Outsourcing Technical Writers

  • Process inputs and outputs. How and what your team will deliver to the provider and how and what you expect from the provider.
  • SLAs (Service Level Agreements) for each process operation
    The Service level agreement should cover response time and turn-around times, but more importantly, the quality metrics.
  • Roles and responsibilities. Which party is responsible for each operation and specific roles within the process? The overall process owner must be someone on your team.
  • Communication. This should cover day-to-day communications between the teams as well as escalation procedures.
  • Metrics and reporting. So you have defined the SLAs- how do you know these are being met? Capturing and reporting should be integral to the process. This means they don’t impose an additional management burden, thereby enabling resources to be focused on delivering the service.
  • Exception handling. Nothing always goes to plan. Ensure there is a mechanism in place to handle possible exceptions.



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Bradley Nice

Bradley Nice


Content Manager at https://medium.com/level-up-web 👈. I write about web design, web development and technical writing. Follow me on Twitter and Facebook