As we head into a new decade it seems only days since we worried about the millennium bug causing havoc among our IT equipment. Since the turn of the century, the digital revolution has taken off and we now spend much of our time tweeting, blogging, using forums, searching wiki's and interacting with our virtual social networks.
So can organisations embrace these technologies in their product and service documentation? The answer for forward thinking organisations is yes, although caution will need to be exercised.
Social Networks
Social networks offer users a sense of belonging, and as such can be useful in providing customers with product and service news and updates. However care has to be taken with regard to the comments posted on such sites - anything written will reflect on your organisation.
Wiki's and Forums
Forums have long since been a source of support for many IT users. They allow issues to be posted and subsequently answered by fellow users and/or experts. Wiki's can work in a similar manner - giving a wealth of knowledge to your users. However, answers are often slow in coming, and can on occasion be misleading. Consequently, such media should be monitored by company experts to ensure your customers are not being left unsupported.
So what is the answer?
As we move forward it is likely that a combination of media will be required to give individuals the best user experience. New technologies combined with more traditional methods of communicating such as Internet based online help and paper quick start guides will ensure that your product documentation meets the needs of every user. However, as more methods of delivery are utilised, the need for the sensible re-use of information will become imperative.
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