In praise of dummies

We live in a world so diverse and so complex that everyone has to deal with situations where we’re really don’t know what’s going on. We have to ‘drive blindly’ – we’re all dummies at some time or another. The reality is, it’s rarely your fault. The last person said to know everything about the… Read more »

How user assistance can help you save money – video

We’ve created a second three minute video, this time on how User Assistance can help you save money. Simply complete the form below and we’ll email you a link to the video. UPDATE: You can view the video here

Will online video replace the written user guide?

TED’s Chris Anderson says the rise of Web video is driving a worldwide phenomenon he calls “Crowd Accelerated Innovation” – a self-fueling cycle of learning that could be as significant as the invention of print. He claims What Gutenberg did for writing, online video can now do for face-to-face communication…Information often can be taken in… Read more »

3 strategic ways to reduce the number of support calls

The cost of providing support to users can be huge, so what can be done to reduce the number and duration of support calls? Here are three strategies to consider. 1.Pre-empt the calls In same way that Japanese car companies improved the quality of their products to reduce the after-sales costs, you can take steps,… Read more »