The LugIron Software Blog

Unfortunately, the Entrepreneurship Gods decided that when you build a new software company that you must spend an uncomfortable amount of time in PowerPoint. I’m not one to complain, but lately I’ve been spending too much time boiling thoughts down to three bullet points of five words each. Anyway, during today’s PowerPoint adventure I was [...]

Technorati Tags: CustomerEngagement, CustomerSupport, Documentation, TechnicalWriting, UserExperience

It is now commonly accepted that Search Engine Optimization is important when you’re publishing online. After all, if a search engine doesn’t index your content well then the vast majority of people will never see it. Search engines like Google and Bing are the gateway to the web, which is why I find it so [...]

Technorati Tags: CustomerEngagement, CustomerSupport, Documentation, DocumentationSucks, HelpCenters, SocialCustomerSupport, TechnicalWriter, TechnicalWriting, UserExperience

Last week I attended the Web Content 2009 conference in Chicago. I found the conference informative and entertaining. I was glad to see useful content about an emerging and troubling issue: the identity crisis of the technical communicator. However, I was surprised to see the topic show up in a marketing discussion. On the second [...]

Technorati Tags: CommunityBuilding, CustomerSupport, Documentation, 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