Nordic APIs - Automatic Testing of (RESTful) API Documentation
MEWT 3 - Testing, Support and Documentation
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Transcript of MEWT 3 - Testing, Support and Documentation
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Testing, Support and Documentation
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Lessons learned from a combined role
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Technical Documentation http
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Methods of Doc Communication
Word
Search
Help
Web
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Principles of Docs Communication
Help to achieve a task Power of Four
Searchability
Every Page is Page One Single Sourcing
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Lessons of Docs Communication
Not a substitute for bad design
Repetition and boilerplate dilutes the message
Discrete, consistent terminology
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Support
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Methods of Support Communication
Direct
Phone
Kayako response
Non-SLA Mail
Release Notice
KBAs
Indirect
Internal Mail transfer
InternalConversation transfer
Changing Ticket Status
Reports
CC on Ticket
Absence of Contact
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Principles of Support Communication
Consistent but not canned
Explain everything
Be a guide on our software
Know each customer
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Lessons of Support Communication
Speed without relevance wastes time
Make message small enough to digest
Misrepresenting urgency undermines credibility
If you are not 100%, don’t say it
Metrics without context are dangerous
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ReferencesGreat Documentation Blogs
• http://everypageispageone.com
• https://ffeathers.wordpress.com/
• http://idratherbewriting.com
• (Specifically http://idratherbewriting.com/2014/06/20/10-
technical-writing-principles-to-live-by/#)
Great Support Blogs
• There are none – unless you want a constant stream of
trite stories of how the author recently encountered
good/bad service in a restaurant/shop/airline.