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October 7, 2010
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1:30 am
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mojoneill:
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@KnowledgeBishop Hey, thanks for the retweet. Lookin' forward to tomorrow's #tcchat #techcomm |
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2:08 am
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2moroDocs:
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@mojoneill Glad you'll be able to make it to tomorrow's chat! #tcchat |
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2:09 am
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mojoneill:
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@2moroDocs well, I'm going to try. Days are getting less and less predictable. #tcchat |
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2:12 am
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2moroDocs:
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@mojoneill I appreciate that. I know it can be difficult to fit such things in. Your input always very helpful and interesting! #tcchat |
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2:16 am
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2moroDocs:
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Hey - it's now a mere 24 hours until S2 of this week's #tcchat! Topic: Managing and Organizing Troubleshooting Information on the Web |
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2:16 am
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TC_Chat:
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Hey - it's now a mere 24 hours until S2 of this week's #tcchat! Topic: Managing and Organizing Troubleshooting Information on the Web |
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2:24 am
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docboxwriter:
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It's now 24 hours until S2 of this week's #tcchat! Topic: Managing and Organizing Troubleshooting Information on the Web (via @TC_Chat) |
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10:48 am
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ihearttechdocs:
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RT @2moroDocs: Hey - it's now a 24 hours until S2 of this week's #tcchat! Topic: Managing and Organizing Troubleshooting Info on the Web |
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10:48 am
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ivanwalsh:
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RT @2moroDocs: Hey - it's now a 24 hours until S2 of this week's #tcchat! Topic: Managing and Organizing Troubleshooting Info on the Web |
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10:50 am
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hemantbaliwala:
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RT @TC_Chat: Hey - it's now a mere 24 hours until S2 of this week's #tcchat! Topic: Managing and Organizing Troubleshooting Information on the Web |
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12:31 pm
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hletutour:
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@2moroDocs Yes "vous" can be written as "vs". I've never seen M for merci. I'll see you later for #tcchat! |
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12:45 pm
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hletutour:
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Auj, à 18h sur le #tcchat, ns discuterons 2 la gestion & organisation des infos de résolution de pbs sur le Web. Rejoignez-ns ! #techcomm |
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1:51 pm
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2moroDocs:
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Oh boy! #tcchat day. Should be a good one! back in a few - |
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2:53 pm
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2moroDocs:
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My must-have time zone references: http://www.timezoneconverter.com/ and most excellent real-time map: http://www.worldtimezone.com/ #tcchat |
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2:53 pm
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TC_Chat:
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My must-have time zone references: http://www.timezoneconverter.com/ and most excellent real-time map: http://www.worldtimezone.com/ #tcchat |
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2:54 pm
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KnowledgeBishop:
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Dine with #TCchat today! East, it's lunch at Noon. West, it's a late breakfast at 9AM. Delicious EITHER WAY! #techcomm |
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2:58 pm
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2moroDocs:
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& dinner in GMT, GMT+1! RT @KnowledgeBishop: Dine w/ #TCchat today! East, it's lunch at Noon. West, it's a late breakfast at 9AM. |
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2:59 pm
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amandakaufmann:
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RT @KnowledgeBishop Dine with #TCchat today! East, it's lunch at Noon. West, it's a late breakfast at 9AM. Delicious EITHER WAY! #techcomm |
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3:00 pm
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2moroDocs:
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@KnowledgeBishop Love it! Let's ROCK today! There are users in trouble out on the web. How do we best help them? Topic of the day #tcchat |
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3:00 pm
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TC_Chat:
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@KnowledgeBishop Love it! Let's ROCK today! There are users in trouble out on the web. How do we best help them? Topic of the day #tcchat |
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3:02 pm
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mattdelman:
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RT @KnowledgeBishop: Dine with #TCchat today! East, it's lunch at Noon. West, it's a late breakfast at 9AM. Delicious EITHER WAY! #techcomm |
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3:56 pm
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2moroDocs:
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5 mins to #tcchat! |
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3:56 pm
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TC_Chat:
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5 mins to #tcchat! |
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3:59 pm
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2moroDocs:
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Welcome to today?s #tcchat! Topic: Managing and Organizing Troubleshooting Information on the Web #tcchat |
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3:59 pm
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TC_Chat:
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Welcome to today?s #tcchat! Topic: Managing and Organizing Troubleshooting Information on the Web #tcchat |
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3:59 pm
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2moroDocs:
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Reminders: please don?t use #techcomm tag. It will overwhelm it. Add #tcchat to your tweets. Thx! Also, NO proprietary info! |
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4:00 pm
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TC_Chat:
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Reminders: please don?t use #techcomm tag. It will overwhelm it. Add #tcchat to your tweets. Thx! Also, NO proprietary info! |
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4:00 pm
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2moroDocs:
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I?d like to extend a special thanks to @hletutour, who has been translating some #tcchat tweets into French. Merci beaucoup! |
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4:00 pm
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PattyBlount2:
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Hi from Long Island! #tcchat |
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4:00 pm
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TC_Chat:
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I?d like to extend a special thanks to @hletutour, who has been translating some #tcchat tweets into French. Merci beaucoup! |
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4:00 pm
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2moroDocs:
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One last item: please vote on our poll after the chat. We?d like your input to determine priority of #tcchat topics! |
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4:00 pm
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TC_Chat:
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One last item: please vote on our poll after the chat. We?d like your input to determine priority of #tcchat topics! |
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4:01 pm
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KnowledgeBishop:
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Great to be here in #TCchat today! As we get ready for Question 1, I'm wondering who we have with us today? |
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4:01 pm
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KnowledgeBishop:
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@PattyBlount2 Hi Patty! I'm in Orlando and Julie is in Seattle. Coast to Coast. #TCchat |
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4:02 pm
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mattdelman:
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Greetings from the Boston area, #tcchat folks! |
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4:02 pm
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hletutour:
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@TC_Chat Thanks! Hello from France! I'm glad to be here #tcchat |
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4:02 pm
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cynthiacanino:
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#tcchat hey Tristan thanks for the invite! |
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4:02 pm
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KnowledgeBishop:
