Re: FW: Getting users to RTFM

Subject: Re: FW: Getting users to RTFM
From: Damien Braniff <Damien -dot- Braniff -at- asg -dot- com>
To: "Techwr-L (techwr-l -at- lists -dot- techwr-l -dot- com)" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 16 Sep 2014 18:46:16 +0200

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

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.


I ALWAYS read the manual!! :-)

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