Why Nokia’s David Black is probably wrong about the manual-less cellphone

Nokia’s David Black provided an excellent opening keynote presentation at the TCUK 2010 conference, where he described the documentation produced by Nokia and predicted a bleak outlook for all but the most technical of Technical Authors. David’s team works mostly on developing information for developers and partners, rather than end users. He revealed that 50% of… Read more »

What every business can learn from a Haynes manual

The closing  keynote presentation of TCUK 2010, made by J Haynes, Chairman of the Haynes Publishing Group, contained advice useful not only to those creating manuals but also to any organisation looking to communicate information to others. John went through the 50 year history of Haynes, publishers of the Haynes manuals, and explained the reason for the company’s… Read more »

Connecting the online and offline customer experience

This post is from Cherryleaf guest blogger, Derek Bishop. One of the most common issues affecting organisations and the ability to maximise the profitability of contact centres is the disconnect between the online and offline experience. Derek argues that a well constructed online and offline approach will ensure that customers are receiving the same levels… Read more »

What links spy scandals to technical writing?

Answer: Context. Someone recently said “content is king, but context is queen”. This is true when it comes to actions as diverse as spying and writing technical documentation. We can illustrate this using scenes from the World War II film “Went the day well?”. It’s a story about spies and “fifth columnists”. The importance of… Read more »