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Subject:Re: Podcasts for Customer Support From:Marc Bryant <twmarcb -at- yahoo -dot- com> To:Al Geist <al -dot- geist -at- geistassociates -dot- com> Date:Mon, 14 Aug 2006 19:30:35 -0700 (PDT)
Strict scriptwriting for Podcasts isn't a very good way of going about this, no one will want to listen to it and if you have to go through the trouble of hiring professional voice actors. If you want an audio file that covers customer support issues, thats one thing. Podcasting is a regularly-occuring "internet radio" program, not merely a one-time taping. Podcasts are very good, they will not replace other forms of documentation, but they can be an added feature.
You could have a tips of the week show, a short 2 to 3 minute podcast where you cover one big issue a week.
----- Original Message ----
From: Al Geist <al -dot- geist -at- geistassociates -dot- com>
Cc: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Sent: Monday, August 14, 2006 5:41:39 PM
Subject: Re: Podcasts for Customer Support
I agree with Beth on stilted scripts. Storyboarding is necessary for any
script, but I also suggest checking out successful training programs....John
Cleese comes to mind....to get an idea of how to write the narrative to keep
it interesting while your educating.
Beth is also correct in stating that the younger generation is more in tune
with video or animation than we were. (We, in this case, is anyone over
50.) However, podcasts will not replace manuals. There is a limit to how
much material can be comprehended in each podcast. But, they can do
something that cannot be done effective via manuals, and that is incorporate
marketing and training into each podcast. I know some of technical writers
break out in hives when the word Marketing is mentioned in their midst, but
the more we move away from traditional delivery methods, the more the line
blures between training, technical writing, marketing and sales.
I like the idea of interaction between the corporation and the user.
Instead of calling customer or field service, you can interact via
videophone. The user can show the service person the problem, and they can
show them the solution. It isn't a reality yet, but the technology is
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