RE: Developing a troubleshooting guide

Subject: RE: Developing a troubleshooting guide
From: Me Too <klhra -at- yahoo -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Mon, 13 Mar 2006 12:05:31 -0800 (PST)

> Yeah, but that's treating users like babies, and I
> dislike that. It also
> is bound to generate calls to tech support!

True to some extent. But some users require such
treatment - your comment points out the importance of
knowing your audience before you start, so you can
tailor the level of content and the delivery to the
needs of the users. You can always make it less of an
"ambush" by stating up front that the correct answer
to the authentication question is in the manual -
don't just spring a surprise on them, nudge them
toward opening it.

Also, let's face it, the users who will call tech
support because of something like this will also call
tech support for other problems they will have because
they fail to check the documents or try to
short-circuit the troubleshooting process.

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RE: Developing a troubleshooting guide: From: Joe Malin

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