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August 9, 2006 by annegentle

Learning a lot by reading through the ITIL glossary

I’m impressed with the level of detail the OGC has for their vocabulary surrounding ITIL In working on a glossary of terms for Business Service Management, I’ve discovered the ITIL glossary, version 3.0, and I’m reading it with interest. It’s a writing task taken very seriously with wonderful cross referencing and consistency of terms and […]

August 8, 2006 by annegentle

When user manuals cause a recall

A postcard insert will be the remedy for an incorrect hotline listing I wonder what the tech writer’s explanation is on this Honda and Acura Owner’s Manual Correction. Any tech writers for Honda who want to let us know the inside scoop? The story says that the National Highway Traffic Safety Administration has recalled over […]

August 3, 2006 by annegentle

Blogger podcasts are now live

As part of a blogger series, you can listen to me talk instead of reading what I write Always interested in trying the next cool communication technology, I jumped at the chance to record a podcast when asked. As a result, my first podcast is live now. It’s about a half hour long, but as […]

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I’ve been thinking a lot about developer support at Cisco recently, especially for the way the world works today with multiple cloud providers. This post is a re-publish of my talk from over five years ago, but the techniques and tools for listening and helping others are still true today. At Rackspace, we watched several […]

Cisco DevNet is our developer program for outreach, education, and tools for developers at Cisco. From the beginning, the team has had a vision for how to run a developer program. Customers are first, and the team implements what Cisco customers need for automation, configuration, and deployment of our various offerings. Plus, the DevNet team […]

I had a great talk with Ellis Pratt of Cherryleaf Technical Writing consulting last week. Here are the show notes, full of links to all the topics we covered. Podcasts are great fun to listen to and participate in, if a bit nerve-wracking to think on your feet and make sure you answer questions succinctly […]

At the beginning of this year, I worked hard to summarize my thoughts on API documentation, continuous publishing, and technical accuracy for developer documentation. The result is an article on InfoQ.com, edited by Deepak Nadig, who also was forward-thinking in having me speak to a few teams at Intuit about API documentation coupled with code. Always […]