1. Position Paper on
Value of Technical Publications in
the Desktop Virtualization Industry

3. Introduction
This paper presents the value and need for qualitative
Technical Publications in the outgrowing Desktop TWB - Leading Technical
Virtualization industry; to market and support the Documentation Outsourcing Company
products with a superior value proposition.
TWB is a leading technical documentation company
Technical publications created in the Desktop with an excellent record of providing unmatched
Virtualization industry include a wide variety of material technical documentation to many major multinational
such as user guides, white papers, case studies, companies.
datasheets, reference guides, quick installation guides,
product selection guides and configuration guides.
TWB is the ideal choice for leading Desktop
Virtualization solution providers. TWB helps customers
These documents transfer processes and procedures with all their technical and marketing documentation
involved in using the latest technology, engineering, needs such as white papers, case studies, datasheets,
operation, and upgrading of the products and related cheat sheets, product summaries, user guides, quick
software. installation guides, press releases, and brochures.
Market researches show that Desktop virtualization is TWB works closely with client teams located globally,
currently the hottest IT sector and it is about to and assists them in meeting their worldwide product
become mainstream amongst the everyday PC announcements and launch deadlines. TWB works
desktop user. The rapid growth in the industry has round-the-clock with client teams and help them with
invited greater competition among the industry-leading quick responses that facilitate timely distribution of
enterprises. documents around the globe.
Great technological innovation can be a failure in the
marketplace if end-users feel it is too hard to learn or
not easy to use. Good support documentation can
“Knowledge is people, money, learning, flexibility
make a product easy to understand and use which
and competitive advantage. Knowledge is more
results in greater user acceptance. Hence these
relevant to sustained business than capital or labor.
support documents must be presented in a
And yet knowledge remains the most neglected
professional and easily comprehensible format.
asset of a business. TWB helps you unlock and
share your technical knowledge with the world.”
With continuously increasing product models and fast
track product launches, most of the companies
outsource their documentation requirements to reduce
support costs, and deliver their products with quality
support documents.
“TWB believes that the technology cannot exist
without being communicated effectively.”
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4. Desktop Virtualization Industry – Technical Publications
Growth and Trends in the Desktop Challenges and Solutions
Virtualization Industry
The Desktop Virtualization industry is currently one of The Desktop Virtualization is a relatively new
the fastest growing IT sector. Desktop Virtualization technology and most enterprises are still evaluating
products are deployed in companies ranging from small Desktop Virtualization solutions. Hence these
and medium business to large enterprises. enterprises face some challenges.
The term desktop virtualization covers technologies such The challenges include:
as hypervisors, hardware and software based desktop
virtualization solutions, zero/thin/smart client devices,  The need for high quality documentation to explain
connection brokers, protocols, different DVI operating the value of product, for marketing, and to reduce
systems and other interesting but complex technologies. support costs
According to a leading market research company, 99 out  Marketing products across the globe requires
of the Fortune 100 companies use virtualization documentation in multiple languages for the
technology to power their data centers, safeguard worldwide audience
against disasters, improve development life cycles and  Need for management of high volume of
more efficiently manage desktop environments. documentation
The research also showed that the worldwide Hosted
Virtual Desktop (HVD) market will accelerate through To overcome these challenges TWB offers a wide
2013 to reach 49 million units. The worldwide HVD range of services for:
revenue will grow from about $1.3 billion to $1.5 billion in
2009, to $65.7 billion in 2013.  Preparing white papers, case studies, online help,
illustrations, and training materials
 Providing knowledge and content management,
single sourcing, and data migration
“Most enterprises are still figuring desktop
virtualization out: architecture, model, technology,  Protecting technical and commercial data of newly
process impact, and security.” developed products
–Stephen Elliot, IDC Research Manager  Creating, editing, reviewing, and maintaining
content
Market Growth Estimation It is sometimes difficult to manage high volumes of
documentation requirements for new products and
technologies. As a result, most of the documentation
requirements are outsourced to companies that
provide quality and on-demand technical publication
solutions.
Benefits
For a leading Desktop Virtualization solution provider,
association with TWB has benefited them immensely
in the following ways:
 Well written white papers and case studies were
used as great selling tools to give prospective
customers a clear idea of what they could achieve
with the product
Quality user information is the most cost-effective  Use of simple and clear language helped to easily
way of answering the questions of customers that single source the documents
they will encounter when using the product.  Content management solutions helped to manage
– Cedarwood Associates, Inc high volume of documentation for upcoming
product releases
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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
Marketing Tools
Faulty Assumptions that Result in
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 document: the product needs to be effectively communicated to
the customers.
 Developers know their products better than anyone
else – due to time constraints and limited resources, Well-designed, accurately presented, and attractive
many companies assign their documentation tasks to marketing collaterals increase the market prospects of
the programmers. This more often results in the a product and reduce support costs.
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
 Price Competitive Growth in the Desktop Virtualization Industry: Growth of companies in the Desktop
Virtualization industry is driven by providing the best solution depending on customer requirements. It is currently
one of the fastest growing IT sector. The Desktop Virtualization solution providers have global presence and
need technical publications that can be used in different geographies. Marketing Desktop Virtualization products
require supportive business collaterals and product documentation.
 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: The Desktop Virtualization industry, being highly competitive and rapidly
growing, consider the possibility of outsourcing the documentation needs to well-established Technical
Publications Solutions providers. This helps the companies cut costs, explain the value of their products to
customers, and at the same time deliver their products with quality documents.
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7. TWB Services
allows
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
 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:
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
 Adobe Flash CS4 Professional  WinCHM
 JSP
 Arbortext IsoDraw (technical  HelpSmith 2.1.1(Windows)
 JAVA
illustrations for 2D and 3D)  Fast-Help
 MadCap Flare Standards
Graphics/Animation  Help-Server
 NVU Help
 SCORM 1.2 / 2004
 Adobe Flash®  AICC
XML
 Adobe Photoshop®  W3C
 Adobe Illustrator®  Section 508
 Adobe Fireworks®  XMetal®  QTI XML
 Microsoft Silverlight®  Microsoft Word 2003®,
 Microsoft Word 2007®
Databases 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:
 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:
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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