JOYCE ARTHUR

Technical Communicator

Freelance

(I'm a technical writer doing technical writing in Vancouver Canada)

Tel: 604-351-0867 jharthur@shaw.ca

# 373 - 1755 Robson Street, Vancouver, BC, Canada V6G 3B7

Updated: January 2009

(Need a team? Or alternate? See technical writer Stephen Arthur's Portfolio)

Executive Summary

• Wrote and/or edited over 140 manuals and other documents (1990 to 2009) for the government and private sector, including policy and procedure manuals, software user guides, operating and field manuals, websites, research reports, training materials, brochures, and more.

• Project Manager for numerous documentation projects—responsible for client liaisons, interviewing Subject Matter Experts, leading focus groups, budgeting, scheduling, document planning, research, testing, page layout and graphic design, creating outlines and sample chapters, supervising other writers and editors, and working via committee.

Client / Project List

I was the principal writer for all of the following projects (except as noted). I was also the Project Manager for most of them.

A & W Food Services  (1994)

• Accounting System User Manual (co-wrote sample chapter)

Abbotsford School Board (District # 34)  (1995 to 1997)

• Purchasing / Accounts Payable Manual

• Operations Manual - Facility and Transportation Services

• Procedures Manual - Maintenance Department

Advanced Gaming Technology Inc.  (1995)

• MaxPlus Operator's Guide 4.0 (edited)

ADWEL International Ld.  (2004/2005)

• COPA PD-Online User Guide (equipment and software for testing generators)

• DWR-10 Reporter User Guide

Borgstrom Enterprises Inc.  (1990)

• BorgCAD User Manual (drafting software; wrote sample chapter)

• Technical sales brochure for BorgCAD

BC Housing Management Commission  (1991 to 1996)

• Guidebook for Non-profit Societies 

• Rent Calculation Manual 

• Planning Your Special Needs Housing Project 

• Project Development Manual 

BC Hydro  (1995 to 2009)

• Approved Work Practices for Managing Riparian Vegetation, Appendix A of Protocol Agreement for Maintenance Work In and Around Water (updating)
• Pest Management Plan for Wood Structure Maintenance
  
• Distribution Pest Management Plan
• Distribution Maintenance Contract (edited)
  
• Pesticide Use Standards (wrote/edited; paper/website)
• Vegetation Management Standards
• Wood Structure PMP Consultation Report
• Corridor Integrated Vegetation Management Plan
• Corridor Integrated Vegetation Management System (website)
• Facilities Pest Management Plan (paper and website)
• Facilities Pest Management Manual/Supplement to PMP (paper/website)
• Vegetation Management Manual for T&D (edited)
• Safety Program Manual
• Dam Safety Surveillance Participant’s Manual
• Inventory of safety and environmental standards (research assistant)
• Environmental Management System (website) (plan, draft, edit, format)
• Various reports, brochures, business cases, templates, etc.

BC Institute of Technology  (1995/96)

• Operations Manual (Learning Resources Unit)

BC Systems Corporation  (1992)

• NetGuide (catalog of computer products/services for gov't; edited)

BC Teachers' Federation (2003)

• Instructions for List Owners

BC Transmission Corporation (2004 to 2009)

• Transmission Vegetation Management Program (document to meet requirements of North American Electric Reliability Council)

• RFPs for Transmission Line Corrosion Mitigation Inspections
  

• Wildfire Act Guidelines for Fire Suppression Systems and Fire Fighting Hand Tools for BC

• Right-of-Way Task Force Report (confidential report)
  

• State of the Transmission System Report (writing and editing supervision)
  

• Facilities Pest Management Plan (updating/editing)

• Integrated Vegetation Management Plan (PMP) for Transmission Rights of Way

• Standard Vegetation Maintenance Contracts and Appendices (for Facilities and Rights-of-Way)

• Public Consultation Reports (for both PMPs)

• Annual Reports 

• Right-of-Way Program Manual 

• Vegetation Management Standards

• Condition Assessment Guidelines for Woodpoles 

• Pesticide Use Standards system

• Various reports, proposals, reviews, etc.
  

