Re: How do enterprise software companies offer help?

Subject: Re: How do enterprise software companies offer help?
From: kafkascampi <kafkascampi -at- gmail -dot- com>
To: "John V. Hedtke" <john -at- hedtke -dot- com>
Date: Wed, 9 Sep 2015 10:08:11 -0700

John asked: "I just got back from vacation and discovered that my boss gave
me an assignment (there will be more) of coming up with _a list of ways
enterprise software companies offer help_: online, offline, and every way
in between. I'm thinking that I know many of the options available, but I
don't know everything (you heard it here first!), so I really want to hear
from you, too. You're welcome to cc: me at john -at- hedtke -dot- com, but for the
good of the list, please post things here as well."
----

I am a solo writer/content manager/help creator for a cloud-based PLM
(product lifecycle management) company.

We offer an in-app help system along with downloadable PDFs. I also create
videos for the help.

Everything (well, most things) are single-sourced from DITA XML. The PDFs
are directly generated from DITA source topics via XSL-FO. For the help we
output HTML topics via XSL into Madcap Flare, and generate WebHelp.

Happy to answer questions if you have them.

Chris

On Tue, Sep 8, 2015 at 6:10 PM, John V. Hedtke <john -at- hedtke -dot- com> wrote:

> The company I'm at is trying to bring Documentation and UI more into the
> forefront, with onboarding of new customers and usability being top
> priorities. He's looking for a documentation strategy as well, but I need
> to ask exactly what direction he wants to go, because--Magid's Law--"It
> doesn't matter how you get there if you don't know where you're going."
>
> I just got back from vacation and discovered that my boss gave me an
> assignment (there will be more) of coming up with _a list of ways
> enterprise software companies offer help_: online, offline, and every way
> in between. I'm thinking that I know many of the options available, but I
> don't know everything (you heard it here first!), so I really want to hear
> from you, too. You're welcome to cc: me at john -at- hedtke -dot- com, but for the
> good of the list, please post things here as well.
>
>
> Many thanks!
>
> --
> Yours truly,
>
> John Hedtke
> Consultant/Author/Contract Writer
> Fellow, Society for Technical Communication
> 541-685-5000 (office landline 9-9 Pacific)
> 541-554-2189 (cell)
> john -at- hedtke -dot- com
> LinkedIn: http://www.linkedin.com/in/johnhedtke
> Twitter: JohnHedtke
> Blog for writers and authors: http://tradebookauthor.com
>
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How do enterprise software companies offer help?: From: John V. Hedtke

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