RE: tracking user queries and solutions

Subject: RE: tracking user queries and solutions
From: "devdra darke" <devdra -at- sympatico -dot- ca>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Wed, 23 Mar 2005 15:32:38 +0000


For me, ensuring that documentation bug were tracked with the development bugs gave me access to change requests that come to R&D via Marketing/Product Management. It also reminds people to add me to bugs that have or will have a documentation component.

Also, our customer support department uses another tracking product. So I made sure that documentation was included in their issue tracking software and that documentation issues or issues that have or will have a documentation component can be easily tracked. It also reminded people to think of documentation when solving issues.

Further, our customer contact software links to our customer support system.

Other than that, we add documentation training/presentations to most of the sales training.

Devdra



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References:
tracking user queries and solutions: From: Miller, Joanna

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