Documenting screen versus documenting job is not the same. Many help centers will take the route of the former: one article for each settings tab describing each field. Customers will come in with a job and find the article that is named after the screen, and still can’t identify the field they need to change.
Help articles that succeed are named after the task. One article corresponds to one task that the reader is trying to accomplish, and the article presents a clear and concise description of what the outcome of the task is.
A writer can benefit from confusion. They encounter the step where the label differs from the documentation. They ask why, and either update the article or conclude that the interface is the problem. Software that automates documentation has no prior experience with the product, so it can never become stuck and will never provide feedback.
A model given your interface will document that interface. Each settings tab gets a single article, each of which is technically accurate, and none of which relates to a task anyone is attempting to complete. The tickets fall within the gap between what is on the screen and how a user is supposed to perform the task.
Your brief typically contains a job list. The first task for the writer is to validate that list using contact volume, because the article that your team wants the writer to draft is almost never the same article that generates the most support tickets. Once the list is finalized, articles will be drafted, steps will be followed, and any discrepancies will be resolved.
Prioritize the order based on ticket volumes rather than the number of pages. From your most common reasons for contact, select the top ten that occur on a weekly basis and submit those first. Each of those articles should be around 800 words, so that is an 8,000-word order: $800 of writing plus the $8 fee. Long tail orders can be placed later after reviewing how the articles affected ticket volumes.
One rate, whatever the format: $10 per 100 words. You are paying for the writer’s time and judgement, so the price scales with the words rather than with a package tier.
| Typical help article | Words | Writing | Fee (1%) | You pay |
|---|---|---|---|---|
| Quick answer article | 350 | $35 | $0.35 | $35.35 |
| Standard help article | 800 | $80 | $0.80 | $80.80 |
| Multi-path help article | 1,500 | $150 | $1.50 | $151.50 |
The writer receives 100% of the writing price. Our 1% fee is added on top of it, and 0.5% is donated to tree planting. Full pricing breakdown.
Every draft goes through an editor, then through several AI detectors and a plagiarism check. Anything that does not come back clean is revised or reassigned. You get the reports with the delivery email.
What the piece is for, who reads it, roughly how long it should be, and anything it must include or avoid. Links to your existing material help. If you are unsure, send what you have and the writer will come back with questions.
Indeed, we indicate when a screenshot is required, even if we are unable to capture one. Captions are designed to be independent, allowing the article to remain coherent to a user of a screen reader or for those who read without images.
Forward it with three articles you believe are high quality. The author will align with your heading style, person, tense, and the treatment of interface labels. If your style guide is self-contradictory, and most are after a few years, we will pinpoint where.
Completely. Copyright transfers to you on delivery, with no attribution requirement and no licence back to us. Nothing written for you is resold, repurposed or republished.
Reviews from completed, paid orders in this category.
Thirty articles with the same structure and with the same voice are difficult to develop for a knowledge base. Screenshot placeholders were described with prose instead of with tags. Unfortunately, our designer had to try to find them with some difficulty. This is a small thing, but I plan to put it in the brief next time.
Twenty-two articles on our top ticket drivers. The writer requested redacted transcripts, and then described the problems in the way customers used the language – thermostat will not hold temperature, instead of thermostat calibration. Help center search finally started working.
Eleven articles covering our top ticket drivers. They requested the original ticket text first, not the internal descriptions, and the difference is significant. The articles use the terms customers input into the search box. There’s been a downward shift of about a fifth in the volume of contacts on those topics.
We do not ask you to take the no-AI promise on trust. Each draft is run through these platforms and the reports are attached to your delivery email.
Originality.aiAI detection + plagiarism
GPTZeroAI detection
TurnitinAI detection + similarity
CopyleaksAI detection + plagiarism
Winston AIAI detection
ZeroGPTAI detection
SaplingAI detection
Content at ScaleAI detection
Send the brief, get a human draft back within 3 days. No account, no subscription, no AI.
$10 per 100 words · all of it to the writer · 0.5% to trees