BC Transplant Society  (1991 to 1996)

• Guidebook for Regional Transplant Clinics (rewrote/edited)

• Clinical Guidelines for Organ Transplantation (rewrote/edited)

• Organ Transplantation: A Guidebook for Patients (sample chapter)

• Organ Retrieval: A Guidebook for Health Care Professionals (rewrote)

• Annual Reports  (rewrote/edited)

• Donating a Kidney (booklet — edited)

• Guidebook for Solid Organ Transplant Programme (rewrote/edited)

Cameco Corporation, Saskatoon  (2002 to 2005)

• Document Management System for McArthur River minesite, Maintenance Department
      - Writing Trainer’s Guide, Student Workbooks, and PowerPoint
                    presentations for DMS training course
      - Developing, implementing ISO14001 document control standards
      - Writing DMS Manual
      - Designing Access databases

• Audit (informal) of Document Management System (ISO14001) for McArthur River minesite 

• Audit (informal) of Document Management System (ISO14001) for 
  Key Lake mill site

• Corporate Quality Management System Manual (edited)

Canem Systems Ltd.

• Operations Manual (edited, 1995)

• Foreman's Manual (edited, formatted, 2000)

• Forms design and development (2001)

Capital Regional District (1997/98)

• Operations Manual (for Saanich Peninsula Water Supply System)

Cesco Electrical Supply Ltd.  (1990)

• Inside Sales Training Manual

Children's Hospital  (1992/93)

• CHRIS User Guide (human resources software system)

The Conac Group  (1998)

• AXIS User Guide (accounting software)

CRM Industrial Training Inc  (1998/99)

• Computer-based training on marine safety for Alaska Marine Hwys:

  • Liferafts and Rescue Boats

  • Survival at Sea

  • Fire-fighting Organization

District of Matsqui  (1994)

• Human Resources Policy Manual

Electrical Industry Training Institute  (1996/97)

• BC Hydro's Operator/Area Dispatcher Technical Manual (6 chapters)

Electronic Arts Corporation (2005)

• HAL User Guide (text string database)

Encorp Pacific Canada  (1999)

• Guidelines for Bottle Depots (edited, formatted)

Equinox Software Design Corp. (2003)

• User Guide for Control Room Operations Window (CROW)

Force 10 Marine Ltd.  (1994)

• Blue Jet Furnace - Installation and Operations Guide

Glentel Inc.  (2006)

• Financial control procedures

Great American Gaming Corporation  (2005)

• Financial control procedures for Internal Control Verification project

Great Canadian Gaming Corporation  (2004/2005)

• Financial control procedures for Internal Control Verification project

Greater Vancouver Regional District  (1995/97, 2004/05)

• Public communication pieces and public key messaging for water, liquid waste, and air quality programs

• Liquid Waste Management Plan Biennial Report (edited) 

• Data Support Procedures Manual  

• Policy and Procedure Manual (Sewerage and Drainage Department) (paper and on-line versions)

Healthy Heart Society of BC / IMPACT BC (2006 to 2009)

• Practice Support Program - researching and writing Practice Guides for family doctors to enhance chronic care management:

• Developing Patient Registries
  
• Introducing Group Visits
• Implementing Planned Recall
• Evolving the Role of the Medical Office Assistant
  
• Medical Office Assistant's Quick Reference Guide
• Enabling Patient Self-Management
  
• Investing in Prevention
  
• Applying Mental Health Care Skills

IBC Technologies (2000)

• High-Efficiency Boiler (two technical sales brochures)

Indian & Northern Affairs Canada (2004)

• Family Violence Program Manual

• National Child Benefit Program Manual 

Insurance Corporation of British Columbia  (1990 to 2001)

• Claims Procedures Manual (claims adjusters' manual)

• Claims Manual — Forms (completion guide for ICBC claim forms)

• NGIS (Autoplan agency database help system) (consulting / planning)

• ICBC's Worksafe Program Manual (corporate-wide occupational health and safety manual)

• Autoplan Manual (editing and formatting)

Insurance Council of BC  (1996)

• Continuing Education Program for Life Insurance Agents  (booklet — rewrote/edited)

Integrated Vegetation Management Association of British Columbia (2003 to 2005)

