Frequently Asked Questions

1. How would we get started?
2. What sort of commitment is required?
3. How do you price your work?
4. What are your payment and billing terms?
5. How do we justify the cost to produce graphic work instructions?
6. What tools do you use?
7. Can we use photos instead of illustrations?
8. Who owns the material you produce?
9. Do you work with confidentiality agreements?
10. What's your experience with multiple languages?
11. What provisions do you have in place to protect sensitive information?

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How would we get started?

For work instructions and technical manuals, we suggest you identify a trial project that can serve as a proof of concept. The trial project should be an actual process or product with representative workers and typical obstacles. We will produce an instructional document for that product, with the expectation that you will be able to measure improvements in identified quality metrics. The trial project will give both of us a chance to learn each other's working styles and help us determine the appropriate next steps.

In addition, we're available to discuss alternative arrangements that better fit your time constraints or service needs

What sort of commitment is required?

In general, we have no contracts outside of current purchase orders.

How do you price your work?

We do most of our work on fixed-price orders. Even with established clients and on large-scope projects, we prefer to split the work into smaller jobs with specified deliverables and agreed-upon budgets.

What are your payment and billing terms?

Our normal project payments are one third at start, one third at first-draft deliverable, and one third upon final deliverable. Terms are net 30 days.

How do we justify the cost to produce graphic work instructions?

You can measure it. In Lean and Six Sigma environments, identifying and quantifying waste gives you a measurement you can use to determine the effectiveness of visual work instructions, and we encourage you to measure your return on investment.

What tools do you use?

We are experienced with a wide range of design and publishing software. The particular programs we use depend on both your needs and the job's requirements. For work instructions, our preferred software is Adobe Creative Suite, which includes InDesign, Illustrator, Photoshop and Acrobat. For technical manuals, we often choose Adobe FrameMaker. For multimedia projects, we employ Flash, Dreamweaver and other web publishing software.

Can we use photos instead of illustrations?

For some applications, photos work. In general, we find that illustrations do a better job of showing assembly sequence, cutaways, controls, adjustments and other processes where we want to focus user attention. The benefits to using illustrations also include smaller file sizes, easier revision processes, and better black and white presentations.

Who owns the material you produce?

When we create custom documents like technical manuals, illustrations, and work instructions, it is considered work for hire and you own the product. Nursing procedures, PAT™ (Procedure Access Tool) and our 5S documents are examples of copyrighted products that we own and license to customers.

Do you work with confidentiality agreements?

We perform significant work under strict non-disclosure and security agreements. For the unrestricted case histories and work samples that appear on our web site, we obtained client approval.

What's your experience with multiple languages?

We routinely deliver our work in English as well as other languages, including a series of technical profiles produced in 13 languages. We are particularly experienced in Spanish, and though we have multi-lingual employees, we outsource most of our translation work to translation specialists.

What provisions do you have in place to protect sensitive information?

• We have systems installed that segregate and protect information, giving access to employees only on a "need-to-know" basis.
• Separate, encrypted server hard drives are dedicated to single projects or clients.
• The terminal password system on our workstations requires new sign-ins after 10 minutes of inactivity.
• Our locked, tamper-proof server is enclosed with access limited to approved IT employees.
• We handle document shredding through a certified national document destruction company.
• Our offices and file cabinets are locked.
• The office entrance has a lock box that requires a pass code to access, preventing casual entry.
• Office visitors are accompanied at all times.
• Our e-mail and FTP data exchange are encrypted.
• We have offsite daily system backups.