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Working with technical support personnel to better identify your audience

Working with technical support personnel to better identify your audience Features Working with Technical Support Personnel to Better Identify Your Audience By Rob Pierce One of the biggest laments I ™ve heard over the years is the lack of response from developers, whose input is critically needed to ensure the accuracy and completeness of technical information. Developers are so wrapped up in creating the solution, that they most always are less focused or have less time to devote to ensuring the usability of the solution by providing the documentation needed to support the solution. I ™ve never met a software development tool that was so completely and thoroughly intuitive that you could figure out 80% of the important usecases or uses without the help of technical documentation in one form or another, or technical support. And another remark I ™ve heard over the years, with a smile and a shoulder shrug, by managers, developers, and even writers, themselves, is, œnobody reads the manual.  But is this true? I ™m not sure. But I think that the more it is true for a given company, the greater the load on that company ™s technical support center. Maintaining technical support is costly. Better documentation means more successful customers AND http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Communication Design Quarterly Review Association for Computing Machinery

Working with technical support personnel to better identify your audience

Pierce, Rob
Communication Design Quarterly Review , Volume 4 (1) – Mar 1, 2003
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Publisher
Association for Computing Machinery
Copyright
Copyright © 2003 by ACM Inc.
ISSN
2166-1200
DOI
10.1145/2168799.2168800
Publisher site
See Article on Publisher Site

Abstract

Features Working with Technical Support Personnel to Better Identify Your Audience By Rob Pierce One of the biggest laments I ™ve heard over the years is the lack of response from developers, whose input is critically needed to ensure the accuracy and completeness of technical information. Developers are so wrapped up in creating the solution, that they most always are less focused or have less time to devote to ensuring the usability of the solution by providing the documentation needed to support the solution. I ™ve never met a software development tool that was so completely and thoroughly intuitive that you could figure out 80% of the important usecases or uses without the help of technical documentation in one form or another, or technical support. And another remark I ™ve heard over the years, with a smile and a shoulder shrug, by managers, developers, and even writers, themselves, is, œnobody reads the manual.  But is this true? I ™m not sure. But I think that the more it is true for a given company, the greater the load on that company ™s technical support center. Maintaining technical support is costly. Better documentation means more successful customers AND

Journal

Communication Design Quarterly Review – Association for Computing Machinery

Published: Mar 1, 2003

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