I’ll be presenting at the upcoming WritersUA – The Conference for Software User Assistance.
Here’s the prose summary of my presentation:
User assistance must be understood in a larger context in order to maintain its value and relevance. Documentation, training, and customer support must all be integrated as part of a conversation with the customer. At Paragon, customer support includes helping the customer understand how to use the product more effectively but also having the customer help us to understand what they are trying to accomplish. So adding videos, e-learning, and doing regular web conferences with customers augments what we produce in terms of online help and a knowledge base and becomes just part of a conversation with the customer. As we drive our user assistance projects, we must recognize that they are part of a larger ecosystem of information, namely the customer conversation that starts with a sales transaction and continues with customer support. If you are in a small company, or a small department of a large enterprise, and have to develop user assistance for software, you need to consider more than just the narrowest definition of user assistance centered on your product. This presentation aims at encouraging you to converse with your customer, collaborate with your customer, and ultimately to succeed by helping your customer succeed.