RE: tracking user queries and solutions

["devdra darke" <devdra -at- sympatico -dot- ca>]

For me, ensuring that documentation bug were tracked with the development 
bugs gave me access to change requests that come to R&D via 
Marketing/Product Management. It also reminds people to add me to bugs that 
have or will have a documentation component.

Also, our customer support department uses another tracking product. So I 
made sure that documentation was included in their issue tracking software 
and that documentation issues or issues that have or will have a 
documentation component can be easily tracked. It also reminded people to 
think of documentation when solving issues.

Further, our customer contact software links to our customer support system.

Other than that, we add documentation training/presentations to most of the 
sales training.

Devdra



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