When you need Help, do you press F1 or search Google?

I was at two clients in Cambridge earlier in the week, where the conversation turned to the Internet generation and how they search for information. Both publish their user documentation on their Web site, as well publish traditional PDFs and online Help files.

The first client said that they'd found from their recent customer usability studies that the first action for 50% of those studied was to go to Google - even when they knew there was F1 online Help available. They said it was essential the Help content was available on the Web - otherwise, users would be relying on information outside of the client's control.

The second client said they'd analysed the key word searches on their Web site and from Google. As a consequence, they were re-writing the Help topic meta data and titles so that they'd appear higher up the rankings. In some cases they were having to create content containing mis-spellings, which they said went against the grain.

It surprises me how few organisations make their user documentation findable through the search engines, and how few do any Search Engine Optimisation. As our first client indicated, if they don't use your information they they may well be using someone else's.

"I'm a technical writer" slideshow challenge

Using the photos in the "I'm a tech writer" project, can you make a better slide show for promoting technical writers than this? Contact us and show us what you've created.

Technical Writer - Exploding the myths

View SlideShare presentation or Upload your own. (tags: writing writer)

I'm a Technical Writer - Dispelling the myths

Technical Writers (aka Technical Authors, Content Wranglers and Documentation Managers) have an unfair image as probably the last type of person you'd like to meet at a party. Fictional writers tend to portray them as agoraphobic social misfits.

We aim to challenge this image, by showing technical writers in a different light - by posting photos of technical communications professionals doing a variety of activities.

See www.imatechwriter.com or www.cherryleaf.com/imatechwriter.htm

If you are involved in technical writing and you'd like to be included, contact us and send us a photo, together with your name and location (only photos suitable for viewing at work please).

Could Zuberence be used in technical documentation?

Zuberance is a hosted service for encouraging user generated content. Although aimed at creating "Brand Advocates" or "Customer Evangelists" and a "Volunteer Salesforce", maybe it could be used to create user generated support. What do you think?