Re: Concept - Task ratio

Subject: Re: Concept - Task ratio
From: Mike Starr <mike -at- writestarr -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Wed, 02 Feb 2011 11:28:56 -0600

I wouldn't put it in terms of a ratio... if it needs explaining, it needs explaining. Many companies are adopting the Tivo model that Laura reported and I feel that's a big disservice to users. If we help them understand the the why, they'll have an easier time dealing with the how.

Mike Starr WriteStarr Information Services
Technical Writer - Online Help Developer - Technical Illustrator
Graphic Designer - Desktop Publisher - MS Office Expert
(262) 694-1028 - mike -at- writestarr -dot- com -

On 2/2/2011 9:47 AM, John Posada wrote:
> Hi, guys...As I've said, I've been doing an analysis of our customer
> support knowledgebase to look for areas of improvement.
> I've introduced the concept modeled after the DITA methodology of
> Concept/Task/Reference and it has caught on strong.
> My question...for online help or web based help for consumer-type
> services, specifically phone service, if you have thought about it, do
> you find that you found a ratio of concept to task that worked out
> best for you?
> For instance, I'm proposing the premise that since this is for a
> support site, we should be doing less explaining issues compared to
> more presenting procedures on how to do and fix things; the logic
> being that the average telephone customer doesn't care as much about
> how something works as they do with getting it to work so they can
> make their call and get on with their life.
> Keep in mind, I'm not writing for the techy geek, but for the average
> Joe Q Public with a telephone.
> Has anyone else thought about this and if so, know of any best
> practices that supports this premise?

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Concept - Task ratio: From: John Posada

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