Help for Real-Time Support

Subject: Help for Real-Time Support
From: Edina Monsoon <edina_monsoon_2005 -at- yahoo -dot- co -dot- uk>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Thu, 2 Mar 2006 16:32:17 +0000 (GMT)

Hi all,

Has anyone developed technical content that caters to
technical support/ helpdesk folks? Tech support people
provide real time tech support to customers, and they
seriously need easy access to references/helps.
Someone tells me there are cases where internal
knowledge bank (web based) is loaded for quick
reference. But I would really like to know more about
the products/services, which are too technical in

I would particularly like to know

* What are the help formats?
* What are the guidelines to develop such helps (style
* What are the measures to maintain usability of these

I appologize if I sound too abstract/ hypothetical/


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