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Are you responsible for documentation of a product or workflow? Are you struggling to meet documentation requirements? Is the documentation you do have outdated or redundant?

While documentation may not drive revenue, most recognize it as necessary for user adoption. Not providing complete and accurate technical information increases technical support costs. As product complexity increases, so too does the cost of technical support.

Your documentation might include marketing copy, proposals, training materials, user guides, or work instructions. Without effective technical communication, people ignore new features and procedures.

When a function is not performing well, you might consider one of three choices; outsource, automate, or improve. Increasingly, we need a combination of these, especially when considering knowledge work, but this can lead to complexity.

The challenge is to add information management capacity while controlling quality costs. Self-service promises rapid identification and correction of defects, but this typically requires dedicated resources if you are to preserve clarity.

We are building a collaborative writing platform for knowledge management. The difference between customers, employees, and vendors has become ambiguous. A new model for authoring information is necessary. It’s a many-to-many relationship.

We have worked for over three years to help small family businesses. Frankly, adding to their overhead is hard to justify even with measurable improvement. Managed services offer these businesses an alternative to costly solutions.

Our managed knowledge base service for customer support and employee engagement will change the way people think of small business. Sign up for updates at Manysource.com.

This material is based upon work supported by the National Science Foundation (NSF) under Grant No. IIP-1416066. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of NSF.