Essential Writing Skills To Support Web Self-Service  

Are you relying on web self-service content to enable customers to answer their own questions?  To reduce the number of phone calls you and your staff must handle?  To stem the flow of e-mail?  If so, you need to know how to write e-mail and self-service content that is predictable, clear, and easy to follow.  If you can write well, the online help you provide will be the backbone of self-service initiatives, not a graveyard for small bits of information. 

In this course you'll learn about the three components that are at the center of web self-service: knowledge-base entries, FAQs, and “canned,” or prewritten e-mail responses. You'll build the essential writing skills needed to write these three crucial components.  You'll learn how to develop guidelines for writing knowledge base entries and how to write entries that help both technical and non-technical users.  You’ll learn how to write FAQs that provide a complete answer and how to organize FAQs for ease of use. You’ll also learn how to write and use canned e-mail responses that really answer the customers' questions.

 Course Length: one day