Software configuration management strategies and Rational ClearCase: a practical introduction
Software configuration management strategies and Rational ClearCase: a practical introduction
The Company of the Future: How the Communications Revolution Is Changing Management
The Company of the Future: How the Communications Revolution Is Changing Management
Focus on the individual: the future of web-based product support
CHI '05 Extended Abstracts on Human Factors in Computing Systems
Using customer input to drive change in user assistance
Proceedings of the 26th annual ACM international conference on Design of communication
| Hi-index | 0.00 |
Maintaining technical support is costly. Better documentation means more successful customers AND lower costs of supporting a product.Most companies have two bodies of technical information that in many organizations remain entire to themselves. The information presented in the company's documentation deliverables and in their technical support data repository are not always consistent. There can be a real issue of redundancy and inaccuracy between these two areas of information.It may be common knowledge that working with Technical Support can improve your documentation deliverables, in theory. But in practice, there is frequently not a seamless integration of technical information, unless mandated by management for documentation groups and technical support groups to work together.This paper is a case study of this situation and presents some ideas on how to improve the probability of ensuring that one unified body of information is presented to customers. It is derived from experiences gained through working with a large body of technical content for a widely-used product, that includes application programming interface (API) reference information in the form of a Help system and a 900 page pdf file that ship with the product and access to a solutions database that is accessible from the Internet, given proper authentication.