Posts Tagged ‘customer support’

Focused communities

{ Posted on Dec 22 2009 by annegentle }
1 Comment
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Categories : social media
Community purposes vary as widely as the people who comprise a community. You know that participants on Twitter Moms are not the same people as those hanging out on Dad Labs community, instinctively. But what are some of the factors ...Read More »

Twitter and conversation analysis – who’s here?

{ Posted on Oct 26 2009 by annegentle }
7 Comments
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Categories : social media
"Hoosier," the somewhat odd name for a native from Indiana, may have its roots in conversation. One of the stories is that when a knock from someone at the door rang out, the person inside would ask, "Who's here?" and ...Read More »

Popularity of writing the manuals?

{ Posted on Jul 26 2009 by annegentle }
2 Comments
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Categories : social media
Recently we had a few discussions on the FLOSS Manuals list about how to increase the quality of documentation for an open source project, and noted that quantity does not always increase quality. And someone noted that bad doc is ...Read More »

Technical writers and conversations

{ Posted on Apr 04 2008 by annegentle }
9 Comments
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Categories : writing
I'm continuing my musings on connected conversations and tech pubs since there were such great comments and conversations going on with it. I had an "ah ha" moment at SXSW Interactive, when one of the social media metrics panelists Rohit Bhargava ...Read More »

Examples of content providers blogging for customers

{ Posted on Mar 26 2008 by annegentle }
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Categories : blogging
Sarah O'Keefe wrote up a nice summary of the WritersUA Pundits Panel, and Bogo Vatovec (of Bovacon)  made a statement something like this: Introverted technical writers will not be writing help any more and will be replaced with experts moderating support ...Read More »

Community support – don’t think of yourself as a customer but as a member of a movement

{ Posted on Nov 12 2007 by annegentle }
6 Comments
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Categories : tools, wiki, writing
I've signed up for the Give 1 Get 1 program for One Laptop Per Child, and just received the email today, November 12, 2007, with the link to the site, www.laptopgiving.org. I read the terms and conditions with interest because I ...Read More »

Feedburner support – they help until it sticks

{ Posted on Aug 13 2007 by annegentle }
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Categories : blogging
I want to extol the virtues of Jon Klem at Feedburner, plus give a status update for this feed and the old TalkBMC feed. Now the feeds have been combined into one, bringing subscribers over with no interruption, and Jon ...Read More »

Wiki for tech pubs – ready for main dish status? Or still undercooked or side dish material?

{ Posted on Jun 26 2007 by annegentle }
6 Comments
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Categories : agile, wiki
I've been doing some research for an article for the STC Intercom based on the interview I did with a friend of mine who does maintenance on the MOTO Q wiki. The article will come out this fall and I ...Read More »

eBay offers an informative wiki

{ Posted on Jul 08 2006 by annegentle }
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Categories : talk.bmc, wiki
eBay starts the biggest commercial wiki yet I love finding good examples of wikis, so my ears perked up when I saw the new eBay Wiki pop on my radar screen via the Read/Write Web blog. It's ...Read More »

Best practices in technical communication for customer feedback

{ Posted on May 04 2006 by annegentle }
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Categories : talk.bmc
Many technical writers pride themselves in being customer advocates. What are some best practices for connecting with customers? For another part of an informal series about best practices in technical publications, I want to discuss customer interaction with writers ...Read More »