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One for the aged, more experienced gurus out there:
The Scenario:
I have recently joined a software company that has decided to create a
technical documentation department. Previously, a marketing rep pulled a
couple all-nighters to create the first very turgid, condescending, poorly
organized (I could say a lot more, but...) manual.
Tech support costs run around $3.5 million/yr.
Currently, the marcomm director is writing many of the manuals (because he's
the only one with the skills to do so). These manuals offer no information
in the headings, have no screen shots, and are simply condensed versions of
what's already there.
We are putting together a report/proposal on how to find a direction for our
department.
The Request for Info:
What I really need here is some advice--lots of advice, especially success
stories. This is a wonderful company, that has a lot of potential. I want to
see our new department succeed.
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