How do enterprise software companies offer help?

["John V. Hedtke" <john -at- hedtke -dot- com>]

The company I'm at is trying to bring Documentation and UI more into the 
forefront, with onboarding of new customers and usability being top 
priorities. He's looking for a documentation strategy as well, but I 
need to ask exactly what direction he wants to go, because--Magid's 
Law--"It doesn't matter how you get there if you don't know where you're 
going."

I just got back from vacation and discovered that my boss gave me an 
assignment (there will be more) of coming up with _a list of ways 
enterprise software companies offer help_: online, offline, and every 
way in between. I'm thinking that I know many of the options available, 
but I don't know everything (you heard it here first!), so I really want 
to hear from you, too. You're welcome to cc: me at john -at- hedtke -dot- com, but 
for the good of the list, please post things here as well.


Many thanks!

--
Yours truly,

John Hedtke
Consultant/Author/Contract Writer
Fellow, Society for Technical Communication
541-685-5000 (office landline 9-9 Pacific)
541-554-2189 (cell)
john -at- hedtke -dot- com
LinkedIn: http://www.linkedin.com/in/johnhedtke
Twitter: JohnHedtke
Blog for writers and authors: http://tradebookauthor.com

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