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

 

The end of the year is approaching, and it's time to review some of the highlights. What were some high points for your year?

 

Meeting customers in person

Information developers on my team all love to meet customers. We get a chance to find out what's important to them - from a documentation, product, and business perspective. This year, I was fortunate to attend WWRUG (worldwide Remedy users group). I spent some time evangelizing the new documentation wiki. I attended sessions and found out about challenges that matter to customers.

 

More interaction with customers

My team created a documentation wiki, which has been part of the BMC Remedy ITSM Suite beta for a forthcoming release. The entire team is now more engaged with our customers. Beta customers have been leaving comments in the wiki. My team is thrilled to get feedback, and they are working to improve the documentation experience.

 

Most popular blog posts

I write blog posts to communicate with you. Comments and  feedback via other channels (such as Twitter and FaceBook) help me judge the relevancy. My other statistic is the number of page views.  The top spot goes to Where's the value in release notes? Other popular posts include What role can Twitter play in technical communication? and How do we get users to lookg at help?

 

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

 

When I created guides and help files, I was usually anonymous.  The corporation was the official author.  However, when I author information on a wiki, people can see my name. Wikipedia articles show the same corporate authorship (Wikipedia) when viewing the article - but if you look at the history of an article, you can see who has made the changes. Customers looking up information at the BMC documentation wiki, can see who authored each topic.

 

Do you look to see who is the author or an article or topic? Do you follow any authors?

 

I'm not used to seeing names next to technical documentation, but in social media (such as BMC Communities, Twitter, and various blogs), I definitely pay attention to people, and I follow people who have something interesting to say. Someone's name isn't enough, unless that person is a celebrity or I know them from some other context. I learn about people from their articles, tweets, and posts. 

 

I also learn more about people by checking their profiles.  In a recent Tuesday Tip, Matt Laurenceau describes how you can complete your BMC Community profile to let people know more about you - and how to contact you.

 

How do you learn about the people who you meet through social media?

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

from Michele Marques to Everyone:

Danny - http://docs.bmc.com/docs/display/itsm77 is a direct link to the ITSM Suite beta wiki space... you must login with your Support ID ... you don't have access, you can send me email (michele_marques@bmc.com), and I will arrange for you to get access. 

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