TechWhirl (TECHWR-L) is a resource for technical writing and technical communications professionals of all experience levels and in all industries to share their experiences and acquire information.
For two decades, technical communicators have turned to TechWhirl to ask and answer questions about the always-changing world of technical communications, such as tools, skills, career paths, methodologies, and emerging industries. The TechWhirl Archives and magazine, created for, by and about technical writers, offer a wealth of knowledge to everyone with an interest in any aspect of technical communications.
One useful practice to have in place is a help-desk database, whereby
technical support personnel log each phone call, the end user's question,
and the information given. Doing this accomplishes several things:
First, background information is captured that would otherwise get
disseminated over the phone line but not retained as part of the company's
intellectual property. The information accumulated in such a database is
quite valuable as background information to the technical writing
department.
Second, one can track the types of questions that end users are asking. If
any trends develop, this may suggest ways to improve the product. Any trends
may also indicate areas in which the documentation needs to be clarified,
expanded, or improved.
