The most important question is: Who is the documentation or training intended for? What knowledge and skills are they likely to possess already, and what is their attitude to the work they will be doing?
Then we can think about at the software from their point of view, rather than the producers', and explain it with the language that users are familiar with, rather than the terminology used by developers.
It is also important to organise documentation or training around the tasks that users will actually perform. Too often, the principles of a system are fully explained, and then left to users to figure out what they must actually do with it.
In addition, information must be presented in a sequence that allows users to build confidence in the steps they must carry out most frequently, before leading on to more complex or rarely-used operations.
Of course, explanations are required, but they should be given where they are needed to understand the principles or terminology for the task at hand.
For all but the largest projects, we provide estimates of the time and cost involved, and keep you informed of progress towards these goals. If a project is too large for estimates to be provided at the outset, then we will suggest how it may be broken into sub-projects that can be tackled one at a time.