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Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts

Friday, August 4, 2023

Technical Writers: The Unsung Heroes of Customer Experience

Lately, I don't really think about "technical writing" as an industry nearly as much as in days past. I can cite the reality that, in 2023, I didn't create a post with the "Technical Writing" label until Tuesday, March 14, 2023, and that post was simply a link to elsewhere - https://prhmusic.blogspot.com/2023/03/blog-post.html - with zero words written by me. I'm unsure why this is the case as I still go to work and when I arrive, I am a Senior Technical Writer - that is still my title and that is still my role. Maybe that is why the article below made me revisit this idea that I have had in my head for quite a while, which is to explain that yes, my title and role is that of a Senior Technical Writer, but no, I do not do the work of a traditional Senior Technical Writer. I consider the traditional role of a Senior Technical Writer to be the role of learning a subject area to the degree that documentation about that subject area can be written. I don't do that. I consider myself to be more of a Documentation Assembler. For the 3 major projects with which I am involved, I rely on other co-workers to write documentation and then, in some instances, I may proofread the content, but in 90% of the work I do, I don't even proofread or edit the content. Literally, I assemble the work of others into a cohesive presentation of the content that is then distributed. That statement is true for 

  1. The Disaster Recovery documentation project
  2. The Knowledge Management project
  3. The Operations Manual project

I'm not complaining as the way I do my work is aligned with what I like to do. I like to write DOS batch files in a folder with 

            81126 File(s) 43,575,880,874 bytes
            7655 Dir(s)  349,230,120,960 bytes free  

and eliminate a bunch of files until there are only 8379 files with only the following file types:

*.mp4, *.docx, *.doc, *.zip, *.xps, *.xml, *.xltx, *.xlsx, *.xlsm, *.xls, *.vss, *.vsdx, *.vsdm, *.vsd, *.vdx, *.txt, *.pub, *.pptx, *.ppt, *.png, *.pdf, *.onetoc2, *.one, *.msg, *.jpg, *.jpeg, *.csv

I doubt many Senior Technical Writers are like me.

In any case, read the following article about how Technical Writers are the unsung heroes of customer experience.


https://thecontentwrangler.substack.com/p/technical-writers-the-unsung-heroes-bae?utm_source=post-email-title&publication_id=1587018&post_id=135611902&isFreemail=true&utm_medium=email - Technical Writers: The Unsung Heroes of Customer Experience

Wednesday, May 11, 2022

Know Your Audience

Peet1 asked a question and Derrick Qian | Microsoft Community Support Specialist tried to answer the question. Derrick Qian | Microsoft Community Support Specialist, but it didn't go especially well as you can read here https://answers.microsoft.com/en-us/musicandvideo/forum/all/file-explorer/5f4ee4ab-5336-4480-82e8-924dc6bb98e5 - File Explorer. What Peet1 wrote exemplifies the question that has no answer in the technical writing community: How do you write content that authentically helps your audience?


Hi Derrick. Thanks for your reply and thank you VERY much for the effort you made to try and help me. It takes time and patience to provide the information you have provided. Thank You. What advanced technical people like you do not understand, is that there are millions of people, like me, who do not have a clue what you are talking about. For example:

"1. Manual: 

First create a Desktop.ini file in the folder that needs to be changed, for example:

[.ShellClassInfo]

ConfirmFileOp=0

InfoTip=my folder

IconIndex=0

IconFile=MyFolder.ico

explain:

parameter ConfirmFileOp s........................"

No-one out there, unless they are computer technically trained, knows what this means. Create Desktop.ini: What programme is used to do this? Notepad perhaps? It doesn't say, so I don't know. Does "MyFolder" refer to the folder I'm in? I have too many questions.


Derrick's answer was helpful to me but not to Peet1. How does Derrick write content that serves BOTH Peet1 and me in a technical support forum?

My manager and I discussed something similar to this yesterday. We were talking about how the SME  who writes the disaster recovery documentation for their system is writing for themselves and how there is really no way to standardize whether their content is useful to someone else until the following (which I am fleshing out after contemplating the discussion overnight): 

  • There is a disaster and System ABBA has to be restored
  • The SME for System ABBA is unavailable
  • The SME for System ASIA is available and has technical expertise and knowledge but not for System ABBA. However, given the circumstances, the SME for System ASIA is going to attempt to use the documentation that the SME for System ABBA wrote.
    • If the SME for System ASIA uses the documentation that the SME for System ABBA wrote and the SME for System ASIA is able to restore System ABBA, 
    • then documentation = useful. 
    • Else, the SME for System ASIA uses the documentation that the SME for System ABBA wrote and the SME for System ASIA is unable to restore System ABBA, the documentation is not useful.
I also said that I hope we never have a disaster when we have to find out!

Thursday, October 26, 2017

9 Years of Construction!

While I was looking for information about RoboHelp in the Adobe forums, I stumbled upon a thread that stated it was under construction and had a 'last modified' date 3/27/2008. I couldn't resist being snarky...

Thursday, September 24, 2009

The Point is... I can't change a lighbulb...

Today’s lesson is CUSTOMER SERVICE. Yes, I am SHOUTING about this topic because, frankly, we live in a competitive era, where we are all picky about the service we get. There are so many options available for the things we need. I can go to the local Target or the local Wal-Mart or the local hardware store to buy lawn fertilizer. There have always been way too many gas stations so that’s always been competitive. On vacations, it turns into “what station type is known for clean bathrooms?” and that’s the one we stop at to get gas, use the bathroom, and purchase snacks.

