Title :
Technical support: A valuable voice
Author_Institution :
Hart Commun., Lincoln, MA, USA
Abstract :
Technical support for reactive purposes (customer satisfaction) is becoming the number one technology differential. Technical support knows and understands customer needs. Technical communicators can develop quality user manuals when they team up with the technical support group. The benefits of creating a technical communications department that includes writers, trainers and technical support engineers are summarized
Keywords :
professional communication; system documentation; technical support services; training; user manuals; customer needs; customer satisfaction; quality user manuals; reactive purposes; software documentation; technical communications department; technical support engineers; technical support group; technology differential; trainers; writers; Collaborative software; Customer service; Databases; Documentation; Management training; Manuals; Professional communication; Quality management; Robustness; Writing;
Conference_Titel :
Professional Communication Conference, 1993. IPCC 93 Proceedings. 'The New Face of Technical Communication: People, Processes, Products'
Conference_Location :
Philadelphia, PA
DOI :
10.1109/IPCC.1993.593762