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Q1: Does your company have online customer forums? If so, are techcomm folks encouraged to participate? #TCchat |
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4:03 pm
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2moroDocs:
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Bonjour! Welcome! RT @hletutour: @TC_Chat Thanks! Hello from France! I'm glad to be here #tcchat |
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4:03 pm
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TC_Chat:
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Bonjour! Welcome! RT @hletutour: @TC_Chat Thanks! Hello from France! I'm glad to be here #tcchat |
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4:03 pm
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dainadunlop:
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I'm here from Toronto #tcchat but have to step out at 12:15 |
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4:04 pm
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dainadunlop:
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Q1: Yes, and yes #tcchat |
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4:04 pm
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PattyBlount2:
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A1: My co. does have customer forums and only now are TWs participating. So far, only me. #tcchat |
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4:04 pm
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hletutour:
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Q1: No, I don't have that luck. No online customer forum at my company. #TCchat |
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4:04 pm
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2moroDocs:
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@dainadunlop Hi! thanks for attending! #tcchat |
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4:05 pm
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TC_Chat:
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@dainadunlop Hi! thanks for attending! #tcchat |
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4:05 pm
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KnowledgeBishop:
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@dainadunlop Excellent! Glad to hear techcomm is encouraged to engage. #TCchat |
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4:05 pm
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KnowledgeBishop:
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@PattyBlount2 You are a trend-setter! More to come, I think. #TCchat |
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4:05 pm
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mattdelman:
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A1: My FT job is on the corporate solutions side of a stock market. My div doesn't have a forum, but the parent co does. #tcchat |
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4:05 pm
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2moroDocs:
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@KnowledgeBishop Q1: I've seen Twitter used, and bulletin-board forums. Seems like custserv may handle T more #tcchat |
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4:05 pm
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TC_Chat:
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@KnowledgeBishop Q1: I've seen Twitter used, and bulletin-board forums. Seems like custserv may handle T more #tcchat |
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4:05 pm
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ermphd:
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A1 One VP is interested but so far no action toward this goal #TCchat |
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4:06 pm
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cynthiacanino:
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#tcchat we have a post acquisition mess here... Sad that I have no idea if we have forums! |
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4:07 pm
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KnowledgeBishop:
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@ermphd It's great to have executive sponsorship: It helps stakeholders to align. #TCchat |
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4:07 pm
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2moroDocs:
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@hletutour I wonder how many have users generating their own content, but not adding them to forums #tcchat |
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4:07 pm
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TC_Chat:
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@hletutour I wonder how many have users generating their own content, but not adding them to forums #tcchat |
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4:08 pm
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PattyBlount:
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@KnowledgeBishop #TCchat Not sure about trend-setter. Just terrified of lay-offs. I immersed msyelf in social media to protect myself. |
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4:08 pm
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gdevore:
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@KnowledgeBishop We have forums and regularly respond to questions w/ new docs or links to existing docs. #tcchat |
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4:08 pm
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mattdelman:
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As to participation for techcomm folks, I'm not 100% sure about that at my co. #tcchat |
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4:08 pm
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KnowledgeBishop:
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Q2: Does your company deliver online troubleshooting content, segmented by release, for browser search? #tcchat |
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4:09 pm
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2moroDocs:
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@ermphd That comes up in other chats a lot. Exec buy-in very impt #tcchat |
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4:09 pm
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TC_Chat:
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@ermphd That comes up in other chats a lot. Exec buy-in very impt #tcchat |
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4:09 pm
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KnowledgeBishop:
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@gdevore Hi Greg! Awesome to have you with us. You always have a great story to share about techcomm engagement! #TCchat |
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4:09 pm
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PattyBlount2:
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A2: We provide HTML help topics linked to product and avail. online for sep. searching. #tcchat |
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4:11 pm
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2moroDocs:
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@PattyBlount2 A2: seems like that covers a lot of bases #tcchat |
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4:11 pm
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TC_Chat:
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@PattyBlount2 A2: seems like that covers a lot of bases #tcchat |
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4:11 pm
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PattyBlount2:
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A2: Problem is Help is broad; troubleshooting is only small part of it. #tcchat |
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4:12 pm
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2moroDocs:
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True. Troubleshooting more real-time RT @PattyBlount2: A2: Problem is Help is broad; troubleshooting is only small part of it. #tcchat |
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4:13 pm
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KnowledgeBishop:
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I'm seeing customers increasingly bypass in-product user assistance in favor of browser search. #TCchat |
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4:13 pm
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dainadunlop:
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A2: We have it online, available for browser search, but not by release. It's updated with each release though #tcchat |
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4:13 pm
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PattyBlount2:
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A2: also, troubleshooting needs to be specific to user's exact set-up... we support so many configs, it's difficult to get specific #tcchat |
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4:13 pm
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KnowledgeBishop:
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@TC_Chat OK, the next question (Q3) is about User-Generated Content (UGC) #TCchat |
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4:13 pm
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mattdelman:
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I find most Help websites to be horribly designed, especially for bigger companies where you need to know language to search. #tcchat |
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4:14 pm
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dainadunlop:
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That's my pref RT @KnowledgeBishop: I'm seeing customers increasingly bypass in-product user assistance in favor of browser search. #TCchat |
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4:14 pm
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mattdelman:
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RT @PattyBlount2: A2: also, troubleshooting needs to be specific to user's exact set-up... we support so many configs, it's difficult to get specific #tcchat |
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4:14 pm
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2moroDocs:
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@KnowledgeBishop That came up in last week's #tcchat as well. More impt as more UGC developed, I think. |
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4:14 pm
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KnowledgeBishop:
