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 »

Can the experience of paper be replicated on a screen?

A number of organisations are experimenting with how the experience of reading a paper book or a magazine can be replicated when they are displayed on a screen: Science writer Eli Kintisch has created a Flash-based guide on using technology to deal with the effects of climate change, in the style of an airplane safety instruction card. Marvel Comics has… Read more »

The business case for SaaS (Software as a Service)

Intellect’s SaaS group has published recently a paper called “The business case for Software as a Service“. The paper lays out the technical and cost benefits of SaaS, together with checklists covering selection criteria, legal considerations and comparisons of SaaS applications to traditional in-house systems. Cherryleaf made some minor contributions to this paper – so minor we… Read more »

Using Web Analytics in Technical Documentation: interview with an expert

This is a 10 minute extract from a 45 minute interview we carried out with Dr Chris Bose, a Web Analytics expert, on the topic of using Web Analytics in technical documentation. It’s also a test of another way to publish a screencast – as a MP4 video. This format means the interview can be embedded into this blog. Please note,… Read more »

UK General Medical Council’s solution for reducing prescription errors? More usable, better designed forms

The BBC News today has a great example of the impact procedures documents and usable forms can have upon people’s lives. It reports the General Medical Council is is calling for a UK-wide standard prescription chart as the best way to reduce the 9% of hospital prescriptions that contain a mistake. Against common opinion, the study found it wasn’t  doctors… Read more »