The Product is Docs: Writing technical documentation in a product development group
Splunk Documentation Teamamazon.com
The Product is Docs: Writing technical documentation in a product development group
When a documentarian works with the community, they’re taking actions that expand their role in order to improve the overall customer experience.
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
Sometimes, feedback can be too negative or the customer is being abusive. Back out of such an exchange politely, or don’t start a conversation in the first place.
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
Tell the customer of the action you plan to take and keep them updated throughout the process.
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
On rare occasions, customers can be upset enough that you shouldn’t try to address it on your own. Don’t be afraid to get others involved, such as your manager, the customer support team, or the customer’s sales representative.
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
Make a direct offer to assist where you’re able. People are frustrated because they can’t do something they expect to do easily.
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
For example, you can say in your reply, “If you could give me more information about what you were trying to do and how this topic could be more helpful, I can steer you in the right direction and then I will revise the topic to make it better.”
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
Some documentation can be frustrating because writers haven’t presented ideas in a way that coincides with how the product actually works or with the customer’s mental model and terminology.
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
Acknowledge the customer’s frustration in your reply. You won’t fully understand what’s upsetting them, but starting with a sympathetic tone often helps cool down the situation rapidly.
Splunk Documentation Team • The Product is Docs: Writing technical documentation in a product development group
Most of the time, frustrated users want to complete a task or install a product and cannot because the instructions assume a certain level of experience and don’t account for novices, or because the user can’t find the information they need.