• Explanatory Notes for Integrated Pest Management Act Regulation

• Response to the Proposed Pesticide Control Act and Regulation Amendments

Industrial Vegetation Management Association of Alberta (2006 to 2008)

• Industry Standards & Good Practices for Vegetation Management
  (re-organization; formatting; editing; writing)

International Thermal Research Ltd. (2003)

• Installation Manual for RV Heater System

Internet Gateway  (2000)

• Wrote content for BulkReserve.com Web site; helped design page

• Wrote content for DomainStore.com Web site, helped design page

• Business Plan (edited)

Islands Trust  (1997)

• Applying for a Development Permit  (brochure —edited and designed)

Katherine Sanford Housing Society  (1994)

• Policy Manual (developing housing for the disabled; edited)

Leadership Vancouver  (1995)

• Letters, brochures, and public relations material

Ledcor Industries Ltd. (1998, 2001)

• Corporate Policy Manual

• JD Edwards OneWorld User Guide (assistant writer)

Liquor Distribution Branch  (1993 - 1998)

• Policy Manual (edited)

• You Get What You Expect! (employee motivation training guide; graphic design/editing)

• PPIIMS Job Aids Manual (co-written)

Medical Services Association  (1993)

• Contract Systems Manuals (documentation for MSA insurance contracts system; co-wrote document plan and three sample chapters)

Ministry of Advanced Education, Training and Technology (1998/99)

• Industrial Adjustment Services Operational Guidelines Manual

• Youth Community Action - Policies, Procedures and Guidelines Manual  (edited and formatted)

• Templates for Vocational Rehabilitation Services forms

• Orientation Plan for IAS Consultants

Ministry of Attorney General (1990 to 1998)

• Policy & Procedure Manual (Family Maintenance Enforcement Program; two chapters)

• Policy and Procedure Manual (Regional Crown Counsel, Criminal Justice Branch; document plan and two chapters)

• Guidebook for Commissions of Inquiry

Ministry of Education, Skills & Training (1996/97), Program Operations Branch

• Operational Policy Manual — Youth Works / Welfare to Work

• Student Summer Works '97 Manual

• Corporate Services Policy and Procedure Manual

• Program Resources Manual

• Contracting Practices Manual, Skills Development Division

Ministry of Energy, Mines and Petroleum Resources  (1992)

• Mineral Titles Recording Policy and Procedures Manual (formatted)

Ministry of Energy and Mines (2002, 2005)

• Map Selection Project: Introducing Mineral Claims Online (paper/website)

• Map Selection Project: Introducing Mineral Claims Online (paper/website)

• Oil & Gas Royalty / Tax Administration Procedures

Ministry of Finance and Corporate Relations, Treasury Board  (1993/94)

• Policy and Procedures Manual, Debt Management Branch (co-wrote)

Ministry of Forests  (1991 to 1999)

• Audit Services Branch — edited and formatted several audit reports

• Silviculture Branch — Forest Health Field Guides

• Silviculture Branch — ISIS User Manual (silviculture system user guide; co-wrote)

• Silviculture Branch — Spar User Guide (seedling system user guide; two chapters)

• Protection Branch — Protection Information System Manual, 2 vols
  (wildfire reporting and tracking system)

• Technical & Administrative Services Branch — Ministry Policy Manual, 
  2 vols. (paper and on-line versions)

• Range Branch — Range Procedures Manual, 3 vols. (paper and on-line versions, created using Doc-to-Help)

• Resource Tenures and Engineering Branch — wrote/edited three technical documents

• Resource Tenures and Engineering Branch — Fibre Flow Improvements Newsletter - premiere issue (draft)

• Protection Branch — Field Guide to Forest Insects, Diseases, and Animal Damage in BC (edited, formatted)

Ministry of Provincial Revenue  (2005)

• Oil & Gas Revenue Branch — Business Processes and Training Topics

Ministry of Skills, Training and Labour  (1995/96)

• Interpretation Guidelines Manual (for Employment Standards Act and  Regulation)  (paper and on-line versions)

• Policy & Procedures Manual  (project-managed only)

Ministry of Social Development and Economic Security (1999, 2001)

