STC Summit 2016

Technical communicators and tech support teams work toward the same goal: improving the customer experience. Their methods, however, are very different and sometimes they may feel more like competitors than cooperators. Tech Comm may be frustrated that they aren’t alerted to known documentation problems or frequently asked questions. Tech Support may feel frustrated when documentation does not address errors or when it changes without notification. Failures to communicate, a lack of coordination, organizational structure, and a concern that helping one group could lead to job losses in the other are all reasons that lead to problems between the groups This session addresses the problems, and suggests possible ways to overcome them.