“Anne, I see you as an advocate for community documentation” – what a great compliment. I was so pleased with the response to my STC Summit talk last week, Strategies for the Social Web for Documentation. Here’s the short description of the talk: Let’s say that the most driven and driving developer on your team, […]
Casual users and Power users – what type of online help do they want?
I have been scanning through some of the presentations at the STC Summit that I had to miss due to the packed schedule, and Scott DeLoach’s presentation, Best Practices for Developing User Assistance caught my eye. He has slide after slide of Facts listed based on research in user assistance. Facts from those important and […]
Reasons for moving towards a conversation, towards collaboration, towards the community
What if your user’s guide had to read like an Instant Messaging, or IM conversation – quick, real-time questions, fast answers, and tailored to nearly every potential customer situation? Harry Miller from Microsoft pondered this very question in a podcast in the mid-2000s. Sometimes users expect precise answers from their user guide. When you work […]