At the Documentation Managers peer group meeting we hosted earlier this week, one manager commented his organisation was aiming to increase<\/em> the average\u00a0time 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 the more complex problems that take longer to solve.<\/p>\n

Having worked on\u00a0a support line when I left college, I can appreciate the benefits of this approach. There’s nothing worse than spending your time repeating the same solution over and over again. So a consequence may be that\u00a0they’ll also see a reduction in support staff turnover.<\/p>\n

Allied to this approach may also be the adoption of micro-blogging communication channels. Yesterday, Yammer announced it will be launching its\u00a0Communities feature on 1st March. This means organisations will be able to create their own private network channel to communicate with its\u00a0customers and partners.<\/p>\n\n","protected":false},"excerpt":{"rendered":"

At the Documentation Managers peer group meeting we hosted earlier this week, one manager commented his organisation was aiming to increase the average\u00a0time 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 »<\/a><\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[224,159,207,194,222,220,229],"tags":[269,271,308,278],"class_list":["post-1494","post","type-post","status-publish","format-standard","hentry","category-meeting","category-online-communities","category-support","category-technical-communication","category-trends","category-twitter","category-user-assistance","tag-management","tag-networking","tag-support","tag-technical-documentation"],"acf":[],"yoast_head":"\n