Here's a question for you'all.
I started a new job as technical publications manager at a startup database
tools company (Brio, www.brio.com). The previous documentation is
old-fashioned: 2 pound manuals, etc.
I intend to totally restructure the techpubs and develop the best means for
delivering information to the user. This includes adding techsupport's
knowledge base (their collection of tens of thousands of questions and
solutions) and the training department's collection of tutorials (ten books
or so).
And of course, it'll all be online. The current manual will shrink from 700+
pages to a svelte 120 pages: how to install, quick tour, and a few
tutorials. The rest will be online: either on the CD or via the web, both
via a browser.
I like Allaire Homesite's HELP quite a bit; one can rummage around in their
directory tree and read material.
Microsoft Win98's Help is also quite good, especially their Troubleshooting
guide. If one has a problem with something, it suggests a solution and then
asks "Did this answer your question?" If yes, one exits, if no, it then
continues down the tree to the next stage.
So... my question: suggestions for successful online documentation models?
Do you know of companies that have excellent documentation systems that
integrate their documentation, techsupport, and training? Have you built web
sites with excellent documentation or help systems?
Don't be shy about suggesting total solutions: our products are up to
$30,000 and are used by most of the Fortune 500.
You can also email me at [EMAIL PROTECTED]
___________________________________________________
Andreas Ramos [EMAIL PROTECTED] www.andreas.com
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