The LugIron Software Blog

Companies are always trying to build loyal customers and I’ve talked about how to connect with users and the benefits of an engaged user in this blog before. So when I ran across Kevin Stirtz’s recent post, For More Loyal Customers, Manage Your Points of Experience, I thought I’d share it along with a bit [...]

Technorati Tags: Documentation, OnlineDocumentation, OnlineHelp, TechnicalWriter, TechnicalWriting, UserEngagement

In a recent discussion over on the Business of Software Forum a poster asked for help after noticing that a recent “improvement” in documentation has resulted in more customer support calls: > A common advice for customer service requests is to improve the documentation, and this we have done for many years. > > But I’ve noticed that [...]

Technorati Tags: Documentation, DocumentationSucks, OnlineDocumentation, OnlineHelp, TechnicalWriter, TechnicalWriting

There’s a lot of talk about how social media is going to change the way companies interact with and support their customers and there is evidence that by making this change companies can realize significant value from the community they build. I’ve been wondering about the ROI of such investments and came across a presentation [...]

Technorati Tags: CustomerEngagement, CustomerSupport, SocialCustomers, SocialMedia, UserEngagement

Companies are starting to realize that it’s in their best interests to try to engage with their users and let them provide feedback across various touch points. One such example is in their documentation. Being able to leave comments and feedback on documentation is an effective way to engage with your end users, but if [...]

Technorati Tags: DocumentationSucks, OnlineDocumentation, OnlineHelp, TechnicalWriter, TechnicalWriting

I’ve been browsing a lot of online documentation lately and in a past life I spent an enormous amount of time worrying about how my users were interacting with documentation. It never ceases to amaze me how bad most product documentation is, especially when the documentation is published in a half-measured attempt on the web. [...]

Technorati Tags: Documentation, OnlineDocumentation, OnlineHelp, TechnicalWriter, TechnicalWriting, UserEngagement