Re: FW: Getting users to RTFM

[Damien Braniff <Damien -dot- Braniff -at- asg -dot- com>]

I had a similar problem many moons ago with a very simple product but a similar solution might work. Talk to tech support and get them to provide you with a list of their top 10/20/ you choose(!) repeat queries about the product. Create a Quick Ref Guide for those 'problems' but at the highest level you feel will work. :-)

Basically a series of steps for each:

   First .... UG page x
   2nd..... UG page y
   Etc

Essentially you're doing the looking-up for them but it might work. I know we dropped calls to support by 30+% so a worthwhile effort for us.

HTH

I ALWAYS  read the manual!!  :-)


Damien Braniff, Sr. Technical Writer
damienb -at- asg -dot- com |  +44 0 1727 736 255
www.asg.com |  
Facebook  |  LinkedIn  |  Twitter  |  YouTube




^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

You are currently subscribed to TECHWR-L as archive -at- web -dot- techwr-l -dot- com -dot- 

To unsubscribe send a blank email to
techwr-l-leave -at- lists -dot- techwr-l -dot- com


Send administrative questions to admin -at- techwr-l -dot- com -dot-  Visit
http://www.techwhirl.com/email-discussion-groups/ for more resources and info.

Looking for articles on Technical Communications?  Head over to our online magazine at http://techwhirl.com

Looking for the archived Techwr-l email discussions?  Search our public email archives @ http://techwr-l.com/archives