Say Goodbye To Lackluster Help Content

Doug Bolin   March 7, 2009

the-beatles-help_germany

A transatlantic plea for assistance. (via)

What does it take to achieve Best-in-Class status for online user assistance and support content? This post gathers together some key insights gleaned from a survey of recent research studies—with a focus on a (proprietary and pricey) Aberdeen Research Report—as well as professional experience.

But first, what does it mean to be Best-in-Class? Let’s define it here as scoring high, 90% or better, on key performance indicators like meeting project completion dates, staying within cost targets and keeping translation costs under control. Then add in factors like evaluative data from customer satisfaction surveys and results from content user testing for ease of use, relevance and comprehension to complete the scoring matrix.

So here’s what these Best-in-Class organizations have in common.

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Product Manuals Never Make the Best Seller List

Jared Kelleher   March 5, 2009
knight-rider-dashboardMichael Knight never met a product manual he didn’t like. (via)

“Put the user manual online,” she said.

Easy enough; PDF the manual, drop it on the site, and users can download the new, in-car technology manual—all 114 pages.

In-car technology has come a long way since I bought my first car. My ’76 Plymouth Volare wasn’t technological at all—unless you count the indestructible Slant Six engine—which seemed more a response to the oil crisis and market crashes, than technological advancement.

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Scatter/Gather is a blog about the intersection of content strategy, pop culture and human behavior. Contributors are all practicing Content Strategists at the offices of Razorfish, an international digital design agency.


This blog reflects the views of the individual contributors and not necessarily the views of Razorfish.

What is content strategy?

Oooh, the elevator pitch. Here we go: There is content on the web. You love it. Or you do not love it. Either way, it is out there, and it is growing. Content strategy encompasses the discovery, ideation, implementation and maintenance of all types of digital content—links, tags, metadata, video, whatever. Ultimately, we work closely with information architects and creative types to craft delicious, usable web experiences for our clients.

Why "scatter/gather"?

It’s an iterative data clustering operation that’s designed to enable rich browsing capabilities. “Data clustering” seems rather awesome and relevant to our quest, plus we thought the phrase just sounded really cool.

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