Re: Customer Support Hat

Subject: Re: Customer Support Hat
From: "Mike McCallister" <workingwriter -at- gmail -dot- com>
To: "Kimberly McClintock" <kimberlymcc -at- yahoo -dot- com>
Date: Wed, 10 May 2006 10:21:45 -0500


Doing tech support is indeed a great way to bring value to your
company, and also a great way to improve your docs. I haven't done
both at the same time, but I got started in this business after doing
two years of full-time tech support. This experience was invaluable,
since there is hardly any better way to interact with your users
(Well... that might be a little strong, since the users are rarely
happy when they're calling). You do learn a lot about people's likes
and dislikes about the product, and also what they most need help
with--which you can incorporate into your manuals and help.

Just be very careful that taking calls doesn't eat up all your writing
time. While this startup may be small now, with people wearing lots of
different hats, ideally the product gets lots of users. Don't let
folks think that you'll be their support department forever. You'll
never get anything done!

Hope this helps!

Mike McCallister

On 5/9/06, Kimberly McClintock <kimberlymcc -at- yahoo -dot- com> wrote:

Hi all.

Wonder how many of you have ever been responsible for taking support calls
as well as being responsible for docs & web content. Seems like a natural
hat to wear in a small group. I'm interviewing with a tiny start-up and
interested in exploring all the ways in which I bring value.

Mike McCallister
Technical Writing Consultant, Compuware
Author, "SUSE Linux 10 Unleashed"

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Customer Support Hat: From: Kimberly McClintock

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