My work begins after customers have purchased your product or service: How will they learn to use it? Who will they call if they can’t? What if they need to work in another language?

Here’s what I do:

• Technical writing
• Product support management
• Social media strategy for service

For over ten years I’ve worked as a technical writer to create and edit traditional software end-user and service documents such as: release notes user guides, online help, white papers, FAQs, technical bulletins, technical support web sites, factory and field installation guides, presite, and troubleshooting procedures.

For the past for years I have worked as a product support manager, commercializing products from a service perspective. This involves defining a 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.

I’ve recently become interested in using social media to deliver customer service and support. I’m using this site to curate related resources, and am interested in working with companies reaching out to their customers via these channels.