Reducing IT support call times
At the Documentation Managers peer group meeting we hosted earlier this week, one manager commented his organisation was aiming to increase the average time for each support call. This was because it...
View ArticleWe’ll be speaking at Mindtouch’s European launch event on 9th Sept
We’ve been invited to present at Mindtouch’s European launch event, which is being held in Central London on Thursday 9th September. Our theme will be the seven key challenges Technical Publications...
View ArticleHere’s the link to register for Mindtouch’s European launch event on 9th Sept
We’ve been sent a new link for registering for Mindtouch’s European launch event on 9th Sept, which is being held in Central London on Thursday 9th September. We’ll be presenting on “The seven key...
View ArticleThe User Manual 2.$
Here is an interesting interview between Robert Scoble and Aaron Fulkerson of Midtouch on how MindTouch’s technical communication software is changing how people work together at big companies. “We...
View ArticleUnifying conversation and instruction in business communication
One of the challenges organisations face is how to create a system that unifies all the different ways its staff communicate information. That’s because conversation (written and oral) can be very...
View ArticleEducation technology – Is this also the future for Technical Authors?
(Click on the image to enlarge) Edudemic has created an infographic outlining the likely future for education. Other education sites, such as Grockit.com, suggest the future of study will have three...
View ArticleNew design models for providing end user Help
Ray Gallon has recently completed a series of webinars looking at new models for providing end user Help (A Cognitive Design for User Assistance). In the third webinar, Ray looked at how people learn...
View ArticleDoes relationship marketing mean you also need relationship content?
Last night I saw presentations at the Content Strategy London Meetup from Rob Hinchcliffe (a community strategist), and Sara Treewater (Content project lead for Citi Private Bank’s Web and Mobile team)...
View ArticleWhat does Stack Overflow’s success mean for traditional User Assistance?
Last night, I saw Joel Spolsky speak at a London Enterprise Technology Meetup, held at the London School of Economics. Joel is one of the founders of Stack Overflow, a hugely popular...
View ArticleThe conversation confusion in technical communication
We noticed last week a few tweets in our Twitter stream about how technical documentation and user assistance will be turning into a conversation. A dictionary definition of conversation is: 1. The...
View ArticleAtlassian no longer lets users comment on its documentation – good or bad news?
Last week, Atlassian sent out this message on Twitter: We’re changing our documentation platform, including closing comments. Read more and learn why http://t.co/PjZVCV1Vze — Atlassian (@Atlassian)...
View ArticleStack Overflow is moving into documentation (get the popcorn)
Stack Overflow, a collaboratively edited question and answer site for programmers, has announced its plans to add documentation to the site: “Lately we’ve been asking ourselves “what else could we do...
View ArticleMicrosoft launches its new documentation site, and it’s very good
Microsoft has announced the preview release of its documentation service, https://docs.microsoft.com, which currently provides content for its Enterprise Mobility products. “We interviewed and surveyed...
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