This came to the forefront of my mind when Julia, a member of a HTML list I’m on, posted the following. I’ve snipped stuff to get to the meat of what I wanted to write about:

Julia wrote,
“Last week I re-signed for another twelve months with my current web host. I've been with them for 3 years and never had any major problems. Two days ago I couldn't get to my site. I can't login to my c/panel, can't login via ftp. I have had to contact the host through the forum because I can't login to open a ticket for support. They asked me to send a trace route which I didn't know how to do. After surfing I found out how to do that and I sent it to the forum over 15 hours ago and nobody from their support team has acknowledged my trace route.
None of this makes sense to me. I am not savvy about any of this kind of stuff. I am wondering if maybe I should give up on my hosts and try another. I am currently using their largest plan, because it has everything I need.


Hello? Julia is the customer! This host doesn’t know what they’re doing to Julia’s opinion of them and they need to quickly make her feel special and appreciated or they will lose her repeat business. Why someone would treat a customer that has been with them for three years in this manner is truly beyond me.

I think Julia needs to get a phone number of the host and use the phrase, “Can I speak to your boss?” if the first person doesn’t have the ability to solve the issue. Personally, I would probably give them the benefit of the doubt, but I typically root for the underdog. Julia has been with them 3 years and had no issues. That’s pretty good. Simply put, if her phone call to them does not resolve this issue, then yes, I think Julia should move on. The fact that Julia was told to send a trace route but wasn’t told how to do so is strike 1 in my book. Did Julia tell them she didn’t know how to do it? I don’t know. Still, the host should have not left her to figure it out on her own what she was expected to send them.

It’s kind of like the local auto supply store I went to two days ago that is in a zone two days ago. My wife told me my brake light was out. I went during my lunch hour. A guy helped me identify the bulb I needed, and then basically wiped his hands clean of me after I had paid for it. I know as much about vehicles as Julia knew about trace routes.

“How do I know what to do next?” I asked.

“You have a 2005 model, that’s too new for me.” He didn’t offer to help me try to figure it out, didn’t offer me any tools to help me do what I needed to do. Nothing.

He lost me as a repeat customer. I had been there with my other car when I needed to get my license plate fastener fixed and to replace a headlight. Those times, I received help. I expected help. This guy, though, was different and unfortunately for his business, I decided right then that I will not return there.

Why not? Frankly, there is another auto supply place about a mile away. I am now willing to drive further, which is less convenient for me, because I know I’ve had good customer service with the other place. The only time I’ve been to this second auto supply store was in an emergency. My wife and I came out of a movie – I’m embarrassed to say the name of it because I don’t think I’d live it down - and when I started the van, a headlight was out. We drove to this second store, arriving close to the store’s closing time. A guy changed it. We were then set to drive home in safety. I will reward good customer service. I gave him $5 for helping us. I even went into the store and talked to his manager and said, “He helped us out and did a very good job. He deserves a raise.”

However, back to a couple of days ago, I was on my lunch hour so I had gone to the auto supply store I went to two days ago that is in a zone store, thinking they’d want to be competitive and retain me as a customer. Instead, this guy lost me.

I ended up going back to work, still with the brake light out. I borrowed a screwdriver from the maintenance guy and tried to figure out what to do. I got a couple of screws off but then I didn’t know what to do. I gave up. I drove to the place that does my oil changes.

I told him I felt stupid for not knowing how to change a light bulb. He didn’t make any degrading comments. He said, “Let’s see what you got.” I showed him how far I had gotten and then he said, “Oh. Here, you just need to pull this that way and it’ll come right out.” I wouldn’t have figured it out on my own. He replaced the bulb I needed and didn’t charge me. I said thank you and he said, “Anytime.” I will return to him for my vehicle service again. He retained me as a customer. He helped me out.

Back to Julia, there’s two sides to every chance for customer service. Julia needs to decide if her host is going to continue to give terrible customer service or if it was a fluke that they expected her to figure out how to find a trace route. I have no idea what a trace route is and would be lost if someone told me to get them one. If I hear back from Julia regarding what she ended up doing, I’ll post it here as well.

Saturday, April 18, 2009

Good to be Me...

Have you ever felt awesome about the work you accomplished? I did on Thursday. With help from a support rep, I created a batch file that compiles all of my UI projects in 3 minutes. I used to allow a 1/2 hour for this! Now, 3 minutes is all I need. Read this:

-----Original Message-----
From: [My Manager]
Sent: Thursday, April 16, 2009 9:25 AM
To: [Me]
Cc: [CEO]
Subject: RE: 93716

[Me]
This is wonderful! As we talked, this is exactly the type of thing we all need to question and explore to make our jobs more efficient. It is also reassuring to know we are receiving valued support through our [support] maintenance in providing us with additional tools that we need. Thank you again for your efforts to streamline the process.

[My Manager]

-----Original Message-----
From: [Me]
Sent: Thursday, April 16, 2009 9:02 AM
To: '[Product Manager]'
Cc: '[support_rep_that_helped_me]'; [My Manager]
Subject: 93716

[Product Manager],

I wanted you to know that [support_rep_that_helped_me] assisted me with incident 93716, which I just closed. I wanted to have a batch file that would compile each of my 18 collections. Previously, I had to open each collection, set the version field, compile, exit the collection, and continue. As a rule of thumb, I allowed a 1/2 hour for me to manually complete this process.

I am writing to you today to tell you that, under [support_rep_that_helped_me]'s patient guidance, I now have a batch file that compiles all of my collections in 3 minutes. Built in to the batch file is the ability to modify version,for example, when we go from [version 1] to [version 2], so there is no reason I cannot double-click my file and go for a walk while the files compile.

[support_rep_that_helped_me]'s excellent customer support was key in making this incident successfully resolved. I know that if I have an issue, your support staff will be able to solve it.

So now, our CEO knows I just saved 27 minutes! That is good for me.

I need to shower and leave for Waterloo so that's all. Maybe I'll write more tomorrow AM before the cymbal sale.