Where FAQs come from

[Damien Braniff]

At one place I worked, as part of the induction process, new TWers spent
a week or so in Tech Support. This involved playing with the
hardware/software (best way to learn), following existing documentation,
listening in on support calls and helping out with support for the
simpler products.

Development, Tech Support and Tech Writing were seen as complementary to
each other and there at least the FAQs we produced came from Q received
by Tech Support. Indeed, for some of the products there was a measurable
drop in certain types of call so I guess they must have worked :-)

Damien Braniff
Sr. Technical Writer
damienb at asg.com

Waterfront Plaza
8, Lagan Bank Road
Belfast, N. Ireland BT1 3LR
Tel: +44 (0) 28.9072.3124
Fax: +44 (0) 28.9072.3324

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