> Knowledge Management
Setting Limits on Unlimited
A provocative ASP report explores the question whether the
best way to deliver high-quality support is to answer every
question that customers ask.
A Guide to Better Tech Notes
Useful tips and strategies from ASP members on how to create,
maintain, and measure the most basic component of any Web
Managing Support Forums
How to develop an effective self-service support forum where
users contribute most of the solutions.
complimentary Open House hours
principal, DB Kay & Associates
executive director, Consortium for Service Innovation
principal, KR Consulting
principal, The Rockley Group
Tourniaire, principal, FT Works
Verghis, President, The Verghis Group
the A in the FAQs
(Leslie O'Flahavan & Marilynne Rudick)
Tips on creating better FAQ sections.
to Create a FAQ Page Your Customers Will Love
(Rahel Anne Bailie)
Hint: The FAQ page should be more than a dumping ground for
Content (Ann Rockley)
A clear, comprehensive guide for integrating the work of
multiple authors for multiple audiences.
Knowledge Management White
An insightful white paper about knowledge management and
Why Aren't Users Reading the
Manual? (Tanja Rosteck)
Don't assume users are lazy or dumb, says a documentation
Rich Media ROI?
"Does rich media—specifically, video how-to clips—really
help resolve support issues? We're thinking about adding video to
our knowledgebase, but it's so expensive that we want to be sure
there's a positive ROI before we go ahead. Feedback, please."
Tech note best practices
"We get a lot of complaints that our tech notes are 'too technical'
(they were written for our support engineers, not for end users).
Are there best practices for writing tech notes we could adopt?"
Capturing outsourcer knowledge?
"We have a very talented outsourcing team, but I've just realized
that whenever they solve a tough problem the solution should be
added to our knowledgebase. How can we make this happen? I don't
want to pay them to write tech notes that duplicate what we
Wiki format for knowledgebase?
"We're thinking about adopting a Wiki format (collaborative
knowledgebase) for our Web support content. Has anyone
tried this approach or can offer advice?"
[Under construction—recommendations welcome]
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Resources and news for technical communicators.
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Collective Wisdom: Transforming Support with
Françoise Tourniaire and David Kay
Click image for details.
Information Architecture for the World Wide Web
Louis Rosenfeld and Peter Morville
Click image for details.