LugIron Software

Can Documentation Drive Sales? on Aug 6, 2009 in Technical Writing User Engagement User Experience CustomerEngagement Documentation TechnicalWriter TechnicalWriting UserEngagement UserExperience Can good documentation drive sales? Yes, I think it can. What? You think I’m crazy? Well, not only do I think good documentation can have a positive impact on customers in need, but I’m also convinced that good documentation can have a po...

An Unexpected Example of Social Documentation on Jul 28, 2009 in Content Strategy Customer Support User Engagement User Experience CustomerEngagement CustomerSupport Documentation TechnicalWriting UserExperience Unfortunately, the Entrepreneurship Gods decided that when you build a new software company that you must spend an uncomfortable amount of time in PowerPoint. I’m not one to complain, but lately I’ve been spending too much time boiling th...

SEO Matters When You’re Publishing Documentation on Jul 23, 2009 in Content Strategy Customer Support User Experience CustomerEngagement CustomerSupport Documentation DocumentationSucks HelpCenters SocialCustomerSupport TechnicalWriter TechnicalWriting UserExperience It is now commonly accepted that Search Engine Optimization is important when you’re publishing online. After all, if a search engine doesn’t index your content well then the vast majority of people will never see it. Search engines like...

Whoops! D-Link Forgot the Documentation on Jul 9, 2009 in Content Strategy Customer Support Technical Writing User Experience DocumentationSucks TechnicalWriting UserCenteredDesign UserExperience D-Link is releasing a new router and David Pogue wrote a review (free registration required) in his weekly column. Unfortunately for D-Link, it's probably not the kind of review they were hoping for.

Identity and Authority. Why the Foundation of Documentation is Changing. on Jun 22, 2009 in Content Strategy Technical Writing User Communities User Engagement CommunityBuilding CustomerSupport Documentation TechnicalWriter TechnicalWriting Last week I attended the Web Content 2009 conference in Chicago. I found the conference informative and entertaining. I was glad to see useful content about an emerging and troubling issue: the identity crisis of the technical communicator. However,...

Identity and Authority: Why the Foundation of Documentation is Changing on Jun 22, 2009 in Content Strategy Technical Writing User Communities User Engagement CommunityBuilding CustomerSupport Documentation TechnicalWriter TechnicalWriting Last week I attended the Web Content 2009 conference in Chicago. I found the conference informative and entertaining. I was glad to see useful content about an emerging and troubling issue: the identity crisis of the technical communicator. However,...

Old Media, Technical Writers, and the Evolution of Documentation on Jun 4, 2009 in Technical Writing User Communities User Engagement CommunityBuilding Documentation TechnicalWriter TechnicalWriting UserEngagement I’ve previously discussed the evolution of technical writing and documentation on this blog, in fact that’s one of the primary topics I tend to orbit around. Regular readers will by now understand my fundamental belief that technical writ...