RE: Advice for writing a user manual/documenting business process

Subject: RE: Advice for writing a user manual/documenting business process
From: "Anita Legsdin" <anita -dot- legsdin -at- watchmark -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 17 Apr 2003 10:34:29 -0700


This reminds me of when I was a programmer. My boss was interviewing a
woman in the accounting department who was leaving the company. She'd
been there forever, and we were going to try and automate various parts
of her job. I learned the fine art of interviewing from listening to
him, because she put up so much resistance to his questions--whether
consciously or not. He would ask her what kinds of tasks she did; she
kept saying "I don't know, I just do it!" He was very patient, asking
the same questions over and over in different ways for what seemed like
a half a day, until he finally got some real information out of her.

> -----Original Message-----
> "Lisa Wright" <liwright -at- earthlink -dot- net> wrote:
> > This is
> >where you really get to be a detective. The folks you are
> interviewing
> >probably know their jobs so well that they don't think about and
> can't
> >articulate everything that they do. You will have to pay very close
> >attention! Ask a lot of "why" questions."
>
Anita Legsdin
Sr. Technical Writer
WatchMark
(425) 564-8135

With lies you may get ahead in life but you can never turn back.
-Russian proverb


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