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.
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> Do you observe your readers during certain tasks?
This kind of detail observation can be crucial when the task is tricky,
or crucial or both.
> Do you interview them?
Literally every chance I can get. Anywhere, any time.
> Do you talk to support?
Constantly. One of the purposes of my job is to reduce the number of
calls to them. I want to know what they are being asked so I can explain
it.
> Other?
A documentation feedback link at the end of every chapter of every book,
and the bottom of every help topic.
I haunt forums, wikis and user groups where our products are discussed.
Stan Stansbury
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