They were striving to make modifications that exceeded compliant-driven objectives. CASA was looking to update the manual in a way that was far more user-friendly and offered online solutions for readers seeking links to extended content.
Naturally, we appreciated the need for a competent technical writer. Furthermore, it became apparent in our initial discussions with CASA that personality was also going to play an important role in our recruitment process.
CASA explained that the contractor would be called upon to frequently liaise with time-poor technical subject matter experts (SMEs) whose contribution would be critical to the success of the new content.
Whoever joined the team would need to be accustomed to liaising swiftly and efficiently with a range of SMEs. They would be required to digest and negotiate copious amounts of disparate and often fragmented information without repeat consultations with collaborators outside the immediate team.
Our Process
In order to aid our selection process, Cognesis spoke with CASA to ascertain the broad areas the manual would encompass. These topics included areas such as airworthiness, maintenance control, dangerous goods, as well as drug and alcohol management.
We identified an outstanding Technical Writer with over ten years tenure in the training and documentation field, specifically within defence, heavy industry and aviation. David had an impressive reputation for comfortably liaising with a cross-section of industry experts, swiftly drawing out relevant information and translating large amounts of complex detail into concise, accurate and compliant content.
We felt confident David was more than up to the task. Furthermore, we advised CASA that not only could he get the job done but he’d more than likely exceed his remit given his past successes on similar projects.
Client’s Assessment
Upon Cognesis’s recommendation, CASA contracted David as a Senior Documentation Officer. From the outset, David addressed their remit with his signature methodical and meticulous approach. After a thorough review of the existing Air Operators’ Certification Manual, he identified several key areas to be improved. In addition to the required regulatory amendments and updates, David wanted to create more concise, accessible documentation that focused less on procedural directives and more on certification requirements.
David also aimed to make the manual more succinct for online users. He initiated a series of hyperlinked documents to keep the bulk of the copy tight, whilst offering readers easy access to extended, more detailed text.
Feedback from the client reported David had an exceptional rapport with SMEs. He spoke their language and instinctively knew the right questions to ask. Regular feedback indicated SMEs were delighted to collaborate with a writer who appreciated their time constraints and understood the nuances of the complex, technical environment they inhabited.
When it came time to review content, David proved extremely adept at running feedback forums that efficiently and accurately addressed any areas of concern.
The Outcome So Far
During David’s tenure with CASA, he successfully completed 26 chapters (around 1000 pages) of content for the Air Operators Certification Manual. CASA commended David for the timely and efficient manner in which the upgrade took place. Unsurprisingly, David as invited to return to CASA for a subsequent contract.
