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.
Subject:Reducing the Need for Technical Support From:"George F. Hayhoe" <george -at- GHAYHOE -dot- COM> Date:Fri, 20 Jun 1997 10:21:05 -0400
Matthew Long asked:
<<Do you think that it is possible that the need for technical
support for
software be eliminated or at least reduced if the documentation
were
written well enough?>>
Yes, we know it can be significantly reduced. See the special
section on the value added by technical communicators in the
February 1995 issue of _Technical Communication_, guest edited
by Ginny Redish and Judy Ramey, for an explanation of how to
measure our added value as well as a number of case studies.
As for the problem with your ISP, Matthew, why not offer to
revise their install documentation in exchange for X months of
free service (determine number of months based on your hourly
rate and the amount of time it will take)? I did something
similar.
--George Hayhoe (george -at- ghayhoe -dot- com)
George Hayhoe Associates
Voice: +1 803-642-2156
Fax: +1 803-642-9325
Award-winning Web site: http://www.ghayhoe.com
TECHWR-L (Technical Communication) List Information: To send a message
to 2500+ readers, e-mail to TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU -dot- Send commands
to LISTSERV -at- LISTSERV -dot- OKSTATE -dot- EDU (e.g. HELP or SIGNOFF TECHWR-L).
Search the archives at http://www.documentation.com/ or search and
browse the archives at http://listserv.okstate.edu/archives/techwr-l.html