The First Line of Support

Customer support costs account for as much as 60 percent of a high-tech company’s total costs. Documentation is the first line of support for most customers, and customers usually use documentation to find the answer to a problem they’re having. The inevitable result of poor or nonexistent documentation is that more people try calling the customer support lines for help.

Butow, Eric. Software Development Times (2006). Articles>Documentation>Software>Technical Writing

Five Questions to Ask Yourself While Creating a New Documentation Department

Being asked to take the reins of a brand new documentation department is a challenge that many professional technical writers relish, even though the training and development activities they participated in may never have prepared them for such a rewarding challenge. This article looks at forming a new documentation department and determining what's needed, when it's needed and what resources are available to help the new department carry out its mission.

Butow, Eric. Writing Assistance (2006). Careers>Management>Documentation>Technical Writing

Starting Your Business: Costs, Structures, and Pitfalls  

Sheds light on choosing a business structure and paying business taxes--and just may save you money and headaches.

Butow, Eric. Intercom (2004). Careers>Management

Five Questions to Ask Yourself While Creating a New Documentation Department

You're the manager of your company’s emerging documentation department -- and your work has just begun. To create effective documentation for your customers, you not only have to build a sound team, but also build working relationships with all other departments in your company.

Butow, Eric. TechCom Manager (2005). Articles>Management>Documentation