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Technical Documentation as Decision Support System

We wish we’d come across this post when it was first published, but better late than never. The article –  The Real Docs Need is Decision Support – by Mark Baker on his Every Page Is Page One blog describes how decision support provides a means of...

If My Diagnostics Guides Ain’t Broke, Why Fix ‘Em?

Ironic isn’t it that technical organizations are sometimes the ones that have the greatest mental blocks against replacing manual processes with automation. And in this case, we actually mean “manual” processes – namely the diagnostics procedures from the user...