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I beg to differ. First, nothing is "outside" the job description of a tech writer unless you decide it it. It depends on the writer, the job, and the company culture. Plus, if reviewing support tickets helps me to improve the docs, I'm all in.
-----Original Message-----
From: techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com [mailto:techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com] On Behalf Of Daniel Friedman
Sent: Thursday, September 29, 2016 2:18 PM
To: Lauren <lauren -at- writeco -dot- net>
Cc: TechWhirl (techwr-l -at- lists -dot- techwr-l -dot- com) <techwr-l -at- lists -dot- techwr-l -dot- com>
Subject: Re: Support Tickets
Reviewing support tickets or aggregate tagging data to determine product pain points or gaps in documentation = Good Being in charge of triage or customer support = Massive time suck that is totally outside a technical writer job description
On Thu, Sep 29, 2016 at 2:13 PM, Lauren <lauren -at- writeco -dot- net> wrote:
> Perhaps it was my experience with that company. They did not let me
> have access to the system and the users had problems with the system
> that the engineers would not fix. There were no user docs and I was
> supposed to document how the system can be migrated from a Windows
> system to a Linux system. The company had issues and the engineers did
> not want move away from Windows, so they would never agree to discuss
> the system. The manager thought that putting me in charge of help tickets would bypass the holdout.
> It did not.
>
>
> On 9/29/2016 10:18 AM, Robin Whitmore wrote:
>
>> Absolutely! Support tickets and the customer forums are my #1 ways of
>> finding issues w/the docs!
>>
>> On Thu, Sep 29, 2016 at 9:57 AM, Lauren <lauren -at- writeco -dot- net <mailto:
>> lauren -at- writeco -dot- net>> wrote:
>>
>> I was asked to handle support tickets on one project. The manager
>> said it would be a great way to learn how users use the system.
>> No. It isn't.
>>
>>
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*Daniel Friedman*
*friedmantechpublications.com* <http://friedmantechpublications.com>
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