Rahal Baillie posted on Twitter a link to an article which, in passing, made reference to “Customer Engagement Management“. Julie Hunt described it as: The activity of monitoring of brand and customer conversations on corporate websites, as well as bi-directional communication extensions to external social sites. In essence, it’s about creating and managing content that… Read more »
Category: user generated content
The Social Web for Documentation – Anne Gentle to visit Europe
Matthew Ellison has announced that Anne Gentle, writer of “Conversation and Community: The Social Web for Documentation” will be the keynote speaker at his conference, UA Europe 2010, this September. Here’s a video interview with Anne we carried out last year, to give you a flavour of what to expect:
Getting the balance right between hotline support and user documentation
Many organisations find it hard to know how much time, money and effort to put into supporting their users. There’s a competition, of sorts, between the Technical Support and Technical Publications departments over how much budget they should receive. In some organisations, these departments are also competing, in a way, with content generated by users… Read more »
Wikis for technical documents – interview with Alan Porter
Here is the edited version of Cherryleaf’s transatlantic Web interview with Alan Porter on wikis and their use for technical documentation:
The “Beyond Documentation” Webinar videos
Scriptorium Inc has uploaded the “Beyond Documentation” Webinar Ellis delivered back in August 2009. In this session he looked at the future of technical writing and likely changes to the ways in which user assistance is delivered. We asked: Are we moving beyond documents? If so, what does this mean for technical communicators? Part 1:… Read more »