Check out The ROI of user documentation: you could break even if you avoided 3 support calls per week  by Ellis Pratt. Here is an excerpt:

We’ve been experimenting with another spreadsheet for calculating the Return on Investment (ROI) on User Assistance. We wanted to look at: how many support calls an organisation needs to have resolved by users reading the Help content instead of calling Support, before it starts to see a return…

The full article is available here.

Check out Eager or Anxious by rogersgeorge. Here is an excerpt:

Here’s a pair of words that a lot of people get wrong. First, the comic (he gets it wrong).

Both anxious and eager refer to anticipating something in the future, but they are different in an important way:

Eager means looking forward to something with pleasure

Anxious means looking forward…

The full article is available here.

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ICC 2016 Las Vegas (March 7-9) is the one content strategy event specifically designed for marketing practitioners. Our goal is the movement away from the copy/paste mentality of most marketers, toward a format-free, modular and single-source approach to content creation and distribution.

We’ll be offering courses ranging from beginner to advanced, served to you from the leading practitioners, consultants and authors from around the world. So whether you don’t have a clue where to start (we have you covered there) or are looking to optimize your already wicked content strategy, we have an ICC session for you.

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The original video is available here.

Check out Slang by rogersgeorge. Here is an excerpt:

While we’re discussing specialty words (see the last two posts), here’s another: slang. Slang is characterized by informality, and it typically has more to do with popular culture than any specialty. Some slang becomes a normal part of the language, some fades away. One of my favorite bloggers,…

The full article is available here.

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