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| 8 Steps to Successfully Managing your Documentation Projects |
| Step 1: Scope the Project (continued) |
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| Audience & Goals |
| Your materials won't be effective if you don't know your audience - including their experience, level of expertise, and learning objectives. |
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Manuals & training materials intended for entry level employees will be different than those for experienced technicians. |
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Salespeople don't need to understand all the technical details of the product or service they will sell, and technicians can excel in their duties without honing their phone communication or negotiating skills. |
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Owner’s manuals for your customers will be written from a different perspective than internal documents geared towards your employees. |
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How much technical information, if any, do you want to impart to your end users? There may be safety & liability issues if you encourage customers to try to fix your product themselves. |
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| What purpose do you want to fulfill with your materials? |
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You may want to tell employees about your products’ features, or provide them with quick reference guides to help them troubleshoot problems for customers over the phone. |
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Perhaps you want to train your salespeople how to sell, or your CSRs how to handle customer complaints. |
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Or, your documents could be HR-related, such as company benefits handbooks, rules of conduct, dress code policies, etc. |
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