Post on 03-Nov-2014
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© 2011 Autodesk
What do Technical Support want from Technical Communicators
Lee MullinPremium Support Specialist - Autodesk
© 2011 Autodesk
About Me – Lee Mullin
Autodesk support for over 7 years
© 2011 Autodesk
About Me – Lee Mullin
Autodesk support for over 7 years Autodesk blogger
© 2011 Autodesk
About Me – Lee Mullin
Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK
© 2011 Autodesk
About Me – Lee Mullin
Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies
Walking
© 2011 Autodesk
About Me – Lee Mullin
Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies
Walking Watching sports
© 2011 Autodesk
About Me – Lee Mullin
Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies
Walking Watching sports Live music
© 2011 Autodesk
Who do we speak to in support?
© 2011 Autodesk
Who do we speak to?
Calm customers
© 2011 Autodesk
Who do we speak to?
Calm customers Angry customers
© 2011 Autodesk
Who do we speak to?
Calm customers Angry customers Big customers
© 2011 Autodesk
Who do we speak to?
Calm customers Angry customers Big customers Small customers
© 2011 Autodesk
Who do we speak to?
Calm customers Angry customers Big customers Small customers Internal customers
© 2011 Autodesk
Who do we speak to?
Calm customers Angry customers Big customers Small customers Internal customers External customers
© 2011 Autodesk
Who do we speak to?
Calm customers Angry customers Big customers Small customers Internal customers External customers Intelligent customers
© 2011 Autodesk
Who do we speak to?
Calm customers Angry customers Big customers Small customers Internal customers External customers Intelligent customers And less intelligent
© 2011 Autodesk
What do customers want?
© 2011 Autodesk
What do customers want?
Answers Fixes FAST
© 2011 Autodesk
Why do they want answers?
© 2011 Autodesk
Why do they want answers?
They can’t find the answer easily
© 2011 Autodesk
Why do they want answers?
They can’t be bothered looking for an answer
© 2011 Autodesk
Why do they want answers?
The answer isn’t available
© 2011 Autodesk
How do we get answers?
© 2011 Autodesk
How do we get answers?
Use a variety of resources Using the product
© 2011 Autodesk
How do we get answers?
Use a variety of resources Using the product Help documentation
© 2011 Autodesk
How do we get answers?
Use a variety of resources Using the product Help documentation Bug tracking systems
© 2011 Autodesk
How do we get answers?
Use a variety of resources Using the product Help documentation Bug tracking systems White papers
© 2011 Autodesk
How do we get answers?
Use a variety of resources Using the product Help documentation Bug tracking systems White papers Google!
© 2011 Autodesk
What do we want from Help Files?
© 2011 Autodesk
What do we want from Help Files?
Reliable
© 2011 Autodesk
What do we want from Help Files?
Reliable Up to Date
© 2011 Autodesk
What do we want from Help Files?
Reliable Up to Date Searchable
Lots of keywords, across geo’s
© 2011 Autodesk
What do we want from Help Files?
Reliable Up to Date Searchable
Lots of keywords, across geo’s Reusable
For blogs, technical solutions…
© 2011 Autodesk
What do we want from Help Files?
Reliable Up to Date Searchable
Lots of keywords, across geo’s Reusable
For blogs, technical solutions… Simple linking
© 2011 Autodesk
What do we want from Help Files?
Reliable Up to Date Searchable
Lots of keywords, across geo’s Reusable
For blogs, technical solutions… Simple linking
Helping the customer to fish
© 2011 Autodesk
Be aware of the range of environments
NAVISWORKS
Buildings
Ships
Planes
Oil Rigs
Cars
Factory machinery
Terminology Varies
© 2011 Autodesk
What do we want from wikis?
© 2011 Autodesk
What do we want from wikis?
Ability to change or correct it You’re not alone!
© 2011 Autodesk
What do we want from wikis?
Ability to change or correct it You’re not alone!
Feed back into the product
© 2011 Autodesk
What do we want from wikis?
Ability to change or correct it You’re not alone!
Feed back into the product Check statistics
Search results Page hits Where from?
© 2011 Autodesk
What do we want from wikis?
Ability to change or correct it You’re not alone!
Feed back into the product Check statistics
Search results Page hits Where from?
Get meaningful feedback Add comment forms Add surveys
© 2011 Autodesk
What do we want for international users?
© 2011 Autodesk
What do we want for international users?
Translated help files, technical translation
© 2011 Autodesk
What do we want for international users?
Translated help files, technical translation Access to translations Include regional issues
© 2011 Autodesk
What do we want from tooltips?
© 2011 Autodesk
What do we want from tooltips?
The how to rather than why Images Videos Internationally understandable
Symbols or translations
© 2011 Autodesk
What do we want from videos?
© 2011 Autodesk
What do we want from videos?
We want to use them! We want to explain concepts We want to put things in context
© 2011 Autodesk
What do we want from videos?
We want to use them! We want to explain concepts We want to put things in context
Need to be accessible to all
© 2011 Autodesk
What do we want from videos?
We want to use them! We want to explain concepts We want to put things in context
Need to be accessible to all Create playlists for workflows
Perfect for installation and setup! Most popular page in support!
© 2011 Autodesk
What do we want from your extra knowledge?
© 2011 Autodesk
What do we want from your extra knowledge?
You have lots of information Doesn’t have to be formally presented or perfect… just accessible!
Wikis Specifications Tech notes Known Issues Searchable
© 2011 Autodesk
What do we want to do?
© 2011 Autodesk
What do we want to do?
Do we have the answer? Can they find the answer? Can we find the answer? Can we send them the answer? We want to avoid this And more of this
© 2011 Autodesk
Me!
Personal Twitter ramblings @leeroyb
Work Twitter ramblings @navisworks
LinkedIn - www.linkedin.com/in/lrmullin
blogs.autodesk.com/beyonddesign
lee.mullin@autodesk.com
© 2011 Autodesk
The end!