My name is Kevin Barefoot, and I am a technical writer and product support manager who operates Barefoot Consulting, a freelance business that helps Vancouver-area software companies plan and manage documentation and support. I hold a degree in writing from the University of Victoria, and for the past ten years worked at Creo and then Kodak as a technical writer and product support manager where I ensured that software products met business goals by managing service through the stages of alpha, beta, and production. I have spent significant time learning from and helping customers, and defining an overall support plan covering areas such as: service risks, tools, and profitability; beta programs; end of life or migration; documentation; training; translations; call reporting; and maintenance requirements. Lately I’ve become interested in using social media tools to deliver service and support. You can reach me at kevin at kevinbarefoot dot com.