In a previous post, we discussed the context gap—the difference in understanding between technology experts and technology users—created by innovation. One challenge in bridging this gap is the sheer volume of information available to technology users. When new users attempt to find their way through this vast ocean of information, they inevitably make poor choices. […]
Handling Information Overload Read More »
Last week, Denny and I attended the Acrolinx Content Connections conference in Los Gatos. It was a great conference. While Google I/O and Microsoft Build garnered larger audiences, bigger crowds, and more media coverage, Content Connections 2018 was the place to be for anyone involved in technical communications. While still under the radar, this conference
Artificial Intelligence in Tech Doc? Yes. When? Now. Read More »
Some of the smartest people on the planet have a blind spot: They routinely (and dramatically) underestimate the breadth and depth of their own expertise. As a result, Silicon Valley is needlessly littered with carcasses of now-defunct start-up companies once doing brilliant work that was mostly misunderstood. Such failures may be dismissed as being “ahead
When thinking about challenges facing our nation, our society, even our planet — I’m not convinced we need much more new technology to solve many of them. In fact, we may already have the technology we need to solve some of them. My last few posts have talked about the reasons why I joined Expert
A Bigger Idea. Much Bigger. Read More »
Way back in 2012, Doc Searls wrote a prescient book called The Intention Economy: When Customers Take Charge. In this book, Searls foretells a plausible API-enabled world where the power of individuals rises and begins to balance the power of much larger organizations like banks, corporations, and governments. An interesting and hopeful read, Searls starts
Unleash the API economy Read More »
Recent changes in how technology-based products are sold have raised the importance of technical communications. Effective technical communications, namely onboarding, training, and documentation, are now crucial to making the sale. Not that long ago, most IT hardware and software was sold directly by company salespeople or by salespeople working for channel partners. Marketing agencies produced
Game Changer: Your Product **Is** Your Marketing Read More »
Here it is! The 2018 Expert Support Calendar! Every holiday season, Expert Support creates a new calendar for our friends and colleagues around the world. To produce the calendar, we hold an annual company-wide contest where employees share their favorite photos, and from these, we choose one photo to inspire the design. This year,
Our Holiday Tradition Read More »
I am thrilled to announce that I’ve joined Expert Support Inc. as its new President. Expert Support is a professional services firm that provides technical communications expertise and support to a set of world-class clients here in Silicon Valley. I am excited to join Expert Support because of the considerable business benefits that become possible
The next big thing – for me, you, and everyone else, too. Read More »
We are in the process of selling our xs.com domain name. In anticipation of the sale, we are moving our internet presence to expertsupport.com. That includes our website and our email addresses. If you have a link to a URL in the xs.com domain, it should work to simply change the URL to use expertsupport.com.
xs.com is now expertsupport.com Read More »
We got the following message from a person who was a target of the scam. Someone from your company just called me & said your company was working on Windows’ clients whose computers were refusing patches & I was in danger of hacking. He wanted me to get on my computer so he could walk
Scam Alert – Unsolicited phone calls from “Expert Support” Read More »
It is a long established fact that a reader will be distracted by the readable content of a page when looking at its layout. The point of using Lorem Ipsum is that it has a more-or-less normal distribution of letters, as opposed to using ‘Content here, content here’, making it look like readable English. Many
Featured Image Post Read More »
It is a long established fact that a reader will be distracted by the readable content of a page when looking at its layout. The point of using Lorem Ipsum is that it has a more-or-less normal distribution of letters, as opposed to using ‘Content here, content here’, making it look like readable English. Many
Standard Blog Post Read More »