Re: Bug tracking and documentation

[That Darned Writer <j_grey -at- writeangles -dot- com>]

Julie Stickler wrote:
<snip>

> development and QA have a good handle on how to use issue tracking,
> it's the folks in the field (sales engineers, support) who have the
> most valuable input (actual *customer* contact) and the most trouble
> writing good issues.  I'm trying to figure out how best to coach them
> towards providing me with useful input. 

Can you present to them at an SE meeting or something like that? When I 
was at a larger company I used to sit in on SE training sessions and was 
always able to get something in the training docs about how to report 
doc issues.

When I send a doc for review, I include a single-page doc explaining 
what I want them to review for and what I don't want them to review for. 
   If you include the SEs and support folk as part of the review, they 
--in theory-- will read the review sheet.

If all else fails, I join the team for their daily lunchtime walk and 
talk about it casually then. That not only makes it seem less like I'm 
"lecturing" them but builds rapport, too.



_______________________________________________
joanne grey             j_grey -at- writeangles -dot- com
doc goddess             www.writeangles.com

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