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Monday, May 16 • 9:45am - 10:30am
Frenemies: Tech Comm and Tech Support Working Together

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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.

avatar for Rick Lippincott

Rick Lippincott

Senior Technical Writer, Analogic
Hardware technical writer from the mid '80s, STC member since the early '90s. STC Associate Fellow, former President of Boston and New England chapters, current member of the Community Affairs Committee and Nominating Committee.

Monday May 16, 2016 9:45am - 10:30am PDT
Grand C/D