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Q3: What is your process for integrating accurate user-generated troubleshooting info into official docs? #TCchat |
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4:14 pm
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PattyBlount2:
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@KnowledgeBishop Agree; I regularly turn off in-prod. assistance. Too intrusive, like MS Clippy. #tcchat |
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4:14 pm
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ermphd:
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A2 my team has our KB in #Adobe #AirHelp format. We are planning to distribute this to all Cust Serv reps next year #TCchat |
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4:14 pm
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LadyEleanorA:
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RT @KnowledgeBishop: I'm seeing customers increasingly bypass in-product user assistance in favor of browser search. #TCchat |
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4:15 pm
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mattdelman:
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@KnowledgeBishop I'd do that for a product that I'm comfortable with, but no so much for something I haven't used a lot. #tcchat |
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4:15 pm
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2moroDocs:
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Q1: Does anyone even have time to test troubleshooting UGC? #tcchat |
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4:15 pm
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dainadunlop:
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UGC shows up in our forum, then it gets integrated into Help as appropriate #tcchat |
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4:15 pm
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KnowledgeBishop:
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@PattyBlount2 Ah Clippy, our dear old pal! :) #TCchat |
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4:16 pm
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2moroDocs:
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Oops. Meant A3 RT @2moroDocs: Q1: Does anyone even have time to test troubleshooting UGC? #tcchat |
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4:16 pm
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LadyEleanorA:
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RT @KnowledgeBishop: Q2: Does your company deliver online troubleshooting content, segmented by release, for browser search? #tcchat |
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4:17 pm
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KnowledgeBishop:
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@dainadunlop Fantastic! Haven't seen that very often. Who decides which UGC merits "official" inclusion? #TCchat |
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4:17 pm
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PattyBlount2:
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A3: Not there yet. We have email links, forums, but not fully engaged. At best, support solution is eventually knitted into my doc #tcchat |
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4:17 pm
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2moroDocs:
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A3: Wonder: would review of UGC roll into regular doc reviews (weekly, monthly) or on-the-fly immediate #tcchat |
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4:17 pm
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dainadunlop:
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We're small so it's between me and cust support team - goal to reduce touches #tcchat |
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4:18 pm
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gdevore:
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@KnowledgeBishop Great to be here! #tcchat |
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4:18 pm
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berkson0:
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RT @KnowledgeBishop: seeing custs bypass in-product user assistance in favor browser search. #TCchat <how make sure still find RIGHT info? |
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4:18 pm
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LadyEleanorA:
|
RT @KnowledgeBishop: Q1: Does your company have online customer forums? If so, are techcomm folks encouraged to participate? #TCchat |
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4:18 pm
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ermphd:
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A3 No UGC at this point, does not seem relevant for current situation #TCchat |
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4:18 pm
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KnowledgeBishop:
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@mattdelman Makes sense to me, Matt. Thanks! #TCchat |
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4:18 pm
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dainadunlop:
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Got to duck out for 20 min #tcchat |
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4:18 pm
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LadyEleanorA:
|
RT @KnowledgeBishop: Great to be here in #TCchat today! As we get ready for Question 1, I'm wondering who we have with us today? |
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4:19 pm
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KnowledgeBishop:
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@dainadunlop I suppose, for a large org to enjoy a roundrip of UGC from custserv to techcomm, relationships must be super strong. #TCchat |
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4:19 pm
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gdevore:
|
Q2. Yes. Our customers are going to go to google first to look for answers. If we aren't showing up there then we have failed. #tcchat |
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4:20 pm
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2moroDocs:
|
Wonder: will users become impatient w/co docs & search out more UGC? Always the risk of losing users forever if they can't find info #tcchat |
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4:21 pm
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mattdelman:
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@2moroDocs I think the bigger problem is that techcomm folks aren't thinking of how regular users will search for content. #tcchat |
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4:21 pm
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hletutour:
|
wouldn't review imm => too diff 2 organize RT @2moroDocs: A3: would review of UGC roll into regular doc reviews or immediate #tcchat #tcchat |
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4:21 pm
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2moroDocs:
|
Accuracy also an issue. If docs or UGC incorrect, users may not come back. Is testing/verifying UGC more impt now? #tcchat |
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4:21 pm
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KnowledgeBishop:
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@gdevore Agreed: Modern techcomm simply must be delivered as individual, search-optimized granular chunks. #TCchat |
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4:22 pm
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gdevore:
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Q3. All troubleshooting info gets incorporated back into docs or at least in comments on docs page. #tcchat |
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4:22 pm
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mattdelman:
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@2moroDocs If UGC is listed in better SEO position than official documentation, then users will turn to UGC first, before co doc. #tcchat |
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4:22 pm
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kemulholland:
|
With a highly customizable app, we find most problems are not amenable to canned answers. No UGC or user forum at this point. #tcchat |
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4:22 pm
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PattyBlount2:
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Yes! RT @2moroDocs: Users become impatient .. . Always the risk of losing users forever if they can't find info #tcchat |
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4:22 pm
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KnowledgeBishop:
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Q4: Recent studies suggest that web troubleshooting content can deflect inbound support calls: Have you seen this yet? #TCchat |
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4:22 pm
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cynthiacanino:
|
RT @mattdelman: @2moroDocs I think the bigger problem is that techcomm folks aren't thinking of how regular users will search for content. #tcchat |
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4:23 pm
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gdevore:
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Q3. cont'd We try to make sure online docs are the definitive answer for everything so users don't have to search multiple resources #tcchat |
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4:23 pm
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hemantbaliwala:
|
Customers have better knowledge about the product, as they use it day and night with real data. So they really have good tips. #tcchat |
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4:23 pm
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2moroDocs:
|
@mattdelman Good point. That's something that definitely needs some attention. Am seeing that more and more #tcchat |
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4:23 pm
|
PattyBlount2:
|
RT If UGC is listed in better SEO position than official documentation, then users will turn to UGC first, before co doc. #tcchat #tcchat |
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4:24 pm
|
2moroDocs:
|
@gdevore That's great! Users know they're being listened to. A good thing these days. #tcchat |
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4:24 pm
|
KnowledgeBishop:
|
@mattdelman I was at a great @attensity demo: Saw how wide the gap is between techcomm terminology and customer search keywords. #TCchat |
