What do Technical Support want from Technical Communicators
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Lee Mullin is a premium support specialist at Autodesk who has worked there for over 7 years. He discusses what technical support wants from technical communicators, including reliable, up-to-date help documentation and wikis that can be easily edited. He also covers wanting videos to explain concepts and internationalization of materials. The overall goal is to have access to knowledge in many formats so support can quickly find answers for customers.
What do Technical Support want from Technical Communicators
- 1. What do Technical Support want from Technical Communicators Lee Mullin Premium Support Specialist - Autodesk ? 2011 Autodesk
- 2. About Me C Lee Mullin ? Autodesk support for over 7 years ? 2011 Autodesk
- 3. About Me C Lee Mullin ? Autodesk support for over 7 years ? Autodesk blogger ? 2011 Autodesk
- 4. About Me C Lee Mullin ? Autodesk support for over 7 years ? Autodesk blogger ? Live in Sheffield, UK ? 2011 Autodesk
- 5. About Me C Lee Mullin ? Autodesk support for over 7 years ? Autodesk blogger ? Live in Sheffield, UK ? Hobbies ? Walking ? 2011 Autodesk
- 6. About Me C Lee Mullin ? Autodesk support for over 7 years ? Autodesk blogger ? Live in Sheffield, UK ? Hobbies ? Walking ? Watching sports ? 2011 Autodesk
- 7. About Me C Lee Mullin ? Autodesk support for over 7 years ? Autodesk blogger ? Live in Sheffield, UK ? Hobbies ? Walking ? Watching sports ? Live music ? 2011 Autodesk
- 8. Who do we speak to in support? ? 2011 Autodesk
- 9. Who do we speak to? ? Calm customers ? 2011 Autodesk
- 10. Who do we speak to? ? Calm customers ? Angry customers ? 2011 Autodesk
- 11. Who do we speak to? ? Calm customers ? Angry customers ? Big customers ? 2011 Autodesk
- 12. Who do we speak to? ? Calm customers ? Angry customers ? Big customers ? Small customers ? 2011 Autodesk
- 13. Who do we speak to? ? Calm customers ? Angry customers ? Big customers ? Small customers ? Internal customers ? 2011 Autodesk
- 14. Who do we speak to? ? Calm customers ? Angry customers ? Big customers ? Small customers ? Internal customers ? External customers ? 2011 Autodesk
- 15. Who do we speak to? ? Calm customers ? Angry customers ? Big customers ? Small customers ? Internal customers ? External customers ? Intelligent customers ? 2011 Autodesk
- 16. Who do we speak to? ? Calm customers ? Angry customers ? Big customers ? Small customers ? Internal customers ? External customers ? Intelligent customers ? And less intelligent ? 2011 Autodesk
- 17. What do customers want? ? 2011 Autodesk
- 18. What do customers want? ? Answers ? Fixes ? FAST ? 2011 Autodesk
- 19. Why do they want answers? ? 2011 Autodesk
- 20. Why do they want answers? ? They cant find the answer easily ? 2011 Autodesk
- 21. Why do they want answers? ? They cant be bothered looking for an answer ? 2011 Autodesk
- 22. Why do they want answers? The answer isnt available ? 2011 Autodesk
- 23. How do we get answers? ? 2011 Autodesk
- 24. How do we get answers? ? Use a variety of resources ? Using the product ? 2011 Autodesk
- 25. How do we get answers? ? Use a variety of resources ? Using the product ? Help documentation ? 2011 Autodesk
- 26. How do we get answers? ? Use a variety of resources ? Using the product ? Help documentation ? Bug tracking systems ? 2011 Autodesk
- 27. How do we get answers? ? Use a variety of resources ? Using the product ? Help documentation ? Bug tracking systems ? White papers ? 2011 Autodesk
- 28. How do we get answers? ? Use a variety of resources ? Using the product ? Help documentation ? Bug tracking systems ? White papers ? Google! ? 2011 Autodesk
- 29. What do we want from Help Files? ? 2011 Autodesk
- 30. What do we want from Help Files? ? Reliable ? 2011 Autodesk
- 31. What do we want from Help Files? ? Reliable ? Up to Date ? 2011 Autodesk
- 32. What do we want from Help Files? ? Reliable ? Up to Date ? Searchable ? Lots of keywords, across geos ? 2011 Autodesk
- 33. What do we want from Help Files? ? Reliable ? Up to Date ? Searchable ? Lots of keywords, across geos ? Reusable ? For blogs, technical solutions ? 2011 Autodesk
- 34. What do we want from Help Files? ? Reliable ? Up to Date ? Searchable ? Lots of keywords, across geos ? Reusable ? For blogs, technical solutions ? Simple linking ? 2011 Autodesk
