Support call cost reduction calculator

We’ve added a simple online calculator to the Cherryleaf Web site for calculating the potential savings in support costs derived from having online Help. See our Support call cost reduction calculator page. We’re also developing a more comprehensive spreadsheet to help you measure the value of documentation. Contact us if you would like a copy.

Technical authors, documents and getting lost

Via Twitter, someone responded to one of my messages with the statement, “maybe, if you need a manual, it’s a poor product”. I don’t think that’s the case, and my reply on Twitter was: “A map is to a city, what a manual is to an application.” Let me explain. Imagine you need to visit… Read more »

The ROI of documentation and support

In two conversations this week, the issue of “how do you measure the value of documentation?” has come up. The benefits of user documentation (reduced support calls, increase in the perceived value of the product, happier customers, better customer retention, increase product usage etc) can be identified, but it can be hard to measure them… Read more »