Re: Developing a troubleshooting guide?

Subject: Re: Developing a troubleshooting guide?
From: Al Geist <al -dot- geist -at- geistassociates -dot- com>
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 07 Mar 2006 16:14:42 -0500

I agree with what Geoff wrote, especially the part about talking to Field Service first. These are the guys who are on the front lines. Not only will they know about customer problems, they will also know who the customer phrases their requests. For example, I worked for a small company that had customers in Europe, China, Australia, Canada, Mexico and the USA. Each had a different way of describing the same problem. SInce most customers did not have a manual in front of them during their time of need, the service person couldn't say...."see the graphic on page 3. That little whichamacallit is the part you need."

That same company also had a lot of knowledge tucked away in engineer's heads and archived emails. We created a FAQ and got the engineers to sign on and all that information came flooding out. The FAQs helped organize it and allowed Field Service to solve many problems by referring to a specific FAQ, or if the user was not at a computer system, service personnel could walk them through a procedure by referring themselves to the FAQ. You mentioned that you were already compiling the emails. This might be a good time to take them to the next FAQ.

Finally, Geoff is correct in saying that the quickest way to get on the wrong side of an engineer is to waste his/her time asking irrelevant questions. They don't like to be pulled away from their toys for no good reason.


Al Geist
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Developing a troubleshooting guide: From: Glen Blair
Developing a troubleshooting guide?: From: Geoff Hart

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