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4:25 pm
|
mattdelman:
|
@2moroDocs I come from a family of engineers; people who have their own vocabulary. A teacher won't search like an engineer does. #tcchat |
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4:25 pm
|
ermphd:
|
@KnowledgeBishop Keeping content tight & tied to searches is critical for success now & going forward #TCchat |
|
4:25 pm
|
PattyBlount2:
|
q4: indirectly; for complex configs, revising the whole doc definitely slashed support calls, not just "troubleshooting" content. #tcchat |
|
4:25 pm
|
kemulholland:
|
Q4 have def been able to reduce tech support calls significantly with troubleshooting in user docs for hardware products. #tcchat |
|
4:25 pm
|
mattdelman:
|
@KnowledgeBishop The gap is HUGE. That's part of the reason I've been attempting to break into techcomm. As a bridge across the gap. #tcchat |
|
4:26 pm
|
2moroDocs:
|
RT @hemantbaliwala Customers have better knowledge abt product. they use it day & night w/real data. They really have good tips. #tcchat |
|
4:26 pm
|
KnowledgeBishop:
|
If UGC is listed in better SEO position than official documentation, users will turn to UGC. RT @PattyBlount2 #tcchat / That's truth. |
|
4:26 pm
|
gdevore:
|
Q4. Definitely. We handle very few support calls. Our customers that use our platform say the same. Calls drop almost immediately. #tcchat |
|
4:27 pm
|
2moroDocs:
|
@mattdelman Exc point. People do have different approaches to search. Some long sentences, some fine-tune #tcchat |
|
4:27 pm
|
PattyBlount2:
|
Credit @mattdelman with this: If UGC is listed in better SEO position than official documentation, users will turn to UGC. #tcchat |
|
4:27 pm
|
gdevore:
|
Q4. Cont'd - using lots of screenshots is key. Customers just want shortest path to resolution. Images shorten the path. #tcchat |
|
4:27 pm
|
kemulholland:
|
Key to providing useful troubleshooting in help is to describe problems in layman's terms - "Can get calls but not make them" #tcchat |
|
4:27 pm
|
ermphd:
|
Q4 We are developing web TS content for a few areas with the hope that it will drive down call vol #TCchat |
|
4:28 pm
|
mattdelman:
|
@2moroDocs This is why it's so important to talk to your users and find out what they'd search to find help for issues. #tcchat |
|
4:28 pm
|
awriteword:
|
RT @kemulholland: Key to providing useful troubleshooting in help is to describe problems in layman's terms - "Can get calls but not make them" #tcchat |
|
4:28 pm
|
KnowledgeBishop:
|
We've significantly reduced #techsupport calls by adding troubleshooting info to hardware docs. via @kemulholland #tcchat / Proof positive |
|
4:28 pm
|
KnowledgeBishop:
|
@mattdelman Bridge the GAP! Must be done. #TCchat |
|
4:29 pm
|
ermphd:
|
Q4@gdevore Good point more visuals are the key to quick TS results #tcchat |
|
4:29 pm
|
PattyBlount2:
|
TWs should know diffs: "search", "find" and "browse" when designing info for online use. #tcchat |
|
4:29 pm
|
KnowledgeBishop:
|
RT @PattyBlount2: Credit @mattdelman with this: If UGC is listed in better SEO position than official documentation, users will turn to UGC. #tcchat |
|
4:29 pm
|
2moroDocs:
|
@mattdelman How might we do so? Polls? Questions via Twitter? Ask for comments on each help topic/blog post? #tcchat |
|
4:29 pm
|
PattyBlount2:
|
As @mattdelman said, people have different approaches. #tcchat |
|
4:29 pm
|
ermphd:
|
@kemulholland Clear as usual Karen. Less jargon, more people speak! #tcchat |
|
4:30 pm
|
mattdelman:
|
@2moroDocs Engage the users any way you can; whether that's through Twitter, calls , what have you. Takes time, but payoff is huge. #tcchat |
|
4:30 pm
|
KnowledgeBishop:
|
Q5: When a post-release issue arises in the field, does techcomm proactively push assistance to impacted users? #TCchat |
|
4:30 pm
|
kemulholland:
|
Make your stuff more useful than the UGC and ppl will look at your stuff 1st. Means u must understand product & HOW PPL USE IT. #tcchat |
|
4:32 pm
|
2moroDocs:
|
@mattdelman You know, I've seen contests used to get more participation for marketing, etc. Wonder how that would work 4 docs. #tcchat |
|
4:32 pm
|
KnowledgeBishop:
|
@kemulholland Great point! To win customer eyeballs, official techcomm must offer MORE user value than UGC. #TCchat |
|
4:32 pm
|
mattdelman:
|
RT @kemulholland: Make your stuff more useful than the UGC and ppl will look at your stuff 1st. Means u must understand product & HOW PPL USE IT. #tcchat |
|
4:33 pm
|
PattyBlount2:
|
@2moroDocs or make it a game, a la @sarahmaddox style see "Dragon Quest" #tcchat |
|
4:33 pm
|
KnowledgeBishop:
|
@2moroDocs A Content for "Best UGC topic?". I actually think that's cool. Win a year's supply of Turtle Wax! :) #TCchat |
|
4:33 pm
|
kemulholland:
|
Agree w/ @gdevore re screenshots, with the caveat that they are useless 2 vision-impaired customers. #a11y important too. #tcchat |
|
4:33 pm
|
hemantbaliwala:
|
@kemulholland There can be situation, where the way the user uses the product is not recommended, but the user is getting results. #tcchat |
|
4:33 pm
|
mattdelman:
|
@kemulholland Engagement is key. UGC knows how people search because they're users. Techcomm comes at it from developer view a lot. #tcchat |
|
4:34 pm
|
rjacquez:
|
Great #techcomm Tweet Chat going on now. To participate, follow the #TCchat hashtag and include it in your tweets. Good stuff! |
|
4:34 pm
|
ermphd:
|
@2moroDocs We have contests to get our TS agents more involved in making suggestions to improve our KBase #tcchat |
|
4:34 pm
|
2moroDocs:
|
Wonder: do we need to reach out to users in more creative ways? Go where they are. Contests, "events" maybe around releases #tcchat |
|
4:34 pm
|
mattdelman:
|
@2moroDocs Problem might be in selling it to high-ups; there seems a sense that only folks with tech knowhow can write techcomm. #tcchat |
|
4:35 pm
|
KnowledgeBishop:
|
RT @ermphd: @2moroDocs We have contests to get our TS agents more involved in making suggestions to improve our KBase #tcchat |
|
4:35 pm
|
mattdelman:
|
@2moroDocs Mind you, this might just be my perception from the outside looking in. #tcchat |
|
4:35 pm
|
KnowledgeBishop:
|
RT @rjacquez: Great #techcomm Tweet Chat going on now. To participate, follow the #TCchat hashtag and include it in your tweets. Good stuff! |
|
4:35 pm
|
hashtager:
|
# Great #techcomm Tweet Chat going on now. To participate, follow the #TCchat hashtag and include it in your tweets. Good stuff! |
|
4:35 pm
|
ermphd:
|
@mattdelman Our jkob is NOT to please the SME, but to satisfy the users #tcchat |
|
4:35 pm
|
mattdelman:
|
@KnowledgeBishop Or the next upgrade of the product absolutely free, or something similar. #tcchat |
|
4:36 pm
|
mattdelman:
|
Exactly! RT @ermphd: @mattdelman Our jkob is NOT to please the SME, but to satisfy the users #tcchat |
|
4:36 pm
|
KnowledgeBishop:
|
@mattdelman Sometimes, techcomm is under pressure from dev to author a certain way: But a shift is needed toward customer focus. #TCchat |
|
4:36 pm
|
2moroDocs:
|
RT @ermphd: @mattdelman Our jkob is NOT to please the SME, but to satisfy the users #tcchat |
|
4:36 pm
|
kemulholland:
|
@hemantbaliwala Correct, we can't control how people use the product. But we don't SUPPORT nonstandard uses with documentation. #tcchat |
|
4:37 pm
|
KnowledgeBishop:
|
@mattdelman Mmmm. Upgrades. :) #TCchat |
|
4:37 pm
|
mattdelman:
|
@ermphd I wish more doc creators got that. I've read help files and been able to understand only by virtue of my jargon knowledge. #tcchat |
|
4:37 pm
|
PattyBlount2:
|
@KnowledgeBishop To achieve that, much more customer contact is needed. #tcchat |
|
4:38 pm
|
kemulholland:
|
Agreed @mattdelman - UGC often represents techcomm failure 2 speak 2 customers in their own language. #tcchat |
|
4:38 pm
|
KnowledgeBishop:
|
@PattyBlount2 And, to meet the need of much more customer contact for techcomm ... enter social media! :) #TCchat |
|
4:38 pm
|
mattdelman:
|
@KnowledgeBishop Documentation isn't for the dev, it's for the end-user. Too many docs are filled with near-useless technobabble. #tcchat |
|
4:39 pm
|
ermphd:
|
@mattdelman Sad but true. The help files I inherited were developed by the marketing folks,feature not task oriented, bummer #tcchat |
|
4:40 pm
|
gdevore:
|
If UGC is ranked higher in Google docs then techcom has basically failed. Your docs need to be the most useful thing on Google #tcchat |
|
4:40 pm
|
KnowledgeBishop:
|
Q6: In your opinion, what is the optimal working relationship between techcomm and custserv / tech support teams? #TCchat |
|
4:40 pm
|
PattyBlount2:
|
@KnowledgeBishop Agreed, which is why I embraced social media to the extent I have. #tcchat |
|
4:40 pm
|
2moroDocs:
|
@mattdelman That does come up a lot. #tcchat |
|
4:41 pm
|
gdevore:
|
@mattdelman We have been thinking about user search as well. Thinking of adding search logging to see what users really search for. #tcchat |
|
4:41 pm
|
ermphd:
|
@mattdelman For help to work, Less is more! Visuals, sims, but fewer words which seems to upset the traditionalists #tcchat |
|
4:41 pm
|
mattdelman:
|
@KnowledgeBishop I know I'd love to get a free year of Norton SystemWorks (lifelong user) if I helped make the help file cleaner. #tcchat |
|
4:59 pm
|
ty_sullivan:
|
People R online this very second chatting about U & your competitors. Are U listening? Turn On, Tune In & Don't Drop Out. #custserv #TCchat |
|
4:59 pm
|
2moroDocs:
|
Well, an hour has already transpired! I'll officially close S1. Will stay around for disc. Thanks very much everyone! #tcchat |
|
5:00 pm
|
hletutour:
|
Thanks @2moroDocs @KnowledgeBishop and everyone for this great conversation! #tcchat |
|
5:00 pm
|
rjacquez:
|
TweetChat.com is one of my favorite ways to follow a Twitter chat. Here's the link to #TCchat: http://bit.ly/9PY1aZ |
|
5:01 pm
|
gdevore:
|
Q6. Should be the same people. Have techchom do custserv and you will get better docs #tcchat |
|
5:01 pm
|
mattdelman:
|
Hooray for Twitter cutting out smack in the middle of #tcchat. |
|
5:02 pm
|
2moroDocs:
|
@hletutour @emcod Good point! One area for techcomm to take a stand #tcchat |
|
5:02 pm
|
dainadunlop:
|
Thanks from me as well @2moroDocs @KnowledgeBishop #tcchat |
|
5:03 pm
|
PattyBlount:
|
@mattdelman There's always S2 at 10 PM #tcchat |
|
5:03 pm
|
mattdelman:
|
Exactly! RT @gdevore: Q6. Should be the same people. Have techchom do custserv and you will get better docs #tcchat |
|
5:03 pm
|
2moroDocs:
|
@hletutour Thanks, Helene! I'm sure glad you were able to attend today. Thx again for your translations. #tcchat |
|
5:04 pm
|
mattdelman:
|
@gdevore That's a pervasive problem; when the doc writers don't interact with users on a constant basis, you get jargon-filled docs. #tcchat |
|
5:04 pm
|
gdevore:
|
Thanks for doing this. Great discussion @KnowledgeBishop #TCchat |
|
5:05 pm
|
2moroDocs:
|
