RE: Help for Real-Time Support

Subject: RE: Help for Real-Time Support
From: "Melissa Nelson" <melmis36 -at- hotmail -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Thu, 02 Mar 2006 12:00:57 -0500

While I do not know how to answer the format issue as I do not know what type of help you are producing...I will say that I had this oppurtunity at a previous position and I found the ability to talk to the Help Support staff and get their ideas about what they needed in documentation to be an incredible oppurtunity. I went by what they felt they needed the most and the format etc...flowed from that.

Melissa

From: Edina Monsoon To: techwr-l -at- lists -dot- techwr-l -dot- com Subject: Help for Real-Time Support Date: Thu, 2 Mar 2006 16:32:17 +0000 (GMT)

Hi all,

Has anyone developed technical content that caters to technical support/ helpdesk folks? Tech support people provide real time tech support to customers, and they seriously need easy access to references/helps. Someone tells me there are cases where internal knowledge bank (web based) is loaded for quick reference. But I would really like to know more about the products/services, which are too technical in nature.

I would particularly like to know

* What are the help formats? * What are the guidelines to develop such helps (style related)? * What are the measures to maintain usability of these helps?

I appologize if I sound too abstract/ hypothetical/ novice....:)

Cheers, Eddy




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WebWorks ePublisher Pro for Word features support for every major Help
format plus PDF, HTML and more. Flexible, precise, and efficient content delivery. Try it today!. http://www.webworks.com/techwr-l
Doc-To-Help includes a one-click RoboHelp project converter. It's that easy. Watch the demo at http://www.componentone.com/TECHWRL/DocToHelp2005

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