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Testing, Support and Documentation
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Lessons learned from a combined role
Technical Documentation http
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Methods of Doc Communication
Word
Search
Help
Web
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Principles of Docs Communication
Help to achieve a task Power of Four
Searchability
Every Page is Page One Single Sourcing
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Lessons of Docs Communication
Not a substitute for bad design
Repetition and boilerplate dilutes the message
Discrete, consistent terminology
Support
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Methods of Support Communication
Direct
Phone
Kayako response
Non-SLA Mail
Release Notice
KBAs
Indirect
Internal Mail transfer
InternalConversation transfer
Changing Ticket Status
Reports
CC on Ticket
Absence of Contact
Principles of Support Communication
Consistent but not canned
Explain everything
Be a guide on our software
Know each customer
Lessons of Support Communication
Speed without relevance wastes time
Make message small enough to digest
Misrepresenting urgency undermines credibility
If you are not 100%, don’t say it
Metrics without context are dangerous
ReferencesGreat Documentation Blogs
• http://everypageispageone.com
• https://ffeathers.wordpress.com/
• http://idratherbewriting.com
• (Specifically http://idratherbewriting.com/2014/06/20/10-
technical-writing-principles-to-live-by/#)
Great Support Blogs
• There are none – unless you want a constant stream of
trite stories of how the author recently encountered
good/bad service in a restaurant/shop/airline.