Thx Patty. Sometimes that takes a different slant on topic RT @PattyBlount: @mattdelman There's always S2 at 10 PM #tcchat |
|
5:06 pm
|
mattdelman:
|
Thanks to @2moroDocs and @KnowledgeBishop for running #tcchat! Love, love the discussion. |
|
5:07 pm
|
2moroDocs:
|
@dainadunlop YW. Thanks very much for fitting this into your schedule today! #tcchat |
|
5:07 pm
|
mattdelman:
|
@kemulholland Oh it very much is. Amount of sheer brainpower inside #tcchat always impresses me. |
|
5:07 pm
|
gdevore:
|
@mattdelman exactly. Or you get docs that don't address real issues users have. #TCchat |
|
5:08 pm
|
2moroDocs:
|
@mattdelman We appreciate your attendance and comments. I'll post transcripts for S1 shortly, and after S2 later this evening. #tcchat |
|
5:08 pm
|
PattyBlount2:
|
RT @mattdelman: Thanks to @2moroDocs and @KnowledgeBishop for running #tcchat! Love, love the discussion. |
|
5:08 pm
|
mattdelman:
|
@gdevore That's almost a given when docs are written in absentia of user input. #tcchat |
|
5:10 pm
|
2moroDocs:
|
Moving to requesting more user input may be a major shift at some companies, I suppose. May also be proprietary concerns #tcchat |
|
5:11 pm
|
kemulholland:
|
@2moroDocs @KnowledgeBishop Thx 4 moderating another gr8 chat! As a lone writer I value the chance 2 hear others' insights. #tcchat |
|
5:11 pm
|
2moroDocs:
|
@mattdelman Glad to see attitudes changing re obtaining input. Soc media definitely helps in that regard #tcchat |
|
5:12 pm
|
gdevore:
|
@2moroDocs That is why techcomm needs to have a vested interest in decreasing support calls or increasing product adoption. #TCchat |
|
5:12 pm
|
2moroDocs:
|
One major task for TWs: advocating for users. Wonder: does UGC make that easier to make a point in-house? #tcchat |
|
5:13 pm
|
2moroDocs:
|
@gdevore So true. Needs to work closely with tech support & cust svc - & marketing as well #tcchat |
|
5:14 pm
|
hletutour:
|
Same 4 me! RT @kemulholland: @2moroDocs @KnowledgeBishop Thx 4 gr8 chat! As a lone TW I value the chance 2 hear others' insights. #tcchat |
|
5:14 pm
|
kemulholland:
|
Exactly right @gdevore - I always encourage employers to look at tech support call reasons & volume when assessing my performance. #tcchat |
|
5:15 pm
|
2moroDocs:
|
Because TWs also communicators. Need to know what everyone is thinking and bring all ideas to table. Need to be source & faciliator #tcchat |
|
5:15 pm
|
KnowledgeBishop:
|
Dine with #TCchat today! East, it's lunch at Noon. West, it's a late breakfast at 9AM. Delicious EITHER WAY! #techcomm |
|
5:17 pm
|
2moroDocs:
|
You know, everyone. Would like to remind you that #tcchat avail 24/7 - not just on Th/Fri. If u have a ques, post it anytime! |
|
5:17 pm
|
hletutour:
|
@KnowledgeBishop Time for dinner here in France. Bon appétit ! #tcchat |
|
5:19 pm
|
2moroDocs:
|
A grt metric, for sure. RT @kemulholland: Exactly right @gdevore - look at tech support call reasons/volume when assessing my perf. #tcchat |
|
5:20 pm
|
hletutour:
|
I wonder: if as a TW in ur company, u have no access to users at all, where would u start? ask cust service? marketing? #tcchat |
|
5:20 pm
|
2moroDocs:
|
@kemulholland YW. Thanks for coming by! Great thoughts! #tcchat |
|
5:21 pm
|
2moroDocs:
|
Another reminder: consider filling out our poll to determine topic priority. Right now, UGC topping the list. #tcchat |
|
5:22 pm
|
KnowledgeBishop:
|
The #TCchat begins in 30 minutes: Today's Topic - "Optimizing Troubleshooting Content for Web Delivery." #techcomm #km #stcorg |
|
5:22 pm
|
2moroDocs:
|
@hletutour thanks again, Helene. Hope this doesn't run into your dinner time too much! #tcchat |
|
5:22 pm
|
LadyEleanorA:
|
RT @KnowledgeBishop: The #TCchat begins in 30 minutes: Today's Topic - "Optimizing Troubleshooting Content for Web Delivery." #techcomm #km #stcorg |
|
5:24 pm
|
2moroDocs:
|
@hletutour IMO, cust svc prob most interaction w/those having difficulty using products. Mktg trying 2 find ways to solve problems #tcchat |
|
5:25 pm
|
2moroDocs:
|
S1 officially ended, but some disc continued. RT @KnowledgeBishop: The #TCchat begins in 30 minutes: ." #techcomm #km #stcorg |
|
5:26 pm
|
2moroDocs:
|
@kemulholland Good point. Sometimes have to scurry to dev/doc new features #tcchat |
|
5:28 pm
|
hletutour:
|
@2moroDocs yeah, support & mktg have 2 diff approaches. Probably interesting to hear both. #tcchat |
|
5:29 pm
|
2moroDocs:
|
@hletutour Maybe today, as well, try to start using soc med. May have trouble w/exec buy-in though #tcchat |
|
5:30 pm
|
2moroDocs:
|
@kemulholland Would you then start w/tech support first? Where else might you look for a start #tcchat |
|
5:31 pm
|
2moroDocs:
|
@hletutour Where the communication role comes in. Gather info from all. Facilitate. Let each know what the other is doing #tcchat |
|
5:31 pm
|
kemulholland:
|
@2moroDocs Yes, I start with tech support - they know customers' unmet needs for information. I make them my allies. #tcchat |
|
5:32 pm
|
hletutour:
|
@2moroDocs hum, don't see that happening in my co. Products R v hightech; users not everyday people but prof'l. Not sure that'd work #tcchat |
|
5:36 pm
|
2moroDocs:
|
@hletutour Maybe tech support best option to start. Maybe also UI review 2 see if screens cld be redesigned to make app easier 2 use #tcchat |
|
5:38 pm
|
ashishguptaiitb:
|
RT @kemulholland: Key to providing useful troubleshooting in help is to describe problems in layman's terms - "Can get calls but not make them" #tcchat |
|
5:38 pm
|
2moroDocs:
|
Usability a whole other avenue to pursue. However, may also fend off some tech support calls. #tcchat |
|
5:40 pm
|
hletutour:
|
@2moroDocs ok. UI review, this I do! & often request changes. Last I asked: remove a 1-option drop-down list = what's the point?! #tcchat |
|
5:41 pm
|
2moroDocs:
|
Perhaps one clue for a UI suggestion to dev: if more steps or explanation required in proc, then maybe design tweak helpful #tcchat |
|
5:42 pm
|
2moroDocs:
|
@hletutour Great one! Oh my gosh. Excellent example #tcchat |
|
5:45 pm
|
mattdelman:
|
@2moroDocs My favorite example is the case that NASA spend millions of dollars designing a pen that could write in space. #tcchat |
|
5:46 pm
|
mattdelman:
|
@2moroDocs The Russian space program, faced with the same problem, decided to use pencils instead. #tcchat |
|
5:46 pm
|
2moroDocs:
|
@mattdelman Hadn't heard of that one! Would be fun to share usability stories #tcchat |
|
5:47 pm
|
hletutour:
|
@2moroDocs yeah! I've been told there initially were 2 opt, but one was removed. Lazzy developer, couldn't u remove the whole list? #tcchat |
|
5:48 pm
|
2moroDocs:
|
Mine mostly dullsville: length of a field. Placement on screen. Still, it makes a difference. We have to point out the details #tcchat |
|
5:50 pm
|
2moroDocs:
|
Hey - just thought of a big one. Was documenting db tables. Some columns could be hidden. Necessary for db processing, not users #tcchat |
|
5:50 pm
|
mattdelman:
|
The techcomm person is supposed to be a user advocate. What better way for that to happen than picking out usability issues? #tcchat |
|
5:50 pm
|
hletutour:
|
@mattdelman ha ha, excellent one! #tcchat @2moroDocs I'd love 2 hear more usability stories! |
|
5:51 pm
|
2moroDocs:
|
One reason, BTW, I think very impt for TWs to know basics of database design. Esp for XML. Def affects doc xsl/xml structure. #tcchat |
|
5:53 pm
|
PattyBlount:
|
@mattdelman Agreed. I point out usability issues all the time (like the "THIS" button). Most are fixed. #tcchat |
|
5:54 pm
|
2moroDocs:
|
@hletutour @mattdelman @KnowledgeBishop Maybe we should have a usability topic w/part of it devoted to stories. #tcchat |
|
5:57 pm
|
mattdelman:
|
@2moroDocs There's an idea. @hletutour @knowledgebishop #tcchat |
|
5:57 pm
|
2moroDocs:
|
@hletutour Must have been in a hurry, I guess. Can't think of a reason, actually. #tcchat |
|
5:58 pm
|
hletutour:
|
@2moroDocs Yes, a usability topic would be great! We could share tips re UI review (checklist maybe) and laugh at our stories! #tcchat |
|
5:58 pm
|
2moroDocs:
|
@PattyBlount Ah, yes. Work can be interesting. #tcchat |
|
6:00 pm
|
hletutour:
|
Well, I'm off. Thanks a lot @2moroDocs and @kemulholland for your great advice! #tcchat |
|
6:00 pm
|
2moroDocs:
|
Can't believe an entire extra hour has gone by! Could prob keep going right up to S2! Alas, I must move on. Thx 4 the laughs at end! #tcchat |
|
6:07 pm
|
2moroDocs:
|
@hletutour Thanks for extending the conversation. Was a good one. Great laughs at the end. Enjoy your dinner! #tcchat |
|
6:12 pm
|
TechRightTO:
|
RT @2moroDocs: One reason, BTW, I think very impt for TWs to know basics of database design. Esp for XML. Def affects doc xsl/xml structure. #tcchat |
|
6:45 pm
|
KnowledgeBishop:
|
@rjacquez I must note that #TCchat would never be possible without the vision, persistence and dedication of Julie Norris (@2moroDocs) |
|
6:48 pm
|
KnowledgeBishop:
|
The #techcomm joy that is #TCchat would never exist without the vision, persistence and dedication of @2moroDocs / #follow |
|
6:51 pm
|
dainadunlop:
|
@2moroDocs Thanks so much for organizing and running #tcchat |
|
6:53 pm
|
samarthav:
|
RT @rjacquez: Great #techcomm Tweet Chat going on now. To participate, follow the #TCchat hashtag and include it in your tweets. Good stuff! |
|
6:54 pm
|
ermphd:
|
@2moroDocs Q6 Depends on the dept structure. I work on the floor of a call center where the action is. I like it like that! #TCchat |
|
6:56 pm
|
ermphd:
|
@2moroDocs My tweetdeck hung up about 45 mins. In. #TCChat was good today. I'll try to get on again in t evening. Gr8 job @KnowledgeBishop |
|
6:57 pm
|
ermphd:
|
RT @KnowledgeBishop: The #techcomm joy that is #TCchat would never exist w/o the vision, persistence and dedication of @2moroDocs / #follow |
|
7:19 pm
|
2moroDocs:
|
@KnowledgeBishop @rjacquez TY, Tristan. It def takes both 2 make it happen. Think it's a good team effort. #tcchat #techcomm (c next tweet) |
|
7:20 pm
|
2moroDocs:
|
All, I?d like 2 point out Tristan?s vision 2 include everyone?s input 2 build #tcchat community. Ex: pls vote in our topic poll! #techcomm |
|
7:43 pm
|
sarahmaddox:
|
@2moroDocs So sorry I can't make it to #tcchat today! I've been scheduled in for a meeting I can't miss. Have a great Twitter chat! |
|
8:59 pm
|
2moroDocs:
|
Have to head out for a while. Back in time for #tcchat Session 2 at 7pm PST! |
|
9:01 pm
|
2moroDocs:
|
@dainadunlop You're welcome. Both @knowledgebishop & I appreciate your attendance! #tcchat |
| |
|
October 8, 2010
|
|
12:04 am
|
LinkedMedia:
|
RT @2moroDocs: Have 2 head out 4 a while. Back in time 4 #tcchat Session 2 at 7pm PST! - planning on "sitting in" thx @KnowledgeBishop |
|
1:02 am
|
2moroDocs:
|
Ramping up for #tcchat S2 in 1 hr. Topic: Managing & Org Tblshooting Info on Web. S1 went 2 hours. Transcripts so far http://bit.ly/90wePh |
|
1:03 am
|
mojoneill:
|
I had to miss session 1 (for the saddest of reasons). Will be there for session 2!
