When Telstra decided to launch its Business SIP data product to enterprise customers, it turned to Innovative Thinking (IT) to write the learning content and deliver training in classroom and on-site. The project involved a team of technical writers from ITIT and the development of a self-serve e-learning hub and hands on training to instal and commission the product. We co-wrote the documentation with the lead engineer, capturing content from the Telstra engineering and support organisations and an offshore provider. The project included:

  • Research and design of business SIP installation process

  • Development of trouble-shooting guides

  • Capture of third-party device integration requirements

  • Digital content and multi-media design and delivery

  • Classroom, interactive and on-the-job training

  • Quizzes, simulations, scenarios, role plays

  • eLearning content support, videos, webinars

  • Assurance scenario planning

The project involved the collaboration of the technical writing team, product engineers, assurance, product vendors and marketing staff and took 8 months to complete.