What users are looking for (hint: FAQs)

I spent last week researching support and learning management systems, working on a documentation delivery schedule for the rest of the year, and responding to a few complex support cases.

Those support cases, along with some comments from other users, have made me rethink my opinion of FAQs. Maybe it’s more accurate to say that this feedback is pushing me in a direction that I’ve been trying to avoid, while I knew that I was fighting the inevitable.

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Why you shouldn’t do it all

Responding to my post about startups vs. large companies, Anindita Basu asked, “I am curious why you don’t recommend stepping up and taking on as many things as we can (when in a small company).”

Not too long ago, I would have replied that it’s exactly what you should do. I would have explained that it’s important to try to do as much as possible because that’s how you establish and maintain your relevance and authority in your company.

But that’s the wrong answer. Doing that will lead to burnout, frustration, and disappointment. Let me explain…

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Responding to Craft vs. Commodity

Connie Giordano has an interesting take (and a reader poll) on technical writing as a craft vs. a commodity. She’s writing something of a rebuttal to my post about the same topic. When I checked before posting this, the results were tilting towards “Tech writing is a hybrid profession,” slightly ahead of “Heck yes we’re craftspeople!” I voted for “hybrid” even though I’m not entirely sure what that means. But I think it’s closer to my argument.
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You should work for a (small||large) company because…

When I was talking to people at the Write the Docs conference, I had a couple of interesting conversations with people who were weighing the costs and benefits of moving from a large company to a small startup. I prefer working for smaller companies, but I’ve been through this decision process a few times, and I’ve seen the good and bad of both large and small companies.

I can’t tell you much about being a contractor, though. I’ve only dabbled in it, and all I can tell you is that it made my tax returns slightly more confusing.

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