This video contains edited highlights from Ellis’ presentation at the TCUK 2010 conference on Affective Assistance, which was called “documentation as an emotional experience for the user”. We’re developing a workshop on Affective Assistance – contact us if you’d like to know more.
Category: user assistance
Should we offer a workshop on documentation as a emotional experience for users?
We’re presenting on documentation as a emotional experience for users at the TCUK conference later this month, and we’re considering whether we should develop this 40 minute presentation into a workshop. 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… Read more »
3 strategic ways to reduce the number of support calls
The cost of providing support to users can be huge, so what can be done to reduce the number and duration of support calls? Here are three strategies to consider. 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,… Read more »
How the curse of the jilted Technical Author hit Google
Beware the software developer who releases software without adequate user assistance (in plain English: user guides and online Help) for “The curse of the jilted Technical Author” may strike your product. This curse has just hit Google, who last week announced the demise of Google Wave. Google released Google Wave without any online Help or… Read more »
Translating and localizing documents – Cherryleaf interview with Lloyd International
Below is an interview between Ellis Pratt of Cherryleaf and Jill Fifoot of Lloyd International. In the interview, we discuss localizing and translating technical documentation. See also our Translation Services.