#tcchat |
|
1:12 am
|
2moroDocs:
|
@mojoneill Sorry you had to miss the 1st one!!! Hope all is OK. Glad u can be at S2 #tcchat |
|
1:13 am
|
2moroDocs:
|
Am reviewing transcripts from S1. Picking out key points. Will post. #tcchat |
|
1:20 am
|
mojoneill:
|
@2moroDocs holy smokes. looking through the transcript. Some awesome and very topical (to me) insights. Good S1 chat! #tcchat |
|
1:30 am
|
juliebhunt:
|
RT @KnowledgeBishop: must note #TCchat would never be possible without vision, persistence, dedication of Julie Norris (@2moroDocs) #tcchat |
|
1:30 am
|
2moroDocs:
|
@mojoneill I hear ya! I'm thinking: wow! So many helpful, incisive comments. Difficult to pick just a few. Many good points raised. #tcchat |
|
1:32 am
|
2moroDocs:
|
@mojoneill Did you get to the usability stories yet? Cracked me up! In the last 15 mins or so of 2nd hour, I think. #tcchat |
|
1:34 am
|
mojoneill:
|
@2moroDocs Yeah. Chuckling too. Lets have usability stories. I'll also nominate "silliest technical writing advice" as a topic #tcchat |
|
1:38 am
|
2moroDocs:
|
@mojoneill Might be a good Topic of the Day for Friday. Hey - tomorrow even. Bet there are plenty of good stories out there. #tcchat |
|
1:39 am
|
mojoneill:
|
@2moroDocs I've even had some usability gaffes myself: http://bit.ly/a0BL48 . Back in the day of MS HTML Help... #tcchat |
|
1:41 am
|
2moroDocs:
|
@juliebhunt TY Julie and @KnowledgeBishop. We both have big plans 4 #tcchat. Translation was big one this wk (thx @hletutour)! More coming. |
|
1:46 am
|
2moroDocs:
|
Folks - 15 mins to S2 of #tcchat: Managing & Organizing Troubleshooting Info on Web. #techcomm Drop by! |
|
1:57 am
|
2moroDocs:
|
A few mins. Will have just a few intro tweets before first ques. #tcchat |
|
1:58 am
|
2moroDocs:
|
Twitter did go down on us earlier today. If that happens, just keep trying! Or, will move to blog/FB pg. #tcchat |
|
1:58 am
|
LinkedMedia:
|
@2moroDocs Standing by for #tcchat |
|
1:59 am
|
2moroDocs:
|
Have to be ready for anything these days. How many avenues & options are avail to reach & interact w/users? #tcchat |
|
1:59 am
|
2moroDocs:
|
Well, might as well start! Welcome to S2 of today?s #tcchat! Topic: Managing and Organizing Troubleshooting Information on the Web |
|
1:59 am
|
2moroDocs:
|
Had quite a discussion in S1, which went on for 2 hours. Included UGC, search, usability, coord w/other depts. #tcchat |
|
2:00 am
|
2moroDocs:
|
Reminders: please don?t use #techcomm tag. It will overwhelm it. Add #tcchat to your tweets. Thx! Also, NO proprietary info! |
|
2:00 am
|
2moroDocs:
|
I?d like to extend a special thanks to @hletutour, who has been translating some #tcchat tweets into French. Merci beaucoup! |
|
2:01 am
|
2moroDocs:
|
One last item: please vote on our poll after the chat. We?d like your input to determine priority of #tcchat topics! With that, Q1! |
|
2:01 am
|
2moroDocs:
|
@LinkedMedia Grt! Thx 4 coming by! #tcchat |
|
2:01 am
|
2moroDocs:
|
Q1: Does your company have online customer forums? If so, are #techcomm folks encouraged to participate? #tcchat |
|
2:03 am
|
mojoneill:
|
Logged in from the greater Iowa City megalopolis (aren't you jealous).
#tcchat |
|
2:03 am
|
2moroDocs:
|
A1: earlier today, some did, some didn't - for diff reasons #tcchat |
|
2:03 am
|
mojoneill:
|
A1: Yes. Everyone is encouraged.
#tcchat |
|
2:04 am
|
2moroDocs:
|
@mojoneill Good to see Iowa represented! #tcchat |
|
2:05 am
|
mojoneill:
|
Oh yeah, I'm representin' tonight. (I'm also off topic). (Will behave) #tcchat |
|
2:05 am
|
2moroDocs:
|
A1: are forums run mainly by techcomm or custserv/tech support? #tcchat |
|
2:07 am
|
mojoneill:
|
A1: Started by tpubs. Trying to hand off to support. #tcchat |
|
2:07 am
|
LinkedMedia:
|
@2moroDocs Weve used tools like VBulletin for some cleints who value the SEO benefits on top of C/Service functionality. #tcchat |
|
2:07 am
|
2moroDocs:
|
Jump 2 Q2: When accurate troubleshooting info is contributed to a forum post, is there a process 2 bring that content into the docs? #tcchat |
|
2:08 am
|
2moroDocs:
|
Not sure I'm typing fast enough to get these tweets out - #tcchat |
|
2:09 am
|
2moroDocs:
|
Actually, I have another ques 1st... #tcchat |
|
2:10 am
|
2moroDocs:
|
Q3: what tools & options do you have avail for users to contribute/access tbl docs? Forums? Twitter? Blog? Comment on topic? Other? #tcchat |
|
2:11 am
|
2moroDocs:
|
@LinkedMedia Just saw your comment after Q3. Haven't heard of VBulletin. SEO very impt these days #tcchat |
|
2:13 am
|
2moroDocs:
|
In S1, @ermphd mentioned they use Adobe Airhelp for their knowledgebase. #tcchat |
|
2:15 am
|
mojoneill:
|
I saw that. Interesting use of Airhelp. #tcchat |
|
2:16 am
|
mojoneill:
|
I'd like to see it in action.
#tcchat |
|
2:16 am
|
2moroDocs:
|
For troubleshooting, are people looking more at community-building tools, as it appears VBulletin is - at least to some degree? #tcchat |
|
2:18 am
|
KnowledgeBishop:
|
A3: Hello friends, jumping in late. Kids sleeping. We see a good bit of customer interaction through tech support forums. #tcchat |
|
2:18 am
|
mojoneill:
|
I think forums are def. part of the mix. It will be interesting though if new socmed tools start to take over some of that #tcchat |
|
2:18 am
|
2moroDocs:
|
@mojoneill I think @ermphd has some info about it on his blog. #tcchat |
|
2:19 am
|
KnowledgeBishop:
|
A3: We in techcomm have started monitoring tech support forums. Haven't engaged yet. #tcchat |
|
2:20 am
|
LinkedMedia:
|
@2moroDocs We've used VBulletin as more of a community tool 4 clients, w/ sum monitoring 4 C/S, Sales & Marketing functions also. #tcchat |
|
2:20 am
|
mojoneill:
|
I think the same rules apply to UA as apply to retail: Location, Location, Location. Be where the questions are.
#tcchat |
|
2:20 am
|
2moroDocs:
|
Let's define forums. People may have diff ideas of what one is. #tcchat |
|
2:20 am
|
KnowledgeBishop:
|
@LinkedMedia Hi Lee, glad you're with us. #TCchat |
|
2:21 am
|
LinkedMedia:
|
@KnowledgeBishop Thanks for dialing in so late here on the wire Tristan. #tcchat |
|
2:21 am
|
2moroDocs:
|
By forum, do you mean bulletin-board format, knowledgebase, user asks/ee answers - what format? #tcchat |
|
2:21 am
|
KnowledgeBishop:
|
@kirsty @sarahmaddox Is it lunchtime there? #TCchat |
|
2:22 am
|
mojoneill:
|
http://en.wikipedia.org/wiki/Online_forums
#tcchat |
|
2:22 am
|
2moroDocs:
|
@KnowledgeBishop I think Sarah is in a meeting today #tcchat |
|
2:23 am
|
KnowledgeBishop:
|
@2moroDocs Our forums are internally run, authenticated with participation from employees and customers. There are UGC forums too. #TCchat |
|
2:24 am
|
2moroDocs:
|
@mojoneill Thx for link. Am wondering if formats changing more now w/all new soc med, etc. from old bull-board model #tcchat |
|
2:24 am
|
KnowledgeBishop:
|
@2moroDocs Bulletin board: Lots of success. I've got techcomm studying it for trends. Want to run text analytical eventually. #TCchat |
|
2:25 am
|
mojoneill:
|
@KnowledgeBishop wait what? tell me more about "want to run text analytical". what's this crazytalk?
