Call deflection

Subject: Call deflection
From: David Neeley <dbneeley -at- gmail -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Fri, 29 Apr 2011 10:13:03 +0300

When you really think about it, tech writers are in the call deflection business.

If manuals and online help are maximally successful, fewer calls to tech support are needed--and user satisfaction is increased.

One metric sometimes used to measure the value of documentation is a reduction in tech support time and expense, after all.

If a user tries to find answers to their problems in the documentation and cannot do so, that may well be a failure on the part of the documentation.

David
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