Today we introduce a new guest blogger, Vinish Garg, an STC member in the India Chapter. He’ll be writing on a variety of topics tech comm- and content-related from the point of view of an Indian with a global perspective. The topics may include tech comm trends and challenges, information architecture, product prototyping, project management for independent contractors, and so on. Welcome, Vinish!
Documentation Teams and Support Centres: Collaboration for A Common GoalNot many technical documentation teams in the past used to collaborate with support centre teams in the organization. However, of late these two teams have good reasons to work together towards the common goal—to address users’ concerns and questions and provide them an optimal user experience. My first job was as a support centre executive (SCE) and that experience actually helped me understand the finer points of documentation responsibilities and challenges. I talked about in detail about that in another blog post on Enjoy Technical Writing, Technical Writing and HelpDesk: The New Order. A few area of common ground are:
- Customers have pain points—SCE and TW both work to address these
- Persistence and consistency—Every single call is equally important because for a customer this one call makes all the difference. The same holds true for documentation teams.
- Quality control and performance benchmarks—Service level for calls and review for documentation
- Branding—SCE and TW both represent the brand and not the individual self
- Up-sell—When it makes sense