#tcchat |
|
2:26 am
|
LinkedMedia:
|
@KnowledgeBishop Thx/Mostly lurking marketing geeks can't add much value #TCchat |
|
2:26 am
|
KnowledgeBishop:
|
@2moroDocs There is a drive to move org's toward Enterprise 2.0 (see #e20 hashtag). Companies like Jive are redefining the space. #TCchat |
|
2:27 am
|
mojoneill:
|
@2moroDocs IMO: formats are changing, but it's the same old thing. Twitter=IRC with char limit. FB Wall=Flat forum thread ... #tcchat |
|
2:28 am
|
KnowledgeBishop:
|
@mojoneill Ack: autocorrect on iPhone. I want to feed forum traffic through attensity to systematically study trends and optimize. #TCchat |
|
2:28 am
|
2moroDocs:
|
@LinkedMedia Oh, not so sure abt that. Think mktg input increasingly impt. Need more 2-way dialog. Docs can support mktg efforts #tcchat |
|
2:29 am
|
2moroDocs:
|
If a release planned, marketing campaign ready, then tech support & docs need to be on call for ques, doc updates: all real-time #tcchat |
|
2:29 am
|
mojoneill:
|
http://www.attensity.com/home/
#tcchat |
|
2:30 am
|
2moroDocs:
|
That is one way to handle troubleshooting. Be there to answer at a critical moment. #tcchat |
|
2:31 am
|
mojoneill:
|
LOL. I'm looking at that website and for the life of me I can't figure out what they do. Seems like they sell image (partly joking) #tcchat |
|
2:31 am
|
2moroDocs:
|
This is great. I'm seeing all sorts of new tools/options mentioned. What else? Get Satisfaction another; will b adding to blog #tcchat |
|
2:32 am
|
LinkedMedia:
|
@2moroDocs Agreed on marketing front - we are part of the community/support mix & valuable data to be gleaned abt brands/products. #tcchat |
|
2:33 am
|
mojoneill:
|
I think http://consumerist.com is a fascinating read with powerful lessons for this topic. #tcchat |
|
2:34 am
|
2moroDocs:
|
@LinkedMedia Yea! Think all depts need to converse more. Too much going on these days. Same issues for all. #tcchat |
|
2:35 am
|
KnowledgeBishop:
|
@mojoneill Folks at @attensity offer powerful listening tools: They parse traffic, detect actionable events and route to humans. #TCchat |
|
2:35 am
|
2moroDocs:
|
Q4: Recent studies show that web troubleshooting content can deflect inbound support calls. Have you seen evidence of this yet? #tcchat |
|
2:35 am
|
LinkedMedia:
|
@2moroDocs Violent agreement; conversation flow needs to be shared & mined by all depts. #tcchat |
|
2:35 am
|
2moroDocs:
|
@mojoneill Thx for the link! #tcchat |
|
2:37 am
|
mojoneill:
|
RT @LinkedMedia: @2moroDocs Violent agreement; conversation flow needs to be shared & mined by all depts. #tcchat #tcchat |
|
2:37 am
|
2moroDocs:
|
@LinkedMedia That's a good change, don't you think? I believe people are recognizing that. We all sink or swim together these days #tcchat |
|
2:38 am
|
KnowledgeBishop:
|
A4: Aberdeen 2009 study said properly leveraged techcomm content deflected >40% of custserv calls. Have to buy a copy. #tcchat |
|
2:39 am
|
2moroDocs:
|
I have to say. I have learned so much sitting on other chats like marketing, tech ones, etc. Everyone is open to discussion & fixing #tcchat |
|
2:39 am
|
mojoneill:
|
@KnowledgeBishop nice survey. would like to see it. why does the myth, "Customers don't read docs" persist in the face of - evidence #tcchat |
|
2:40 am
|
LinkedMedia:
|
@2moroDocs Absolutely agree mktng needs to glean valuable insight fm conversation flow monitored by C/Service. #tcchat |
|
2:42 am
|
2moroDocs:
|
Yes, & if techcomm in on convo, too, can help address issues & be ready for next mktg initiative. #tcchat |
|
2:42 am
|
KnowledgeBishop:
|
@mojoneill It's true that customers don't "read" docs, not like one reads a book: but they DO search the web for answers. #TCchat |
|
2:43 am
|
2moroDocs:
|
Q5: In your opinion, what is the optimal working relationship between #techcomm and #custserv (tech support) teams? #tcchat |
|
2:44 am
|
LinkedMedia:
|
RT @2moroDocs: Yes, & if techcomm in on convo, too, can help address issues & be ready for next mktg initiative. #tcchat |
|
2:44 am
|
mojoneill:
|
I think the contemporary analogy is that they consume information
#tcchat |
|
2:44 am
|
LinkedMedia:
|
RT @KnowledgeBishop: @mojoneill It's tru customers dont "read" docs, not lk 1 reads a book: but they DO search the web 4 answers. #TCchat |
|
2:45 am
|
2moroDocs:
|
Scratch Q5. c next tweet #tcchat |
|
2:46 am
|
2moroDocs:
|
Q6: In your opinion, what is the optimal working relationship between techcomm, tech support, & mktg teams? #tcchat |
|
2:46 am
|
KnowledgeBishop:
|
A5: When #techcomm and #techsupport proactively partner to deliver devoted #custserv, everyone wins! #tcchat |
|
2:47 am
|
mojoneill:
|
Optimal: I think they should all cross train in the other. #tcchat |
|
2:47 am
|
mojoneill:
|
reality is that too often these are silos. #tcchat |
|
2:48 am
|
KnowledgeBishop:
|
@2moroDocs Have to sign off. Bride wonders why I'm "working" so late. :) but I'm NOT working: I'm talking to my friends! Good night #TCchat |
|
2:48 am
|
LinkedMedia:
|
RT @KnowledgeBishop: A5: When #techcomm and #techsupport proactively partner to deliver devoted #custserv, everyone wins! #tcchat |
|
2:49 am
|
2moroDocs:
|
@KnowledgeBishop Thanks, Tristan! Have a good evening - #tcchat |
|
2:50 am
|
LinkedMedia:
|
@KnowledgeBishop Good night & thanks for contributing to #TCchat - learning experience. |
|
2:50 am
|
2moroDocs:
|
@mojoneill True. Time to start breaking down those walls. Why not? #tcchat |
|
2:50 am
|
mojoneill:
|
@KnowledgeBishop night! #tcchat |
|
2:50 am
|
LinkedMedia:
|
RT @mojoneill: reality is that too often these are silos. #tcchat (thanks for RT/Follwoing) |
|
2:51 am
|
mojoneill:
|
I think far too often groups settle for the appearance of being open without actually being open. #tcchat |
|
2:52 am
|
2moroDocs:
|
As part of communicator role, think that techcomm could reach out to other depts/fields and start breaking down the walls #tcchat |
|
2:53 am
|
mojoneill:
|
@2moroDocs Absolutely. But it can hurt. Try telling a group that they are a vault when they've convinced themselves they are open. #tcchat |
|
2:53 am
|
2moroDocs:
|
Start sitting in on some marketing chats. Found that everyone on all chats open to discussion, ideas. Makes them grt. Time is now. #tcchat |
|
2:55 am
|
mojoneill:
|
@2moroDocs I've had the exact same experience.
