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RTFM is nice to think about, but it's futile. Human resistance to thinking for themselves is universal, impregnable, and everlasting. Many moons ago I was in charge of the mechanics in an Army unit. One day I was in a maintenance bay and I heard two of my heroes arguing about what to do next in their work on a jeep. They kept arguing about what the book said. They were standing maybe 12 feet from the door to the shop office where the book sat on a shelf. After five or six minutes of this nonsense, they finally agreed on how to decide the issue - they decided to go out into the yard and find the motor sergeant and ask him.
On Tuesday, September 16, 2014 11:46 AM, Damien Braniff <Damien -dot- Braniff -at- asg -dot- com> wrote:
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.
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Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l
