What do Technical Support want from Technical Communicators

702 views

Published on

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

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
702
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
14
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Hi, I’m Lee Mullin, I’ve been the lead support technician for Navisworks for several years, starting in 2005. I’m the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
  • Hi, I’m Lee Mullin, I’ve been the lead support technician for Navisworks for several years, starting in 2005. I’m the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
  • Hi, I’m Lee Mullin, I’ve been the lead support technician for Navisworks for several years, starting in 2005. I’m the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
  • Hi, I’m Lee Mullin, I’ve been the lead support technician for Navisworks for several years, starting in 2005. I’m the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
  • Hi, I’m Lee Mullin, I’ve been the lead support technician for Navisworks for several years, starting in 2005. I’m the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
  • Hi, I’m Lee Mullin, I’ve been the lead support technician for Navisworks for several years, starting in 2005. I’m the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
  • What do Technical Support want from Technical Communicators

    1. 1. What do Technical Support want from TechnicalCommunicatorsLee MullinPremium Support Specialist - Autodesk© 2011 Autodesk
    2. 2. About Me – Lee Mullin Autodesk support for over 7 years© 2011 Autodesk
    3. 3. About Me – Lee Mullin Autodesk support for over 7 years Autodesk blogger© 2011 Autodesk
    4. 4. About Me – Lee Mullin Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK© 2011 Autodesk
    5. 5. About Me – Lee Mullin Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies  Walking© 2011 Autodesk
    6. 6. About Me – Lee Mullin Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies  Walking  Watching sports© 2011 Autodesk
    7. 7. About Me – Lee Mullin Autodesk support for over 7 years Autodesk blogger Live in Sheffield, UK Hobbies  Walking  Watching sports  Live music© 2011 Autodesk
    8. 8. Who do we speak to in support?© 2011 Autodesk
    9. 9. Who do we speak to? Calm customers© 2011 Autodesk
    10. 10. Who do we speak to? Calm customers Angry customers© 2011 Autodesk
    11. 11. Who do we speak to? Calm customers Angry customers Big customers© 2011 Autodesk
    12. 12. Who do we speak to? Calm customers Angry customers Big customers Small customers© 2011 Autodesk
    13. 13. Who do we speak to? Calm customers Angry customers Big customers Small customers Internal customers© 2011 Autodesk
    14. 14. Who do we speak to? Calm customers Angry customers Big customers Small customers Internal customers External customers© 2011 Autodesk
    15. 15. Who do we speak to? Calm customers Angry customers Big customers Small customers Internal customers External customers Intelligent customers© 2011 Autodesk
    16. 16. Who do we speak to? Calm customers Angry customers Big customers Small customers Internal customers External customers Intelligent customers And less intelligent© 2011 Autodesk
    17. 17. What do customers want?© 2011 Autodesk
    18. 18. What do customers want? Answers Fixes FAST© 2011 Autodesk
    19. 19. Why do they want answers?© 2011 Autodesk
    20. 20. Why do they want answers? They can’t find the answer easily© 2011 Autodesk
    21. 21. Why do they want answers? They can’t be bothered looking for an answer© 2011 Autodesk
    22. 22. Why do they want answers?The answer isn’t available© 2011 Autodesk
    23. 23. How do we get answers?© 2011 Autodesk
    24. 24. How do we get answers? Use a variety of resources  Using the product© 2011 Autodesk
    25. 25. How do we get answers? Use a variety of resources  Using the product  Help documentation© 2011 Autodesk
    26. 26. How do we get answers? Use a variety of resources  Using the product  Help documentation  Bug tracking systems© 2011 Autodesk
    27. 27. How do we get answers? Use a variety of resources  Using the product  Help documentation  Bug tracking systems  White papers© 2011 Autodesk
    28. 28. How do we get answers? Use a variety of resources  Using the product  Help documentation  Bug tracking systems  White papers  Google!© 2011 Autodesk
    29. 29. What do we want from Help Files?© 2011 Autodesk
    30. 30. What do we want from Help Files? Reliable© 2011 Autodesk
    31. 31. What do we want from Help Files? Reliable Up to Date© 2011 Autodesk
    32. 32. What do we want from Help Files? Reliable Up to Date Searchable  Lots of keywords, across geo’s© 2011 Autodesk
    33. 33. 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
    34. 34. 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
    35. 35. 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
    36. 36. Be aware of the range of environments Terminology Varies Buildings Factory Ships machinery NAVISWORKS Cars Planes Oil Rigs© 2011 Autodesk
    37. 37. What do we want from wikis?© 2011 Autodesk
    38. 38. What do we want from wikis? Ability to change or correct it  You’re not alone!© 2011 Autodesk
    39. 39. What do we want from wikis? Ability to change or correct it  You’re not alone! Feed back into the product© 2011 Autodesk
    40. 40. 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
    41. 41. 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
    42. 42. What do we want for international users?© 2011 Autodesk
    43. 43. What do we want for international users? Translated help files, technical translation© 2011 Autodesk
    44. 44. What do we want for international users? Translated help files, technical translation Access to translations Include regional issues© 2011 Autodesk
    45. 45. What do we want from tooltips?© 2011 Autodesk
    46. 46. What do we want from tooltips? The how to rather than why Images Videos Internationally understandable  Symbols or translations© 2011 Autodesk
    47. 47. What do we want from videos?© 2011 Autodesk
    48. 48. 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
    49. 49. 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
    50. 50. 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
    51. 51. What do we want from your extra knowledge?© 2011 Autodesk
    52. 52. 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
    53. 53. What do we want to do?© 2011 Autodesk
    54. 54. 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
    55. 55. 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
    56. 56. The end!© 2011 Autodesk

    ×