A company that hides answers behind an 800 number is like a banquet host that locks the meal in the pantry. Enabling self-service support is like laying out a rich buffet, rather than forcing guests to beg at the kitchen door.
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Tag Archives: techcomm
The Rise of the Vocal Customer
June 30, 2010 
7 Comments
Today’s corporations are facing a mighty challenge: The Rise of the Vocal Customer. Individual business functions will have to think as a single organism to truly maximize the available opportunities that come along side Social Media. So, taking a cue from the Power Rangers, we must “Make the MegaZord.”
Continue readingWhat if we could KNOW?
June 23, 2010 13 Comments
At the other end of our content is a person who needs an answer. If we learn exactly who they are, we can give them exactly what they need.
Continue readingBut what if no one READS the manual?
June 16, 2010 15 Comments
Web analytics will soon make it obvious if anyone is reading our technical documentation. Technical writers must to begin actively listening to customers now, so that future doc-sets can be tailored to their real-time needs.
Continue readingPrepare for the coming judgement
June 15, 2010 9 Comments
Within a year or two, web analytics will make it painfully obvious which technical writers write content that matters and which do not. So the time to tune up your text is today.
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