Cambridge Publications: Ten Things to Ask a Documentation or Training Vendor

Checklist for Choosing a Documentation or Training Vendor

To find the right vendor when outsourcing a training or documentation project, you need to do more than check the company's references and review samples of their work. Take the time to do some careful probing and questioning. The cost of going with the wrong vendor can be very high—in terms of money, time, and frustration.

Here are some criteria to help you increase your chances of choosing the right vendor.

1. An end-to-end solution

Look for a vendor who has the resources to offer a complete package-from planning to instructional design to content development to production to delivery. Tell them up front exactly what you expect from the relationship.

2. The appropriate technical expertise

Make sure the vendor has people capable of understanding your product. They don't have to be experts, but they need to be conversant enough in the technology to develop the training or documentation that will meet your needs.

3. Ability to reach your audience

Be sure the vendor can communicate effectively to the end users of your training materials or documentation. For example, if you are hiring a vendor to develop a training course for salespeople or resellers, make sure they have experience working with salespeople and understand their issues and perspectives.

4. Strong project management

One of the advantages of using an outsourcing company is that you have less managing to do. Make sure there is one person in charge who will coordinate the project from start to finished deliverable, keep you updated, and ensure the project is completed on time and within budget.

5. Well-defined systems in place

Be sure that the vendor has procedures and processes in place so that your project follows a pre-determined course. Find out if they have a process for all jobs that includes such steps as assessing your needs, creating an outline, preparing a sample for your approval, incorporating reviews, and so forth.

Confirm that they will draw up a project plan for your review during the first phase of the project. A project plan helps ensure that the project proceeds according to expectations and reduces the risk of unexpected problems.

6. Clear review procedures

Ask if they have specific client reviews built into the process. Things will go much more smoothly if you know up front exactly when and how often you'll be able to check the vendor's work. Some vendors also provide reviewer guidelines, which tell anyone reviewing the work what to look for and how to indicate changes.

7. How would you feel about working with them on a long-term basis

Think long term. After all, once they've come up to speed on your product, you may want to use them for other projects as well. Do they seem easy to work with? Their skills may be top notch, but be sure you can work with them comfortably through the life of the project and beyond.

8. The right tools and technologies

Find out if they use the latest tools and technologies that are appropriate for your project. Let them know of any specific software preferences to see if they are flexible enough to accommodate you.

9. Familiarity with your business

Check to see if they have worked with companies similar to yours, in terms of industry, size, and so forth. A vendor who understands your business, products, and strategies can add valuable contributions to your project and your team.

10. Comfort level

Find a vendor that will be easy to do business with. Their work may be top notch, but be sure you can work with them comfortably through the life of the project and beyond.

Also, think long term. Although you may be hiring this vendor for one project only, once they have learned about your product, you may want to enlist their help for other projects as well.

11. A good record of accomplishment

These background checks may be obvious but are worth mentioning:

Visit their web site. Not only can the web site show you what they offer, but it can also help you gauge the quality of their work. A training or documentation vendor should have a clearly written, well-organized site that's easy to navigate
Find out if they have long-term relationships and repeat customers. Return customers are satisfied customers.
Check several references. Just as you would check references of a prospective employee, interview one or more of their references.
Request samples of their work. Ask to see samples of projects similar to yours.

In short, invest extra energy and time into finding the right vendor. The results you'll get will be well worth the effort.