Those of you with a technical product, let’s talk documentation!
At Perch our customers range from experienced PHP developers, through to the majority who are good front-end developers but not so experienced with PHP, then through to a sizable group who don’t really know HTML and CSS all that well.
The docs have to help them all, and while a lot of people cite our documentation as being great, we sometimes get in quick succession one customer telling us how terrible our docs are and another singing their praises.
Perch does require that you know HTML, so we make that basic assumption in the docs. The people who tell us our docs are terrible tend to be those who rely on a wysiwyg editor for HTML and really aren’t our ideal customer. However there is still a huge difference between customers, and even just in terms of how people learn. I believe there is nothing more annoying than having to watch a video to get info - and yet our videos really cut down support so I know many people find them useful!
In the light of the support discussion this week I just wondered if anyone had found certain things to really help in terms of writing docs for a range of users, or just had used some docs they thought were great. Perhaps some of you just starting out are wondering how best to provide support material?
I don’t see a lot of people talking about documentation and yet doing it well can really cut down the support burden for a small company.