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Subject:RE: training guide vs. user guide From:"Lathrop, Sarah" <Sarah-Lathrop -at- forum-financial -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Thu, 23 May 2002 15:38:00 -0400
-----Original Message-----
From: Writer Whirler [mailto:a_whirler -at- hotmail -dot- com]
Sent: Thursday, May 23, 2002 1:39 PM
To: TECHWR-L
Subject: training guide vs. user guide
I have been asked to write a training manual for our support department. I
just checked the archives and I read the "training guide vs. user guide
discussion" threads. I know the basic differences between the two.
<<After the
"training," my guide will be their only written reference about the new
features and enhancements.>>
Since this is information for support people, I would give it to them in a format that is easy for them to use when they have to answer a customer's question. In tech support, the people are dealing with users who call and ask "I want to do... How do I do that?" Try to give the support people the information in such a way that they can find those answers.
I would try to find out what the tasks are that users will be doing with the new features and enhancements. I would then take that list, prioritize it based on a best-guess of which tasks the users will be most likely to call about, and write procedures showing how to do each task.
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