- 35. What do we want from Help Files? ? Reliable ? Up to Date ? Searchable ? Lots of keywords, across geos ? Reusable ? For blogs, technical solutions ? Simple linking ? Helping the customer to fish ? 2011 Autodesk
- 36. Be aware of the range of environments Terminology Varies Buildings Factory Ships machinery NAVISWORKS Cars Planes Oil Rigs ? 2011 Autodesk
- 37. What do we want from wikis? ? 2011 Autodesk
- 38. What do we want from wikis? ? Ability to change or correct it ? Youre not alone! ? 2011 Autodesk
- 39. What do we want from wikis? ? Ability to change or correct it ? Youre not alone! ? Feed back into the product ? 2011 Autodesk
- 40. What do we want from wikis? ? Ability to change or correct it ? Youre not alone! ? Feed back into the product ? Check statistics ? Search results ? Page hits ? Where from? ? 2011 Autodesk
- 41. What do we want from wikis? ? Ability to change or correct it ? Youre not alone! ? Feed back into the product ? Check statistics ? Search results ? Page hits ? Where from? ? Get meaningful feedback ? Add comment forms ? Add surveys ? 2011 Autodesk
- 42. What do we want for international users? ? 2011 Autodesk
- 43. What do we want for international users? ? Translated help files, technical translation ? 2011 Autodesk
- 44. What do we want for international users? ? Translated help files, technical translation ? Access to translations ? Include regional issues ? 2011 Autodesk
- 45. What do we want from tooltips? ? 2011 Autodesk
- 46. What do we want from tooltips? ? The how to rather than why ? Images ? Videos ? Internationally understandable ? Symbols or translations ? 2011 Autodesk
- 47. What do we want from videos? ? 2011 Autodesk
- 48. What do we want from videos? ? We want to use them! ? We want to explain concepts ? We want to put things in context ? 2011 Autodesk
- 49. What do we want from videos? ? We want to use them! ? We want to explain concepts ? We want to put things in context ? Need to be accessible to all ? 2011 Autodesk
- 50. What do we want from videos? ? We want to use them! ? We want to explain concepts ? We want to put things in context ? Need to be accessible to all ? Create playlists for workflows ? Perfect for installation and setup! ? Most popular page in support! ? 2011 Autodesk
- 51. What do we want from your extra knowledge? ? 2011 Autodesk
- 52. What do we want from your extra knowledge? ? You have lots of information ? Doesnt have to be formally presented or perfect just accessible! ? Wikis ? Specifications ? Tech notes ? Known Issues ? Searchable ? 2011 Autodesk
- 53. What do we want to do? ? 2011 Autodesk
- 54. What do we want to do? ? Do we have the answer? ? Can they find the answer? ? Can we find the answer? ? Can we send them the answer? ? We want to avoid this ? And more of this ? 2011 Autodesk
- 55. Me! Personal Twitter ramblings @leeroyb Work Twitter ramblings @navisworks LinkedIn - www.linkedin.com/in/lrmullin blogs.autodesk.com/beyonddesign lee.mullin@autodesk.com ? 2011 Autodesk
- 56. The end! ? 2011 Autodesk
Editor's Notes
- #3: Hi, Im Lee Mullin, Ive been the lead support technician for Navisworks for several years, starting in 2005. Im the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
- #4: Hi, Im Lee Mullin, Ive been the lead support technician for Navisworks for several years, starting in 2005. Im the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
- #5: Hi, Im Lee Mullin, Ive been the lead support technician for Navisworks for several years, starting in 2005. Im the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
- #6: Hi, Im Lee Mullin, Ive been the lead support technician for Navisworks for several years, starting in 2005. Im the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
- #7: Hi, Im Lee Mullin, Ive been the lead support technician for Navisworks for several years, starting in 2005. Im the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one
- #8: Hi, Im Lee Mullin, Ive been the lead support technician for Navisworks for several years, starting in 2005. Im the lead author of the Beyond Design blog, a resource for construction professionals using Revit, Navisworks and QTO.I live in Sheffield in the United Kingdom and my hobbies include promoting and watching live music, long walks in the country and watching sports like football and Formula one