What do Technical Support want from Technical Communicators

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© 2011 Autodesk What do Technical Support want from Technical Communicators Lee Mullin Premium Support Specialist - Autodesk

description

A presentation about what we look for from documentation to help us in support to help customers.

Transcript of What do Technical Support want from Technical Communicators

Page 1: What do Technical Support want from Technical Communicators

© 2011 Autodesk

What do Technical Support want from Technical Communicators

Lee MullinPremium Support Specialist - Autodesk

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© 2011 Autodesk

About Me – Lee Mullin

Autodesk support for over 7 years

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© 2011 Autodesk

About Me – Lee Mullin

Autodesk support for over 7 years Autodesk blogger

Page 4: What do Technical Support want from Technical Communicators

© 2011 Autodesk

About Me – Lee Mullin

Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK

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© 2011 Autodesk

About Me – Lee Mullin

Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies

Walking

Page 6: What do Technical Support want from Technical Communicators

© 2011 Autodesk

About Me – Lee Mullin

Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies

Walking Watching sports

Page 7: What do Technical Support want from Technical Communicators

© 2011 Autodesk

About Me – Lee Mullin

Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies

Walking Watching sports Live music

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© 2011 Autodesk

Who do we speak to in support?

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© 2011 Autodesk

Who do we speak to?

Calm customers

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© 2011 Autodesk

Who do we speak to?

Calm customers Angry customers

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Who do we speak to?

Calm customers Angry customers Big customers

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Who do we speak to?

Calm customers Angry customers Big customers Small customers

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Who do we speak to?

Calm customers Angry customers Big customers Small customers Internal customers

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Who do we speak to?

Calm customers Angry customers Big customers Small customers Internal customers External customers

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Who do we speak to?

Calm customers Angry customers Big customers Small customers Internal customers External customers Intelligent customers

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Who do we speak to?

Calm customers Angry customers Big customers Small customers Internal customers External customers Intelligent customers And less intelligent

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What do customers want?

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What do customers want?

Answers Fixes FAST

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Why do they want answers?

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Why do they want answers?

They can’t find the answer easily

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© 2011 Autodesk

Why do they want answers?

They can’t be bothered looking for an answer

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© 2011 Autodesk

Why do they want answers?

The answer isn’t available

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© 2011 Autodesk

How do we get answers?

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© 2011 Autodesk

How do we get answers?

Use a variety of resources Using the product

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© 2011 Autodesk

How do we get answers?

Use a variety of resources Using the product Help documentation

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© 2011 Autodesk

How do we get answers?

Use a variety of resources Using the product Help documentation Bug tracking systems

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© 2011 Autodesk

How do we get answers?

Use a variety of resources Using the product Help documentation Bug tracking systems White papers

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© 2011 Autodesk

How do we get answers?

Use a variety of resources Using the product Help documentation Bug tracking systems White papers Google!

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© 2011 Autodesk

What do we want from Help Files?

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What do we want from Help Files?

Reliable

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What do we want from Help Files?

Reliable Up to Date

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What do we want from Help Files?

Reliable Up to Date Searchable

Lots of keywords, across geo’s

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© 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…

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© 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

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© 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

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© 2011 Autodesk

Be aware of the range of environments

NAVISWORKS

Buildings

Ships

Planes

Oil Rigs

Cars

Factory machinery

Terminology Varies

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© 2011 Autodesk

What do we want from wikis?

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© 2011 Autodesk

What do we want from wikis?

Ability to change or correct it You’re not alone!

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© 2011 Autodesk

What do we want from wikis?

Ability to change or correct it You’re not alone!

Feed back into the product

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© 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?

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© 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

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© 2011 Autodesk

What do we want for international users?

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© 2011 Autodesk

What do we want for international users?

Translated help files, technical translation

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© 2011 Autodesk

What do we want for international users?

Translated help files, technical translation Access to translations Include regional issues

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© 2011 Autodesk

What do we want from tooltips?

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© 2011 Autodesk

What do we want from tooltips?

The how to rather than why Images Videos Internationally understandable

Symbols or translations

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© 2011 Autodesk

What do we want from videos?

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What do we want from videos?

We want to use them! We want to explain concepts We want to put things in context

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© 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

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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!

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© 2011 Autodesk

What do we want from your extra knowledge?

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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

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What do we want to do?

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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

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© 2011 Autodesk

Me!

Personal Twitter ramblings @leeroyb

Work Twitter ramblings @navisworks

LinkedIn - www.linkedin.com/in/lrmullin

blogs.autodesk.com/beyonddesign

[email protected]

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The end!