with TWB
is an RBI measure to increase the Gross Domestic have benefitted immensely through professional
Product through Project Financial Literacy. Public documentation, the benefits include:
awareness of services offered depends on the quality
of documentation and the medium chosen. • Transferring complex automated processes
into easily understandable procedures
• Managing and maintaining process related
documentation
“Despite the fallout and nationalization of banks • Quick turnaround and very high savings in
across developed economies, banks in India seem opportunity costs
to be on the strong fundamental 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 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
keeping in mind the role of the person who will use the
Providing end users with information about a product’s
document.
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 are
information to use the application.
often developed as an afterthought. This usually results
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
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, information about
The faulty assumptions listed below result in the product needs to be effectively communicated to
incomprehensible document: the customers.
 Developers know their products better than anyone Well-designed, accurately presented, and attractive
else – due to time constraints and limited resources, marketing collaterals increase the market prospects of
many companies assign their documentation tasks a product and reduce support costs.
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 – Products/Corporate  Layout and Design
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  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
Competition  Record Management Storage and
 Installation and Configuration Guides
Retrieval
 Operations Manual  Forecasting
 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 in software and authoring tools includes:
Our technical proficiency 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®  AICC
XML
 Adobe Illustrator®  W3C
 Adobe Fireworks®  Section 508
 Microsoft Silverlight®  XMetaL®  QTI XML
 Microsoft Word 2003®,
 Microsoft Word 2007®
Databases 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 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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