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…
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…
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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,…
Check out If the Reader Gets it Wrong, the Problem is with the Instructions by rogersgeorge. Here is an excerpt:
With that title to this post, and this Baby Blues comic, I hardly need to say more…
…but I will: If you write instructions, always test them.