TechWhirl (TECHWR-L) is a resource for technical writing and technical communications professionals of all experience levels and in all industries to share their experiences and acquire information.
For two decades, technical communicators have turned to TechWhirl to ask and answer questions about the always-changing world of technical communications, such as tools, skills, career paths, methodologies, and emerging industries. The TechWhirl Archives and magazine, created for, by and about technical writers, offer a wealth of knowledge to everyone with an interest in any aspect of technical communications.
Don’t forget that the customer-support staff DOES want to RTFM. They are an important internal audience, and there should be a symbiotic relationship between the two functions. I have observed that where there isn’t one, the reasons are political. (Customer Support can be a profit center that doesn’t want the answers readily available…)
In fact, Gene’s excellent vision of all user information as an integrated whole can fail in a multi-oragnization, stovepiped, competitive environment (stick to your own job—this job’s MINE).
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l
