Aw: Re: I'm Just Curious. What Do You Think?

[Nina Barzgaran <e -dot- dickinson -at- gmx -dot- net>]

   Hello Debora,

   I can only agree to Laurie's post: I wonder what you really need to
   solve:
   I understood you to say that it is a choice and decision to take
   between two solutions to be implemented ? :
   * email answering service
   * help portal + context-sensitive help
   OR
   So it seems: You already ARE doing the email answers, but are supposed
   to do the portal as well.
   Some people in your environment saying that the emails could/should be
   stopped for - pushing that portal?

   IF I was facing this exactly the same way, I would decide based on
   effort vs benefit:
   * emailing keeps customers + does take little time, while 'doing' the
   portal just as fast: Stay with it.
   * emailing takes quite some time AND keeps the portal from advancing:
   Stop it.

   My personal experience is rather varied, really. That's why I refer to
   the basic principle more; the situation you describe is well-known
   almost anywhere I worked:
   You need to serve customers. Using an older technology (such as mail).
   You need to do your everyday work, which is documentation...
   You need to implement new technology to be up-to-date with latest
   technology standards.

   And find the time for all of it.

   IF someone takes fault with your emailing, make it short and plain and
   clear, with a few *numbers* how many customers you can serve in a
   little time - while pursuing everything else easily and successfully.

   Numbers, 'short and sweet' and - true - are usually the best argument
   for anything in business you do - or want to... :)

