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If the users are calling Support instead of using online help (or printed
manuals, if you make them available), you should work with Support to get
them to use the help first. If Support doesn't care that they get extra
calls, then it may not matter.
For Support to "train" your users to use help, every time they answer a
question, they could guide the user to the appropriate help topic for the
part of the answer that is best seen visually (e.g., because you have a nice
table, the user can print step-by-step instructions, etc.). If it is the
same users who call repeatedly, they may eventually decide it is quicker to
look up the information themselves.
But perhaps the issue is that the help is not helpful enough for the users.
If Support has to log all calls, perhaps they can log some additional
details: did the user check help first, was the help accurate & complete,
what else did the user need to know.
If Support can't gather this extra data for you, maybe you can see their
logs so that you know what questions users are having, so that you can make
sure the help answers those questions.
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Michele Marques, Technical Communicator
AUTROS Healthcare Solutions, Inc.
marquesm -at- autros -dot- com <mailto:marquesm -at- autros -dot- com>
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