How many of us refer to the trusty documentation on the Wi-Fi router before dialing customer service. I am guessing a unanimous NO! However, if the customers are not reading the manuals, it has got to be the tech support group which does. This in turn says a lot about the company's documentation. Listed below are a couple of changes you can incorporate in the documentation process - Discover what users are seeking Why go for usability if nobody reads the manuals? What is the point? Instead customers should be questioned on what they want. They should be contacted via a call/personal visit/ email to gauge their needs. Alternatively, questions at the end of a troubleshooting call are also a great option. Concise Quick Reference Guides How about trying to develop one-page manual; it is not Read more [...]