How to create online Help topics that are editable by clients

In the Agile Technical Writers forum on LinkedIn, one of its members posted this question: “I need to create an contextual online help for an complex web tool (ok, that´s not that hard). The customer must be able to add some specific job instructions to this online help by himself. The customer part must not be overridden when the… Read more »

The secret to user generated and crowd sourced content

Mozilla’s Janet Swisher had a number of useful tips at Technical Communications UK 2012 on how to encourage user generated and community based content: People contribute because they want to learn something and for personal growth. You need to recognise this work. Crowds aren’t smart, communities of peers are. Create a community about the topic… Read more »

The wonderful, horrible life of User Generated Content

User Generated Content (UGC), that is user documentation written by users, is growing trend in the world of technical communication. However, although there are enormous benefits from UGC, we’ve found it can lead users to miss professionally written user documentation. The consequence of this can be that users search and navigate down blind allies in a… Read more »