Aw: RE: [External] Re: I'm Just Curious. What Do You Think?

[Nina Barzgaran <e -dot- dickinson -at- gmx -dot- net>]

   @Paul: sounds fine too. :)

   In general it's like that thing about navigation:

   Know your goal, know your starting point - and take it from there.

   Happy scaling and implementing!

   Kind regards
   Nina


   Gesendet: Donnerstag, 25. Mai 2023 um 12:58 Uhr
   Von: "Hanson, Paul R" <paul-hanson -at- uiowa -dot- edu>
   An: "TechWhirl (techwr-l -at- lists -dot- techwr-l -dot- com)"
   <techwr-l -at- lists -dot- techwr-l -dot- com>
   Betreff: RE: [External] Re: I'm Just Curious. What Do You Think?
   Happy Thursday!
   My main focus for the past 2614 days (when I'm at work) is to manage
   and assemble our department's Disaster Recovery documentation. My
   customer is my fellow IT co-worker who needs to be able to find their
   system recovery instructions among all the other SME system recovery
   instructions. However, prior to working here, at previous companies and
   situations, I sat where Debora sits now. I was often the one who wrote
   and knew where the information being sought by the customer was
   located. That's why, in theory, I agree with Debora and her plan to
   reach out to the customer with what seems like a personalized email
   that provides the information that the customer was seeking but could
   not find.
   What I've been reading in this thread - quite interesting! - is to
   recall / paraphrase / butcher an idea I have heard expressed on "Shark
   Tank", which, as an English major, is pretty much my only "business"
   education. So here it is: the question to consider is [loosely
   paraphrased] how can you take this service and scale it so that you can
   go from being able to handle a handful of these requests as they
   trickle in to being able to handle these requests when the dam breaks
   and you are looking at your Inbox that has 10x that number of
   requests?" This could be as simple as creating a template with a
   standard opening paragraph, empty space to paste in the appropriate
   info, and a standard closing paragraph with your signature. I am all
   about snippets and content reuse in my work - as much as I'm able to do
   that, I do - so that's my reaction to your post.
   My other project is Knowledge Management and that kind of 'how do you
   scale' question comes up any time there's a discussion about taking
   200+ articles in a Help Desk OneNote to our "centralized" Knowledge
   Base so instead of copying and pasting from the OneNote, the Help Desk
   can send a link to the "centralized" Knowledge Base - the end goal that
   "everyone" uses the "centralized" Knowledge Base to find the answer.
   What is in the Knowledge Management process that allows it to be scaled
   when the trickle of article submissions turns into widespread
   acceptance and "everyone" wants their content in the "centralized"
   Knowledge Base?
   That brings up another thought about all of this. While it is not my
   strength in doing so, I would encourage you to track your time in some
   way. How often and the amount of time - even if it's in 15 minute
   increments - you are spending doing this personalized customer support
   is a great metric. In that situation, there would be a project that was
   created in our Time Entry system for entering my time. After tracking
   my time against that project number, I would be able to generate stats
   to be used at my next Performance Review: "I spent XX [minutes / hours]
   helping our customer." The customer is why we do the work we do so a
   customer-focused disposition is how I do my daily work.
   Thanks for starting this discussion!
   Paul Hanson
   Senior Technical Writer | Technical Support & Implementation
   Iowa Health Care Information Systems
   -----Original Message-----
   From: techwr-l-bounces+paul-hanson=uiowa -dot- edu -at- lists -dot- techwr-l -dot- com
   <techwr-l-bounces+paul-hanson=uiowa -dot- edu -at- lists -dot- techwr-l -dot- com> On Behalf
   Of debora ames
   Sent: Thursday, May 25, 2023 12:46 AM
   To: Laurie Marshall <lauriejmarshall -at- att -dot- net>; TechWhirl
   (techwr-l -at- lists -dot- techwr-l -dot- com) <techwr-l -at- lists -dot- techwr-l -dot- com>
   Subject: [External] Re: I'm Just Curious. What Do You Think?
   Hi, Laurie. The problem is the manager doesn't want users to be
   referred to the full helpset, because the plan is to eventually get all
   of the help onto a digital platform where the help will be shown on top
   of the UI in the form of flows, brief articles, tooltips,
   beacons...which can be done immediately; and "additional info"
   (conceptual, background, related, cross-referenced) one can reach via
