Skill #6: Bridging the Gap Between Documentation and Support
Documentation and Support teams share a common goal: to give customers the information they need to get the greatest value from a product.
But despite a shared goal, consistent communication rarely follows.
The result: tech writers missing out on content-rich customer feedback, thus, as our guest Neal Kaplan phrases it, “creating documentation in a vacuum.”
In this episode, you’ll learn how to bridge the gap between Documentation and Support, including how to:
- build rapport with your Support team.
- use the relationship to create better documentation.
- measure the efficiency of your documentation.
The Show Notes:
Creators and Guests
Host
Jacob Moses
Jacob Moses is the founder and original host of The Not-Boring Tech Writer podcast, which he launched in 2016 to celebrate tech writers and push back against the stereotype that technical writing is boring. He studied technical communication at the University of North Texas, and his first gig out of college was as a tech writer at Rainmaker Digital (formerly Copyblogger Media). Since then, he's carried the skills and values he cultivated as a tech writer into community development and real estate. Today, Jacob is owner of Care Block Development, a real estate development company that acquires, rehabs, and manages historic buildings in Denton, Texas. Pairing historic preservation with thoughtful improvements, Care Block honors the culture of the neighborhoods in which it works to create lovable places for the people it serves. He's also the owner of Sardinha, a premium tinned seafood pop-up pushing premium tins in Denton. If you need a tinfish plug in Denton, Jacob is your guy.
