Technical Pubs - Amplifying Software Value
Introduction
While software management and quality are my specialties, I have always taken the view that the whole product includes its software, documentation, and training components. Customers gauge the quality of the software product by their experience using all of its components.
My background includes writing technical documentation and managing technical publications teams. I have a strong understanding of how to build the communication components of a software application and how to make them add maximum value. The following articles demonstrate some of my accomplishments.
Technical documentation is often inadequate for meeting essential customer needs. The manuals might discuss every facet of the functionality but completely miss motivation and workflow that a customer requires to succeed. The best documentation teams I have worked with truly grasp the needs of their target audience. In addition, they understand the software product and how to convey its value to customers. This article discusses the challenges and successes that led to high-quality documentation.
A well-architected and implemented software product may receive lackluster reviews from customers. Documentation, installation, and training are no exception. Driving change is a challenge because you have to bridge the gap between customer and developer. This article shows examples of how focus groups and storyboarding were used to successfully close the gap and dramatically increase customer satisfaction.
© 2007 Claude Fenner - Specializing in Software Management and Quality www.claudefenner.com