Technical documentation written today really doesn’t take into account the different states of emotion users can have, and this can lead to users bypassing it completely. It’s important to recognize a user’s “state of mind” and deliver content that is best suited to that state. It may also be useful to use techniques that can transition users from one state to another.

So, would you be interested in a workshop on this subject? Please let us know.

We’ll be presenting on “The seven key challenges Technical Publications departments face today”.  The whole event is called “Your Documentation is your Best Storefront. Are You Open for Business?”

Over half of your website traffic is seeking documentation, so you’d better deliver compelling content that converts visitors into revenue.

There will be also a case study presentation from Axa Insurance and other talks and demonstrations from Mindtouch themselves.

The event is free. Here’s the link for registering for Mindtouch’s European launch event on 9th Sept,

1.Pre-empt the calls

In same way that Japanese car companies improved the quality of their products to reduce the after-sales costs, you can take steps, from the start, that can reduce the amount of post-sale difficulties.

• Improve the usability of a product

Can you design out the bugs and problems where people get stuck?

Can you make the product intuitive to use?

Consider whether, and how, you could provide training to users - this could be videos on YouTube, animated software tutorials, even simple paper guides. You won’t be able to design away every call, particularly if users are dealing with unfamiliar concepts, but you can go far.

• Provide effective user assistance

There is still a lack of understanding of the effect good user assistance (delivered as online Help, user guides, quick reference cards, animated tutorials or videos) can have on the amount of support calls received.

With more and more of this content going onto the Web, it’s now possible to measure the number of people using this information, and the figures can be enormous. To help you assess the impact, you can use our online support call cost reduction calculator.

• Encourage users to play and experiment with the product

Through playing and experimenting with a product, users are often able to teach themselves how to use particular features or discover new capabilities. Users need to be confident this is low risk, and be able to set aside some time to do this. One way to encourage this is by communicating with users: providing case studies or “tips and tricks” in newsletters.

2. Provide better, faster ways to assist users

In general, people will follow the line of least resistance. If they can find the solution to their problem on the Web, then they are likely to use that route.

So look for ways in which support can be “self-service”.

• Many people will look for answers on the Web, so you need to make user assistance available and findable on the Web. It needs to be clear and unambiguous, and organised in an logical way. Technical Authors are skilled at doing this for you.
• Look for ways to embed the support information into the product. For software, this can embedded help - tips next to a field, for example. For hardware, this could be scannable barcodes (QR or vizi tags), sticky labels or tags.
• Establish peer group support, where users support each other. People love to share and be heard. The downside is that the information may be incorrect, unclear, incomplete or critical, so you need to moderate these types of areas.

Of course, habits die slowly and some problems can only be fixed over the phone, however there are ways to provide better, faster user assistance. Looking at the number of visitors to The Carphone Warehouse’s YouTube channel, which provides advice on topics such as unboxing a mobile phone, it shows there’s a huge desire for such information.

3. Reduce the duration of each support call, and the need for users to call again

The duration of each support call can be achieved by making it faster for staff to solve the problem or by guiding users quickly to alternative places where their problem can be solved.

Large organisations may be using support software, such as Kana, to guide staff through problem solving decision trees. Other organisations can develop knowledge bases, to enable staff to find the answers quickly and efficiently. These can be populated by internal staff or, again, by technical authors.

Often, it’s the same support questions that appear time and again. In this situation, Twitter and email can help by guiding users to places where their problem can be solved. Again, Technical Authors can help to create this content.

In this situation, it’s important users don’t feel they are being “fobbed off”. Look for ways to give users something extra, so there’s a sense of reward.

Alternatively, don’t reduce the number of support calls

Often, a support call interaction can lead even the most irate client turning into someone who will recommend your product to others. Even if you can’t solve their problem, you listened, tried to help them and you cared.

Forrester Research talks about the Return on Interaction - that a support call can lead to an “upsell opportunity” or a word of mouth recommendation.

Summary

The important thing to do is measure and learn, and then adapt.  The relationship between usability, user assistance and support are becoming more measurable.

Remember, not all users are the same, so you need to offer more than one approach.

This twenty minute presentation covers:

• What are the key skills to look for in a Technical Author?
• What are the key personality traits in successful Technical Authors?
• What is the salary range you should offer?
• Where do you find good candidates?

This provides me with an opportunity to highlight my presentation at the TCUK conference, “Documentation as an Emotional experience for the user“.

Here is his video:

This curse has just hit Google, who last week announced the demise of Google Wave.

Google released Google Wave without any online Help or a guide for users - just a 45 minute video and two shorter “getting started” video guides.

We blogged at the time of its launch that this could hamper the uptake of the software, saying:

While the application clearly works (although there is some uncertainty as to whether some behaviours are “features” or bugs), this unfamiliarity means that users could give up and reject the application.

(See Google Wave - A case study in 21st Century User Assistance and Google seeks to increase uptake of Google Wave by introducing witty user documentation)

As more complex software is released as “Software as a Service” and delivered as “in the Cloud” software, it’s likely more users will struggle and stop using the product - that is, unless adequate Help is provided as well.

Ranked the most influential blogger on technical communication in Europe, Ellis Pratt is a specialist in the field of creating knowledge users will love.

Presentations include:

• Getting the “document monkey” off your back
• Documentation as an emotional experience for the user
• What can other professions teach us about the future for Support and Technical Documentation?
• Ten trends in technical communication for 2010 and beyond
• Goodbye to writing user manuals; hello to creating and sharing knowledge
• Building a successful career as a technical communicator
• Recruiting a Technical Author
• Delivering documentation in a downturn
• The Social Web – 5 key steps for business success
• Why won’t anyone RTFM?

Our theme will be the seven key challenges Technical Publications departments face today.

The whole event is called “Your Documentation is your Best Storefront. Are You Open for Business?”

Over half of your website traffic is seeking documentation, so you’d better deliver compelling content that converts visitors into revenue.

There will be also a case study presentation from Axa Insurance and other talks and demonstrations from Mindtouch themselves.

The event is free. Mindtouch’s contact details are here.

Q. What’s the biggest gripe in Support?

A. Getting the unnecessary calls off their backs, so they can find the time needed to tackle the really important problems. Really, they are looking for a way to be pestered less.

So what are the three key ways to relieve this headache?

1. Enable users to serve themselves.

If you are getting loads of traffic via your help desks, it is just proving the point that the existing (or non-existent) manual is not clear? (BTW Cherryleaf can help you provide documentation that works.)

2. Eliminate the problem at source.

You need to look at the reasons why people get stuck. It’s likely to be due to poor design, poor instructions or poor training.

3. Understand your users, in all their different forms.

Recognise there is no single “typical” user. Instead, identify the types of  ”personas” that use your product, and make sure the customer experience makes sense to them.

Failing that, there’s always the option used in The IT Crowd:

Any other factors? We’d welcome your thoughts and opinions.