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www.ASPonline.com |
ASP Forum
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?"
—Claire from Clifton
Claire—
Who writes the tech notes? It sounds like they are written “for”
the support engineers rather than “by” them, is that correct? If
so , a potential fix would be to ask the support engineers to
write the notes themselves. Because they are in direct touch with
customers they should have a better feel for what’s too technical
for them. At a minimum have them review the tech notes and revise
the ones that are too complicated.
Another approach would be to create tech notes directly from case
notes rather than through a separate process. If the support
engineers are trained to capture customers’ requests very exactly
the case notes should provide fertile ground for customer-friendly
tech notes.
—Francoise Tourniaire ft@ftworks.com
FT Works www.ftworks.com
650-559-9826
[If you have any other advice on this question, please send an
email to membership director Jane Farber at jfarber@asponline.com, and
we'll post your feedback.]
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