At the Documentation Managers peer group meeting we hosted earlier this week, one manager commented his organisation was aiming to increase the average time for each support call. This was because it believed it could eliminate all the short duration calls – through redesigning the software and better user documentation. What would be left would be… Read more »
Cherryleaf Blog
Manager’s guide to DITA: Dealing with the documentation headache when integrating products from different suppliers
Often, an organisation will sell a system that is packaged with a number of products and services from partner suppliers: a car will include a radio, a telephony system will include handsets, and so on. In the same way that the system needs to integrate all the various components from different suppliers, creating the user… Read more »
Turning technical documentation into an emotional experience (for the customer)
One of the most recent trends organisations are starting to look at is creating a “customer experience strategy”. “Customer Experience Management” is management-speak for generating customer advocacy, brand loyalty and an emotional attachment to a product or company. With so many people describing their experiences as customers via Social Web sites, Blogs and other media, it’s becoming increasingly important to ensure customers have… Read more »
Behind the scenes at the Cherryleaf photo shoot
Earlier this week, we had some publicity photos taken at Image1st’s photo studio in central London. We’ll be adding some of them to our Web site in the near future (the ones above are just some we took on the day). Elizabeth, the makeup artist, asked the inevitable question, “so what do you do?” It’s often very… Read more »
The “risk challenge” for businesses emerging out of the recession
The fear of risk seems to be growing in significance within organisations. According to Intellect, the trade body for UK technology companies: Operating risks have changed significantly as a result of prevailing economic conditions over the past 18 months. Companies have been under severe economic strain and are focused on adjusting to a drastically changed… Read more »