The LugIron Software Blog

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

D-Link is releasing a new router and David Pogue wrote a review (free registration required) in his weekly column. Unfortunately for D-Link, it’s probably not the kind of review they were hoping for. Pogue’s column is titled “A Router So Complete, and Vexing”. He was generally positive on the idea of a combined router, home backup [...]

Technorati Tags: DocumentationSucks, TechnicalWriting, UserCenteredDesign, UserExperience

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

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