How technical documentation helps the customer journey

Here is a diagram that shows the different types of User Assistance that can help users as they progress through the customer journey: Supporting the user through the customer journey has become more important, partly because the subscription, “try before you buy”, sales model means users can stop being a paying customer at a moment’s notice. Today, all… Read more »

A technical communication user’s hierarchy of needs

At the TCUK 2015 conference, Rachel Johnston mentioned the idea of a content maturity model. We thought we’d take this idea and ask: Could we develop a model that illustrates a hierarchy of needs for users of technical communication (and in particular, User Assistance)? A model of what? We suggest calling this model a technical communication user’s hierarchy of needs…. Read more »

Stack Overflow is moving into documentation (get the popcorn)

Stack Overflow, a collaboratively edited question and answer site for programmers, has announced its plans to add documentation to the site: “Lately we’ve been asking ourselves “what else could we do to improve developers’ lives on the internet?”. Jeff’s original announcement of Stack Overflow said this: There’s far too much great programming information trapped in forums,… Read more »

New date for our advanced technical writing course

We’re moving our public classroom course on Trends in Technical Communication Course – Advanced Technical Writing Techniques from the 18th September to Tuesday 22nd September. There are places available if you’d like to book. We’ve also run this course a number of times during the summer as an “onsite” course for clients, using WebEx and Lync (soon to… Read more »