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Subject: RE: [dita] Integrate support for management of customer/technical support case content in DITA?
Hi,
There is a proposal, placed many years ago, from the Machine Industry SC for troubleshooting content (number 13018): "Troubleshooting / Diagnostics proposal". The ongoing work on the troubleshooting proposal 13097 is very much covering
the needs from a machine industry perspective from my point of view. So maybe the proposal 13018 can be withdrawn.
But I guess there is a need for the Machine Industry SC to look into the current 13097 proposal and communicate any additional requirements, for example support for FMEA.
Br,
Jonatan
From: Rob Hanna [rob.hanna@Innovatia.net] Sent: Sunday, April 01, 2012 10:32 PM To: Jonatan Lundin; dita@lists.oasis-open.org Subject: Re: [dita] Integrate support for management of customer/technical support case content in DITA? The DITA TechComm subcommittee is working on developing a solution for troubleshooting content that will go a long way to addressing the needs of the technical support community.
In the meantime, you may want to look at the IBM/DITA troubleshooting topic for guidance.
Cheers, Rob Hanna Senior Information Architect Knowledge Consulting - Innovatia Inc. +1 (506) 674-5660 http://twitter.com/singlesourceror
From: Jonatan Lundin [mailto:Jonatan.Lundin@citec.com]
Sent: Friday, March 30, 2012 04:31 AM To: dita@lists.oasis-open.org <dita@lists.oasis-open.org> Subject: [dita] Integrate support for management of customer/technical support case content in DITA? Dear OASIS DITA TC committee, I would like to submit an idea for future expansion of DITA, to also include support for management of customer/technical support case content.
The idea has been discussed here:
http://tech.groups.yahoo.com/group/dita-users/message/26142 and also to some extent here:
http://idratherbewriting.com/2012/02/02/a-reverse-approach-to-help-authoring-wri\ Technical communicators are actually answering questions, or that is what they should be doing and not describe features of a product etc. DITA
is used to manage answers and one (1) topic shall answer one question. In fact, technical communicators are predicting user questions, since many of us develop documentation before the product is launched to the market (and thus, at that time no questions
are asked). Just an idea. Best regards, Jonatan |
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