RE: Developing a troubleshooting guide

[Me Too <klhra -at- yahoo -dot- com>]

> Yeah, but that's treating users like babies, and I
> dislike that. It also
> is bound to generate calls to tech support!

True to some extent. But some users require such
treatment - your comment points out the importance of
knowing your audience before you start, so you can
tailor the level of content and the delivery to the
needs of the users. You can always make it less of an
"ambush" by stating up front that the correct answer
to the authentication question is in the manual -
don't just spring a surprise on them, nudge them
toward opening it.

Also, let's face it, the users who will call tech
support because of something like this will also call
tech support for other problems they will have because
they fail to check the documents or try to
short-circuit the troubleshooting process.



__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

WebWorks ePublisher Pro for Word features support for every major Help
format plus PDF, HTML and more. Flexible, precise, and efficient content 
delivery. Try it today!. http://www.webworks.com/techwr-l 

Doc-To-Help includes a one-click RoboHelp project converter. It's that easy.  Watch the demo at http://www.componentone.com/TECHWRL/DocToHelp2005

---
You are currently subscribed to TECHWR-L as archive -at- infoinfocus -dot- com -dot- 

To unsubscribe send a blank email to 
techwr-l-unsubscribe -at- lists -dot- techwr-l -dot- com
or visit http://lists.techwr-l.com/mailman/options/techwr-l/archive%40infoinfocus.com

To subscribe, send a blank email to techwr-l-join -at- lists -dot- techwr-l -dot- com

Send administrative questions to lisa -at- techwr-l -dot- com -dot-  Visit
http://www.techwr-l.com/techwhirl/ for more resources and info.