There’s an opportunity for a few more leaders of UK documentation teams to join the peer-group mentoring Mastermind group that we facilitate. The quarterly face-to-face meetings have been running for a year now, with the group providing advice and assistance, under the Chatham House Rule, to fellow Documentation Managers seeking to resolve an issue they… Read more »
This is the edited Cherryleaf interview with Briana Wherry, Information Manager of Alfresco. We discussed how user documentation is developed at Alfreso in an Agile environment, using wikis.
At the Documentation Managers peer group meeting we hosted earlier this week, one manager commented his organisation was aiming to increase the average time for each support call. This was because it believed it could eliminate all the short duration calls – through redesigning the software and better user documentation. What would be left would be… Read more »
One of the most recent trends organisations are starting to look at is creating a “customer experience strategy”. “Customer Experience Management” is management-speak for generating customer advocacy, brand loyalty and an emotional attachment to a product or company. With so many people describing their experiences as customers via Social Web sites, Blogs and other media, it’s becoming increasingly important to ensure customers have… Read more »
This is an edited version of a transatlantic interview we carried out with Sarah O’Keefe, CEO of our US partner Scriptorium Inc., on DITA. We discussed a range of topics relating to DITA, but these clips focus on the business case for DITA – why and when it makes sense to move to this standard… Read more »