   Kind regards
   Nina


   Gesendet: Donnerstag, 25. Mai 2023 um 07:45 Uhr
   Von: "debora ames" <deboraames -at- hotmail -dot- com>
   An: "Laurie Marshall" <lauriejmarshall -at- att -dot- net>,
   techwr-l -at- lists -dot- techwr-l -dot- com
   Betreff: Re: I'm Just Curious. What Do You Think?
   Hi, Laurie. The problem is the manager doesn't want users to be
   referred
   to the full helpset, because the plan is to eventually get all of the
   help
   onto a digital platform where the help will be shown on top of the UI
   in
   the form of flows, brief articles, tooltips, beacons...which can be
   done
   immediately; and "additional info" (conceptual, background, related,
   cross-referenced) one can reach via links inside the articles. So, even
   though some may see that Help link, others may not because even though
   it's been suggested to move it to the top of the UI, it hasn't been
   done.
   Based on what I see in survey results for users who want more help, I
   had
   suggested that, until the details they are looking for are added to the
   platform, I would take it upon myself to send them a short email with
   Here's your answer, along with a screenshot of where it is, via that
   Help
   link at the bottom of the UI. Then, if they reach out for more info, I
   can
   say Click that Help link, then this topic. That answer is step 6. And
   by
   the way, we'll soon have that help set you see integrated directly into
   the UI in some form. Until then, if you need anything else, this is
   where
   the full helpset is. A few minutes, at the most. I did it at my last
   job
   when approached by Client/Professional Services, 'cause there was no CS
   department, just me. And it worked. Soon those questions stopped,
   'cause
   word spread that the documentation was worth looking it.
   I'm not Customer Service where I am. I'm the writer who wrote the help,
   so
   I know where all the details are. So, I merely suggested doing this as
   a
   favor, to help some customers out until we get everything onto the
   platform. Although it has come down from the top that everyone, no
   matter
   what their role is, should make more effort to "go beyond the norm to
   reach out to our customers", the decision maker would rather ignore my
   suggestion, don't tell them about that Help link, and just have
   everybody
   wait until all info gets on the platform. So, of course, those
   customers
   who voiced their need are going to desert our signature app and go to a
   competitor's.
   So, I just wondered what other tech writers (who possibly face
   situations
   of their own), thought.
   ________________________________
   From: Laurie Marshall <lauriejmarshall -at- att -dot- net>
   Sent: Tuesday, May 23, 2023 5:32 PM
   To: debora ames <deboraames -at- hotmail -dot- com>
   Subject: Re: I'm Just Curious. What Do You Think?
   Hi Debra,
   Is it possible to include an instruction within your procedure that
   tells
   users to click the help link if they need more info? Perhaps a
   screenshot
   pointing out the (very small) help link at the bottom of the UI? This
   might prompt some users to be self sufficient and check the help for
   more
   info. If they don't find what they're looking for, then they could take
   the next step and initiate an email. It's not a perfect solution, but
   perhaps a middle point?
   I'm not sure I fully understand your situation - so this suggestion
   might
   not be applicable.
   Laurie
   On Saturday, May 20, 2023 at 01:47:00 PM EDT, debora ames
   <deboraames -at- hotmail -dot- com> wrote:
   Hi, Nina. This is not really using up resources to implement a
   solution.
   This is merely me, reviewing survey results, seeing a customer's
   particular problem, and reaching out to them ('cause we also pull their
   email addresses), and saying This is your answer--and all I show them
   is
   that answer (10 minutes). If they came back and asked Where are the
   instructions this step is in?, I'd say It's step 6 on pg. 22 of "Set Up
   Billing Alerts" (2 minutes).
   On my prior job, although there was a Customer Service department,
   Professional Services shot me these types of questions all the time for
   customers who wanted an immediate answer. It resulted in more customers
   reading the documentation, Engineering starting to use it to write test
   case; and Client Services told me they closed a few big deals based OK,
   now we want to see the documentation.
   Regarding everything you wrote, where I am now, we are doing all of
   that.
   But because our new VP, Product Management also wants us, as
   individuals,
   to take more initiative by going "outside the box" to connect to our
   customers, this takes no time at all on my part to help them out--
   because
   I know where everything is stated (until it gets on the platform). It's
   just a small favor that takes minutes, helps them out, and prevents
   them
   from quitting the app. Since it works, I would think the other side
   would
   say Sure, doesn't hurt ('cause I'm volunteering to do this), instead of
   leaving these (potentially long-term) customers hanging (or gone) until
   we
   get all of the information on the platform six or more months from now.
   ________________________________
   From: Nina Barzgaran <e -dot- dickinson -at- gmx -dot- net<mailto:e -dot- dickinson -at- gmx -dot- net>>
   Sent: Saturday, May 20, 2023 4:24 AM
   To: debora ames <deboraames -at- hotmail -dot- com<mailto:deboraames -at- hotmail -dot- com>>
   Cc: TechWhirl
   <techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>>
   Subject: Aw: I'm Just Curious. What Do You Think?
   Sounds not too easy to solve in two clicks... :)
   I think basically it's about cost vs benefit - for the company, your
   team
   especially, rather all concerned, including the developers. So, here a
   few
   questions that might make it easier to clear the dust of the battle..
   * If you start implementing the email solution and not go that soon for
   the platform, how many customers would be affected?
   * Have you seen numbers actually decreasing because of that helpset not
   being right there, a few clicks away...?
   * How much time does it take to implement that email solution?
   * How much longer would it take to get the platform up and running, if
   you do the emails first?
   How many people would be involved and possibly be kept from other
   imoprtant tasks - that is - would those tasks 'suffer' and be finished
   later?
   Again: What's the least cost with the highest possible (long-term)
   effect.
   I think, losing a few non-paying-customers now when you can retain so
   many
   more prospects and existing subscribers might be worth the risk.
   Just my two cents worth.
   Best of luck
   Nina
   Gesendet: Samstag, 20. Mai 2023 um 06:05 Uhr
   Von: "debora ames"
   <deboraames -at- hotmail -dot- com<mailto:deboraames -at- hotmail -dot- com>>
   An: "TechWhirl"
   <techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>>
   Betreff: I'm Just Curious. What Do You Think?
   Hello, my peers. There's a debate within the Doc team. We have a
   digital-adoption platform on which floats a signature application with
   some high-level flows and tooltips; and access to brief articles in the
   Help center. The flows are rather You can do this here instead of a
   more
   focused This is how you do it. Half of our surveyed customers can
   easily
   intuit what to do; the other half seeks more info (What does this
   mean?, I
   assumed I could do this...; More training, please, Need more
   instructions).
   Before obtaining the platform, I was tasked to create a full help set
   (in
   Madcap's Flare). So, I created detailed instructions and clearly
   marked-and captioned screenshots (as directed by the product managers)
   of
   the entire application. And I'm a conversational writer, so it's really
   easy to understand (plus I user-test, then write). However, this
   helpset
   info hasn't yet been moved to the platform in the form of videos,
   knowledge bases, HTML pages, PDFs, micro content...all the forms it can
   be
   added to the platform. It'll be about 4-6 months to get that done, when
   given the OK to start.
   BTW, this helpset can be accessed via a Help link (about 8pt. Arial) at
   the bottom edge of the UI. (if you squinch, you may see it). But, this
   is
   the difference of opinions:
   * One opinion is: For those customers who want those answers, don't
   just tell them Click the link. Make it simple, and send them a quick
   email
   stating This is what you're looking for..., shows a screenshot of step
   6.
   (or steps 6-8!) of ABC procedure, and also includes those clearly
   marked-and-captioned screenshots. IF they contact you and want to know
   more, say Click that Help link at the bottom of your screen, then "ABC"
   topic in the TOC you'll immediately see. Then say, Eventually, we'll
   have
   all that information added to the platform. But, in the meantime, you
   can
   find any other info you need, if you want, in that helpset.
   * The other is: Why bother with that when we're gonna eventually get
   everything onto the platform? Don't you know we're aiming for "Out with
   the old and in with the NEW?!" Tired of hearing about it. Get with the
   program!
   Since our customer base are
   legal/medical/governmental/regulatory/regular
   folks online-faxing documents that need to be signed and returned in a
   timely manner--and the very real company goal is to retain and increase
   this base for ROI-proven reasons (so you don't want them to get
   frustrated
   and cancel out of the initial free, or paid, subscription), what do you
   think? (I'm of opinion #1, 'cause on a prior job at a company that
   developed contract-management software for commercial real-estate
   enterprises, Client/Professional Services would come to me with those
   same
   questions from particular customers who would call in 'cause they
   couldn't
   find or figure something out. I would send that exact email to the rep,
   who would forward it immediately to the customer. Greatly! appreciated
   by
   all.)
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