   links inside the articles. So, even though some may see that Help link,
   others may not because even though it's been suggested to move it to
   the top of the UI, it hasn't been done.
   Based on what I see in survey results for users who want more help, I
   had suggested that, until the details they are looking for are added to
   the platform, I would take it upon myself to send them a short email
   with Here's your answer, along with a screenshot of where it is, via
   that Help link at the bottom of the UI. Then, if they reach out for
   more info, I can say Click that Help link, then this topic. That answer
   is step 6. And by the way, we'll soon have that help set you see
   integrated directly into the UI in some form. Until then, if you need
   anything else, this is where the full helpset is. A few minutes, at the
   most. I did it at my last job when approached by Client/Professional
   Services, 'cause there was no CS department, just me. And it worked.
   Soon those questions stopped, 'cause word spread that the documentation
   was worth looking it.
   I'm not Customer Service where I am. I'm the writer who wrote the help,
   so I know where all the details are. So, I merely suggested doing this
   as a favor, to help some customers out until we get everything onto the
   platform. Although it has come down from the top that everyone, no
   matter what their role is, should make more effort to "go beyond the
   norm to reach out to our customers", the decision maker would rather
   ignore my suggestion, don't tell them about that Help link, and just
   have everybody wait until all info gets on the platform. So, of course,
   those customers who voiced their need are going to desert our signature
   app and go to a competitor's.
   So, I just wondered what other tech writers (who possibly face
   situations of their own), thought.
   ________________________________
   From: Laurie Marshall <lauriejmarshall -at- att -dot- net>
   Sent: Tuesday, May 23, 2023 5:32 PM
   To: debora ames <deboraames -at- hotmail -dot- com>
   Subject: Re: I'm Just Curious. What Do You Think?
   Hi Debra,
   Is it possible to include an instruction within your procedure that
   tells users to click the help link if they need more info? Perhaps a
   screenshot pointing out the (very small) help link at the bottom of the
   UI? This might prompt some users to be self sufficient and check the
   help for more info. If they don't find what they're looking for, then
   they could take the next step and initiate an email. It's not a perfect
   solution, but perhaps a middle point?
   I'm not sure I fully understand your situation - so this suggestion
   might not be applicable.
   Laurie
   On Saturday, May 20, 2023 at 01:47:00 PM EDT, debora ames
   <deboraames -at- hotmail -dot- com> wrote:
   Hi, Nina. This is not really using up resources to implement a
   solution. This is merely me, reviewing survey results, seeing a
   customer's particular problem, and reaching out to them ('cause we also
   pull their email addresses), and saying This is your answer-and all I
   show them is that answer (10 minutes). If they came back and asked
   Where are the instructions this step is in?, I'd say It's step 6 on pg.
   22 of "Set Up Billing Alerts" (2 minutes).
   On my prior job, although there was a Customer Service department,
   Professional Services shot me these types of questions all the time for
   customers who wanted an immediate answer. It resulted in more customers
   reading the documentation, Engineering starting to use it to write test
   case; and Client Services told me they closed a few big deals based OK,
   now we want to see the documentation.
   Regarding everything you wrote, where I am now, we are doing all of
   that. But because our new VP, Product Management also wants us, as
   individuals, to take more initiative by going "outside the box" to
   connect to our customers, this takes no time at all on my part to help
   them out- because I know where everything is stated (until it gets on
   the platform). It's just a small favor that takes minutes, helps them
   out, and prevents them from quitting the app. Since it works, I would
   think the other side would say Sure, doesn't hurt ('cause I'm
   volunteering to do this), instead of leaving these (potentially
   long-term) customers hanging (or gone) until we get all of the
   information on the platform six or more months from now.
   ________________________________
   From: Nina Barzgaran <e -dot- dickinson -at- gmx -dot- net<mailto:e -dot- dickinson -at- gmx -dot- net>>
   Sent: Saturday, May 20, 2023 4:24 AM