• Workplace-Based Training Program Manual

• BC Benefits Manual (formal evaluation/recommendations for improvement)

Ministry of Transportation and Highways, Properties Branch  (1993, 1995)

• Gravel Manager's Handbook

• Standards and Procedures Manual (paper and on-line versions)

MultiActive Data Inc.  (1997)

• Online help text for Data Merchant application

Naikum Wind Energy Group (2008)

• Wind energy proposal (editing help)

Okanagan Valley Tree Fruit Authority  (1994/95)

• Set of three manuals documenting the Authority's Tree Fruit Suitability Mapping Project:

  • Overview of Suitability Maps

  • Technical Reference Manual

  • Field Guide

Office of the Superintendent of Motor Vehicles (2008)

• Intake Manual (wrote internal procedures for intake staff)

Planet Internet Solutions (2000)

• Created HTML prototype of Framemaker file

Public Guardian and Trustee of British Columbia  (2003)

• Training Manual, Estate Administration Division

Richmond Fire & Rescue (2006)

• Operations Manual (standard operating procedures)  

Right Associates Ltd. (1996/97)

• Wrote and edited  personality profiles

Simon Fraser University (2003)

• PeopleSoft application procedures (formatted and edited)  

Softline Systems Inc.  (1997)

• Report Master for Windows User Guide (edited/formatted)

• Formatted three ACCPAC for Windows software manuals

Spectrum Signal Processing, Inc. (1993/94)

• Spectrum Envoy User's Guide (software manual for communications system; rewrote/edited guide; drafted on-line help)

Steelhead Marine Ltd. (2000)

• Installation Manual, and Owner's Handbook (for 1500 lb yacht crane)

Surrey Metro Savings Credit Union (2000; 2001)

• Easy Bill User Guide, and online help system (and later upgrade)

Syspro International (1996)

• Helped convert and format a series of software manuals

Translink Transit Security  (1996/97, and 2002)

• Operations Manual (wrote, edited, updated)

TYCROP Manufacturing Ltd. (2004/2005)

• ProPass Operator's Manual, Setup Manual, Parts Manual (edited, formatted)

• QuickPass Operator’s Manual, Setup Manual, Parts Manual (edited, formatted)

• MH-400 Operator’s Manual, Setup Manual, Parts Manual (edited, formatted)

Vancouver International Airport  (2007, 2008)

• Operational planning documentation for the 2010 Vancouver Olympic & Paralympic Games

• Winter Operations Plan  (re-organizing, rewriting, editing)

Western Silvicultural Contractors' Association  (2008)

• Resource Road Driver Training Course, BC Safe Silviculture Project (co-writer)

Western Technigraphics Inc. (2000)

• Installation Manual for Pro-Heat Generator

Workers' Compensation Board  (1999 to 2001)

• Review of WCB's Corporate Safety, Health and Security Program to ensure internal compliance with Occupational Health & Safety Regulations

• Manager's Guide to the WCB (online training and orientation).

Skills 

• Good planner; ensures client will get what they want before writing begins

• Absorbs new subject matter quickly.

• Writes clearly in plain English; cuts through "bureaucratize".
  

• Excellent organizational skills.

• Excellent multi-tasker; can prioritize effectively.

• Can concisely integrate large amounts of information from many sources.

• Works well with teams or committees, as well as independently. 

• Can "take it away"; does not need babysitting or handholding.
  

• Advanced user of Windows and MS Word.   Experienced with numerous other software programs, including MS Access, Framemaker, PowerPoint, Adobe Acrobat, and Dreamweaver.

• Expert user of Dvorak keyboard (100 wpm)
  

Other Experience 

• Numerous press releases, op-eds, position papers, fact sheets, brochures, grant proposals, and web content for non-profit groups

• Numerous non-fiction, freelance articles on politics and social justice issues

• Write, edit, and publish newsletters

• Leader, organizer, activist, for social justice issues 

• Listserv moderator 

• Design and write web pages and blogs; experienced with HTML

• Design and construct MS Access databases
  

Education

• Two years of college (Liberal Arts), Douglas College, New Westminster

• Various courses in computer software, technical writing, and creative writing