#tcchat |
|
2:55 am
|
2moroDocs:
|
Find the weak point in the wall, I guess - if that's possible. #tcchat Will others follow tumble? |
|
2:56 am
|
LinkedMedia:
|
@2moroDocs The sooner C/S & Mkting "camp out" together the faster the product will be fixed/improved/remade. #tcchat |
|
2:56 am
|
2moroDocs:
|
@mojoneill Well, guess we have to get the word out, then. Techcomm ready for dialog; can help #tcchat |
|
2:57 am
|
2moroDocs:
|
& TechComm! RT @LinkedMedia: The sooner C/S & Mkting "camp out" together the faster the product will be fixed/improved/remade. #tcchat |
|
2:58 am
|
mojoneill:
|
@LinkedMedia agreed. Reminds me of http://technorrhexis.com/drupal/content/marketing-start-finish #tcchat |
|
2:59 am
|
2moroDocs:
|
@LinkedMedia Yes, mktg has good insight/metrics on customers. Have been learning tons. Everything abt users affects docs #tcchat |
|
3:00 am
|
2moroDocs:
|
@mojoneill Nice! #tcchat |
|
3:01 am
|
LinkedMedia:
|
@mojoneill Great quote and article and spot on in terms of analysis and insight. #tcchat |
|
3:03 am
|
mojoneill:
|
@LinkedMedia ha. wow. it's been a long time since i looked at that. traipsing down memory lane. ;P #tcchat |
|
3:05 am
|
2moroDocs:
|
Wow. It's already 8:03. Guess I should officially close 'ol Session 2. However, I'm game to keep going. Interesting re C/S, Mktg, TC #tcchat |
|
3:05 am
|
LinkedMedia:
|
@mojoneill It's a great article and Seth nailed this years ago but don't want to digress fm conversatoin on: #tcchat |
|
3:06 am
|
2moroDocs:
|
Of course, it's only 8pm here. Still early yet - #tcchat |
|
3:07 am
|
2moroDocs:
|
@LinkedMedia Do u see more movement toward dialog between c/s & mktg? #tcchat |
|
3:08 am
|
2moroDocs:
|
@mojoneill You've sure found some good links tonight - #tcchat |
|
3:08 am
|
mojoneill:
|
@LinkedMedia Awww...shucks. Thanks. Godin does a good job. I think All Marketers are Liars should be mandatory reading. ;P #tcchat |
|
3:08 am
|
LinkedMedia:
|
@2moroDocs Yes, I see more movement towards dialogue but some times egos/org charts get in the way. #tcchat |
|
3:09 am
|
mojoneill:
|
@2moroDocs Yes. I think it's a question of survival though. Those who don't, won't. #tcchat |
|
3:10 am
|
mojoneill:
|
@2moroDocs Yeah, but i cheated on the last link. It was my own. :P #tcchat |
|
3:10 am
|
2moroDocs:
|
@LinkedMedia A sad truth. At some point, ppl will realize the need for coop, I hope. Maybe top-down needed. #tcchat |
|
3:11 am
|
LinkedMedia:
|
@mojoneill Careful I hear sum bias towards marketers who barely know how 2 turn on a PC :-) & think IPhone is tech heaven :-) #tcchat |
|
3:11 am
|
2moroDocs:
|
@mojoneill Think you're right, there. These are new days. Old ways won't cut it any longer. Too much at risk. World moves too fast. #tcchat |
|
3:12 am
|
LinkedMedia:
|
@2moroDocs Yes, top down/exec mgmnt needed as their is a mistrust at times when marketing (fear of spin) gets involved. #tcchat |
|
3:12 am
|
mojoneill:
|
@LinkedMedia Here's a Q: What do you think of iPad marketing? #tcchat |
|
3:12 am
|
2moroDocs:
|
@mojoneill Fine by me! #tcchat |
|
3:12 am
|
mojoneill:
|
First time I saw apple off their game with "It's magical and revolutionary." #tcchat |
|
3:16 am
|
LinkedMedia:
|
@mojoneill Large media buy for iPad (traditional), haven't seen as much social or viral as I thought they should have used. #tcchat |
|
3:17 am
|
mojoneill:
|
@LinkedMedia i think the mistrust is not entirely unearned. anyone remember american cars in the late 70's / 80's?
#tcchat |
|
3:17 am
|
mojoneill:
|
People have long memories when they've been lied to. #tcchat |
|
3:18 am
|
mojoneill:
|
@LinkedMedia Yeah. I guess it's the messaging that drove me nuts. "Magical and revolutionary." hurts to even type that. #tcchat |
|
3:19 am
|
2moroDocs:
|
Maybe, by teaming up more, we can fend off such situations now. #tcchat |
|
3:20 am
|
LinkedMedia:
|
@mojoneill Yes, Jobs is a salesman/promoter par excellance. #tcchat |
|
3:21 am
|
mojoneill:
|
I'm contrarian: I think the best marketing Jobs ever did was in marketing the myth of Steve Jobs. #tcchat |
|
3:22 am
|
2moroDocs:
|
Just so you know. I'm one big dreamer. World one happy place. everyone gets along. world peace in corporations. all that. aw, shucks #tcchat |
|
3:23 am
|
mojoneill:
|
@2moroDocs that's so awesome 2moroDocs. keep the dream alive! #tcchat |
|
3:24 am
|
2moroDocs:
|
Hmmm.... how do we promote & market the docs? #tcchat |
|
3:24 am
|
mojoneill:
|
Even confidence men are charismatic. :P #tcchat |
|
3:25 am
|
mojoneill:
|
@2moroDocs I was once told that customer opinion has nothing to do with it. It's more important to please SME. #tcchat |
|
3:25 am
|
2moroDocs:
|
You know, when we got our phones, sales rep showed us where to find online docs b4 leaving store. Can docs b part of mktg/sales? #tcchat |
|
3:26 am
|
mojoneill:
|
@2moroDocs Yes they absolutely can. But if it's going to be a strategic asset, you have to build a strategic asset. #tcchat |
|
3:27 am
|
mojoneill:
|
I don't think it ever can be part of mktg/sales if the primary measure of success is, "How cheaply can we get it done." #tcchat |
|
3:29 am
|
mojoneill:
|
...or see it as a "necessary evil" #tcchat |
|
3:30 am
|
2moroDocs:
|
@mojoneill That came up earlier today too. We have to be tough, I guess. #tcchat |
|
3:30 am
|
LinkedMedia:
|
@2moroDocs Absolutely documentation should be part of sales/mktng cycle & cross purposed/promoted as sales/CS tool. #tcchat |
|
3:31 am
|
2moroDocs:
|
But if sales/mktg presents docs as a bonus to users, then that's a good thing. Docs displayed as a feature. #tcchat |
|
3:33 am
|
2moroDocs:
|
I'd suggest contacting salespeople in company & asking them if showing customers where docs are helps w/sales. Oppty? #tcchat |
|
3:34 am
|
2moroDocs:
|
I have to say I was flat-out amazed when sales rep showed where docs were online. I'm sure my jaw dropped. #tcchat |
|
3:34 am
|
mojoneill:
|
@2moroDocs yes. docs can be effective sales tools. But investment is key. I've seen companies hide docs because they don't invest. #tcchat |
|
3:35 am
|
2moroDocs:
|
@mojoneill That's why we need to stomp more these days, I think. The time is now. #tcchat |
|
3:35 am
|
mojoneill:
|
I've also seen companies promote product through docs, and drive mad traffic to website through seo optimized docs.
#tcchat |
|
3:36 am
|
mojoneill:
|
@2moroDocs "Now is the summer of our discontent"? ;P #tcchat |
|
3:36 am
|
2moroDocs:
|
@mojoneill Aha! If you have links for those, pls send them! That's been a major topic of discussion these past 2 wks. #tcchat |
|
3:39 am
|
mojoneill:
|
I'll dig some up. I know there have been a few tw's who've written about doing just that as well. #tcchat |
|
3:40 am
|
2moroDocs:
|
@mojoneill That would be great if you have the time. #tcchat |
|
3:41 am
|
mojoneill:
|
Alrighty peeps. I'm exhausted. Was extremely enjoyable, as always. #tcchat |
|
3:41 am
|
mojoneill:
|
@2moroDocs I'm going to borrow your dreams to give me strength. :P #tcchat |
|
3:42 am
|
2moroDocs:
|
I'm afraid I'm going to have to jump off here. :-( Family starting to wonder how long I'll be. #tcchat |
|
3:43 am
|
2moroDocs:
|
@mojoneill Thank you once again! Enjoyed your comments, as always! #tcchat |
|
3:44 am
|
2moroDocs:
|
@mojoneill Why sure. One can never have too many dreams. #tcchat |
|
3:45 am
|
2moroDocs:
|
@LinkedMedia Thank you very much for dropping by #tcchat this evening!!! Was great to have some mktg input! #tcchat |
|
3:46 am
|
LinkedMedia:
|
@2moroDocs @mojoneill have to get off the grid but so nice to connect with you on #tcchat & @KnowledgeBishop - thx for great insight too. |
|
3:47 am
|
LinkedMedia:
|
@2moroDocs Thank you and I really enjoyed it. #tcchat We marketers try to carry that flag forward when we can :-) |
|
3:49 am
|
LinkedMedia:
|
@mojoneill Nice to connect via #tcchat & try to duck those slings & arrows coming at U fm Cupertino :-) |
|
3:57 am
|
MarkFidelman:
|
@KnowledgeBishop followed a lot of the #tcchat dialogue today. I learned a lot. |
|
4:22 am
|
LinkedMedia:
|
@MarkFidelman Nice to have you lurking in background for #tcchat - sorry we missed you at #LavaCon last week-end; connected...... |