   To: debora ames <deboraames -at- hotmail -dot- com<mailto:deboraames -at- hotmail -dot- com>>
   Cc: TechWhirl
   <techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>>
   Subject: Aw: I'm Just Curious. What Do You Think?
   Sounds not too easy to solve in two clicks... :) I think basically it's
   about cost vs benefit - for the company, your team especially, rather
   all concerned, including the developers. So, here a few questions that
   might make it easier to clear the dust of the battle..
   * If you start implementing the email solution and not go that soon for
   the platform, how many customers would be affected?
   * Have you seen numbers actually decreasing because of that helpset not
   being right there, a few clicks away...?
   * How much time does it take to implement that email solution?
   * How much longer would it take to get the platform up and running, if
   you do the emails first?
   How many people would be involved and possibly be kept from other
   imoprtant tasks - that is - would those tasks 'suffer' and be finished
   later?
   Again: What's the least cost with the highest possible (long-term)
   effect.
   I think, losing a few non-paying-customers now when you can retain so
   many more prospects and existing subscribers might be worth the risk.
   Just my two cents worth.
   Best of luck
   Nina
   Gesendet: Samstag, 20. Mai 2023 um 06:05 Uhr
   Von: "debora ames"
   <deboraames -at- hotmail -dot- com<mailto:deboraames -at- hotmail -dot- com>>
   An: "TechWhirl"
   <techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>>
   Betreff: I'm Just Curious. What Do You Think?
   Hello, my peers. There's a debate within the Doc team. We have a
   digital-adoption platform on which floats a signature application with
   some high-level flows and tooltips; and access to brief articles in the
   Help center. The flows are rather You can do this here instead of a
   more focused This is how you do it. Half of our surveyed customers can
   easily intuit what to do; the other half seeks more info (What does
   this mean?, I assumed I could do this...; More training, please, Need
   more instructions).
   Before obtaining the platform, I was tasked to create a full help set
   (in Madcap's Flare). So, I created detailed instructions and clearly
   marked-and captioned screenshots (as directed by the product managers)
   of the entire application. And I'm a conversational writer, so it's
   really easy to understand (plus I user-test, then write). However, this
   helpset info hasn't yet been moved to the platform in the form of
   videos, knowledge bases, HTML pages, PDFs, micro content...all the
   forms it can be added to the platform. It'll be about 4-6 months to get
   that done, when given the OK to start.
   BTW, this helpset can be accessed via a Help link (about 8pt. Arial) at
   the bottom edge of the UI. (if you squinch, you may see it). But, this
   is the difference of opinions:
   * One opinion is: For those customers who want those answers, don't
   just tell them Click the link. Make it simple, and send them a quick
   email stating This is what you're looking for..., shows a screenshot of
   step 6.
   (or steps 6-8!) of ABC procedure, and also includes those clearly
   marked-and-captioned screenshots. IF they contact you and want to know
   more, say Click that Help link at the bottom of your screen, then "ABC"
   topic in the TOC you'll immediately see. Then say, Eventually, we'll
   have all that information added to the platform. But, in the meantime,
   you can find any other info you need, if you want, in that helpset.
   * The other is: Why bother with that when we're gonna eventually get
   everything onto the platform? Don't you know we're aiming for "Out with
   the old and in with the NEW?!" Tired of hearing about it. Get with the
   program!
   Since our customer base are
   legal/medical/governmental/regulatory/regular
   folks online-faxing documents that need to be signed and returned in a
   timely manner-and the very real company goal is to retain and increase
   this base for ROI-proven reasons (so you don't want them to get
   frustrated and cancel out of the initial free, or paid, subscription),
   what do you think? (I'm of opinion #1, 'cause on a prior job at a
   company that developed contract-management software for commercial
   real-estate enterprises, Client/Professional Services would come to me
   with those same questions from particular customers who would call in
   'cause they couldn't find or figure something out. I would send that
   exact email to the rep, who would forward it immediately to the
   customer. Greatly! appreciated by
   all.)
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