So a number of organisations are changing the way they write User Assistance, and are, for some content, moving away the generally accepted best practices.
They are reporting a noticeable benefit (in reduced support calls, increased user engagement and satisfaction) from making these changes.
A new model for User Assistance
We believe there has been a change in the relationship between people and technology, and there needs to be a corresponding change in the relationship between people and the user documentation.
However, it’s a case of knowing when and where to apply these techniques.
Cherryleaf can help you ensure your user documentation engages with your users
Cherryleaf has been a leader in this change in approach to assisting users. You can call on our expertise to develop your strategy for engaging with your users. This can include:
- Discovering how other organisations are making this change, and the tools and techniques they are using.
- Understanding how to write in a way that results in a positive emotional experience for the user.
- Understanding the underlying psychological techniques that explain why a more engaging conversation style can be more effective in certain situations.
- Setting standards for different writing styles and knowing when to know when and where to use them.
- Defining a plan for where and when to use Social Media, such as Twitter in your user documentation.
- Developing an approach for receiving and dealing with feedback.
- How to use Affective Assistance to create more loyal customers (STC Intercom magazine)
- When everything “just works”
- iPad: Manual not included (The Independent newspaper)