Guy,
I had to do precisely that when I was hired by my current employer. Some of
the products had been around for 10 years, but none of the SMEs could identify
common questions from customers.
When I spoke to the tech support staff, they insisted the biggest customer
complaints and most common tech calls were "user error." So, I started making a
list of "frequently committed user mistakes"--I just didn't call it that on the
website. ;)
I also included some relatively obvious functionality questions: How does
[product] work? What does it mean when it does/says [action or error message]?
And so forth.
Since that time, I've updated the FAQ now and again with "questions" that I
regularly hear the support staff complaining about.
This highly unscientific approach seemed to appeal to both the higher ups and
the customers (who bothered to notice we had new info out there for them).
It might not work for you, but our customers are content and isn't that really
the point?
Good luck!
Arroxane
-----Original Message-----
From: [EMAIL PROTECTED]
To: [email protected]
Sent: Wed, 29 Nov 2006 8:09 AM
Subject: [TCP] FAQs
In the "What can a wiki provide" thread, Caroline Tabach wrote:
> While having a type of FAQ is really the best use for such a Wiki
That reminds me -- suppose you are new to a company and its products. If
you are tasked with writing a FAQ page about a piece of software that
has been around for a few years and has come out in a new version, how
do you go about identifying what those "frequently asked questions" are?
--Guy K. Haas
Software Exegete in Silicon Valley
_
________________________________________________________________________
Check out the new AOL. Most comprehensive set of free safety and security
tools, free access to millions of high-quality videos from across the web, free
AOL Mail and more.
_______________________________________________
Are you a Help Authoring Trainer or Consultant? Let clients find you at
www.HAT.Matrix.com, the searchable HAT database based on Char James-Tanny's HAT
Comparison Matrix. Contact [EMAIL PROTECTED] for details.
Interested in Interactive 3D Documentation? Get the scoop at
http://www.doc-u-motion.com -- your 3D documentation community.
_______________________________________________
Technical Communication Professionals
Post a message to the list: email [EMAIL PROTECTED]
Subscribe, unsubscribe, archives, account options, list info:
http://techcommpros.com/mailman/listinfo/tcp_techcommpros.com
Subscribe (email): send a blank message to [EMAIL PROTECTED]
Unsubscribe (email): send a blank message to [EMAIL PROTECTED]
Need help? Contact [EMAIL PROTECTED]
Get the TCP whole experience! http://www.techcommpros.com
