How do enterprise software companies offer help?

Subject: How do enterprise software companies offer help?
From: "John V. Hedtke" <john -at- hedtke -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Tue, 8 Sep 2015 18:10:02 -0700

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
Twitter: JohnHedtke
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