RE: Tech writers as Sales Reps

Subject: RE: Tech writers as Sales Reps
From: "Giordano, Connie" <connie -dot- giordano -at- twcable -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 8 Mar 2005 15:55:34 -0500

At what point did tech writers lose responsibility for help files and
electronic docs?

It's great that they understand the true value that technical
communications can bring (And I am a huge believer in the concept that
user support, whether documentation, help desk, training or something
else is an integral part of successful branding), but they still fail to
understand that communications involves a great variety of tasks, and in
a lot of places, we are responsible for all of them

It's a step in the right direction but sheesh, who do they think writes
all those help files and electronic docs?

Connie Giordano
Knowledge Management Supervisor
Time Warner Cable
7910 Crescent Executive Drive
Charlotte, NC 28217
Phone: 704-731-3755
Mobile: 704-957-8450
AIM: rightwords43

"It's kind of fun to do the impossible." - Walt Disney


Tech writers as sales reps? Interface Software's award-winning docs
boost brand, revenues, and customer satisfaction

Ah, the much-maligned tech writers: Who needs 'em right? Especially now
that we've got help files and electronic docs, user manuals are a
superflous(sic) drain on cash, right?

CRM vendor Interface Software would beg to differ.
This fast-track company - 357 percent revenue growth, and recently
acquired by LexisNexis - puts its technical writing department at the
center of its customer-focused strategy.

Interfaces uses user manuals to build its brand and customer
satisfaction; the company has better ratings than competitors hundreds
of times larger. They've even used their docs to help close sales.

In this week's Feature of the Week, Interface gives away their 14
best-practice secrets for award-winning, revenue-enhancing docs, along
with 7 tips for landing top-notch tech writers. It starts on our home

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