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Subject:RE: Best New Thing in User Documentation? From:"Cardimon, Craig" <ccardimon -at- M-S-G -dot- com> To:'Gene Kim-Eng' <techwr -at- genek -dot- com>, "'techwr-l -at- lists -dot- techwr-l -dot- com'" <techwr-l -at- lists -dot- techwr-l -dot- com> Date:Tue, 14 Jun 2011 13:57:30 +0000
I get the telephones and talking thing; however, with many people, talking is out, and texting is in.
You can talk to only one person at a time. You can text with many people at once.
As for me, I like email.
-----Original Message-----
From: techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com [mailto:techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com] On Behalf Of Gene Kim-Eng
Sent: Tuesday, June 14, 2011 9:54 AM
To: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: Best New Thing in User Documentation?
The question was what's the best new thing in the past five years, not how
good it is. Consider my answer a commentary on the relative "goodness" of
recent new things.
My recent stint in consumer electronics was the first time in many years
that I had written procedures that told the reader to click on things like
"OK," and yes, for those readers it was needed. My usual "task oriented"
procedure consists of walking the reader through the chain of configuration
screens required to accomplish a goal and which settings need to be entered
in each screen for the task at hand, because the systems have many potential
configurations that use the same screens in different ways.
The "social media" our customers use to reach us is the telephone. A
marvelous innovation that many young people today seem not to be aware of is
that you can actually use it to talk to people.
Gene Kim-Eng
----- Original Message -----
From: "Phil Stokes" <philstokes03 -at- googlemail -dot- com>
I have a lot of sympathy with Chris's point of view, though I'd like to
offer a few caveats.
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Create and publish documentation through multiple channels with Doc-To-Help.
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