knowledgebishop
24p11 comments posted · 0 followers · following 0
12 years ago @ MindTouch, Inc. Blog - We're Pleased to Annou... · 1 reply · +2 points
12 years ago @ SmartBlog On Leadership - 11 ways to build trust... · 1 reply · +1 points
13 years ago @ Seek Omega - Why Every Company Need... · 0 replies · +1 points
I'm honored to be listed alongside Robert and the five other evangelists. (RJ and I are already friends, but I'm now following all of the others - I know will learn rapidly from each.)
It's true: I am quite proud to work at Symantec. SYMC has been honored as one of the “World’s Most Ethical Companies," which means a great deal to me. Specifically, I admire the contributions we make toward protecting families: https://onlinefamily.norton.com
Thank you for honoring Symantec by including me here!
Tristan Bishop
13 years ago @ MindTouch, Inc. Blog - The Strategic Technica... · 1 reply · +2 points
I'm so glad you've taken the time to share this with me. Like you, I have a personal and burning commitment to our shared customers, and I'm determined to give them the absolute best! I'm thrilled to know I have yet another like-minded partner in that quest.
I am certain that customers are increasingly using text-based methods to communicate. (Even my mother has started communicating with me via SMS!) And the data backs up your claims. Text-based support channels have been gaining share every year. Self-service support is a huge part of that and your content is the key to winning. I've read our content and believe you and your team have some of the strongest writing skills in our organization.
In addition, the way social media has taken off, we really do have untapped uses for your considerable skill and passions. I like your idea of building community. If we can leverage the documentation to create brand advocates, we'll really be on to something.
I'd like to hear your ideas in person. As you have opportunity, please book a slot on my Calendar. I'm specifically interested in your thoughts on how we can increase customer satisfaction and reduce customer care expenses (or at least redeploy savings to higher-impact activities). Any industry data you have is welcome, as well as examples of competitors that we should examine.
I believe that authentic leaders lead from WHO they are, not WHERE they sit. That's why impressed with your vision and gumption. I look forward to a powerful partnership on behalf of our customers.
Your partner, leader, follower and teammate,
Mark's CEO
13 years ago @ MindTouch, Inc. Blog - It's Not Your Product,... · 1 reply · +1 points
You are a bold man and I admire your passion for the issue, even if I don't agree with every conclusion.
In defense of my technical writing peers, I truly don't think documentation quality is the root issue. "Poor documentation" would describe content that is unclear, ambiguous and unhelpful. I feel that today's techcomm content is usually of excellent quality.
That said, I'm in total agreement that we now rely on obsolete delivery channels. Even if branded content is superb, when customers can't find it, they quickly choose user-generated content instead. The tragedies of ineffective content delivery channels are severe: customers become frustrated, the brand loses touch point opportunities and technical writers gradually lose professional relevance.
I was struck by the comment that no one is reading the "appalling documentation site." I suggest that said "documentation site" rarely exists at all. Much like the airline example from your LavaCon presentation, corporate web real estate is controlled by competing constituencies. Documentation is seldom viewed worthy of prominent presentation.
So I would say, perhaps the rebuke should be - "Why on earth isn't your brand offering a usable documentation site?" I think you're right to be pushing this point, and encourage you to continue to make the case, as high up in corporate hierarchies as possible.
Customers truly want to read compelling effective content. We have to persevere until we "Make it So"
Tristan
13 years ago @ Seek Omega - Are Content Strategist... · 1 reply · +1 points
13 years ago @ N2Growth Blog - What If Leadership Was... · 0 replies · +1 points
13 years ago @ MindTouch, Inc. Blog - The 10 Step Strategic ... · 0 replies · +2 points
13 years ago @ mobilisms.com - Mobile In Numbers: The... · 0 replies · +1 points
13 years ago @ MindTouch, Inc. Blog - The Top 10 Best Techni... · 1 reply · +4 points