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- By Michele Marques, Associate Manager - Information Design and Development

 

It's supposed to be spring, but this morning it snowed in my neighborhood! As I might not get a chance to work in the garden this weekend, I thought instead that I'd prune my list of links and share some with you.

 

 

 

The postings in this blog are my own and don't necessarily represent BMC's opinion or position.

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- By Michele Marques, Associate Manager - Information Design and Development

 

Sarah O'Keefe described a scenario in which Support and Technical Communications entered an antagonistic race to produce the information that each thought was most useful.

 

Does this information race really happen anywhere? Perhaps. But I think that there's a place for Support and Technical Communications to both produce information without getting into a race!

 

How do you find the right information?

As Sarah pointed out, Technical Communications often produces lots of information in PDFs. At BMC, we produce PDFs for guides, white papers, release notes, technical bulletins, and other documents. That information is only helpful if people can find the information.

 

Support produces internal documents. At BMC, Support (and other people) produce external documents in the form of Knowledge Articles. These articles are often intended to answer specific information needs.

 

Unlike the situation that Sarah describes, where information from different groups is segregated, BMC customers can search our knowledge base to find results from both knowledge articles and product guides.

 

For your organization, you can use BMC Knowledge Management, part of BMC Remedy IT Service Management Suite, to build a knowledge base that pulls in information from multiple sources. Knowledge workers can cooperate, instead of getting into an information war.

 

Is technology the answer?

Technology alone won't solve your information war. You also need to start building a culture of collaboration. Support and Technical Communications can work together!

  • Support can let technical communicators know what challenges customers are facing.
  • Support can review the guides and let technical communicators know where there are gaps.
  • Technical communications can share information with Support about upcoming releases. They can help Support find the latest information.

 

Are there other ways that Support and Technical Communications can work together?

 

The postings in this blog are my own and don't necessarily represent BMC's opinion or position.

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