I suppose directly after she sent her mobile number to the entire world is as
good a time as any to introduce our newest team member to you, Donna Buskirk.
(Don’t go looking, I’ve already deleted the messages from the Quest & Yahoo
Donna is our new Content Developer and has taken over Melanie’s
responsibilities. She’s a great sport and we like her well enough so far that
we’ve (I’ve) been pretty comfortable teasing her though I’m sure she has her
limits. I intend to find them, even if it takes going public to do so.
There are a lot of new directions we’d like to take what we rather blandly refer
to as “Content” (“Knowledge,” “Training” and so on). We see the old style MS
Help systems as becoming a bit archaic and largely supplanted by sophisticated
search engines such as Google. Personally I’m a fan of short, poignant videos if
they are very well done.
On the other hand, many of you say that you get a lot out of our Help system.
And this does vary, according to demographics and country. We only have so many
resources to go around, and we do have some legal obligations to continue to
produce the older style docs. Is there a more effective way to release ‘Content’
and ‘Knowledge’ so that it helps people more? Are videos more accessible than
linear Help system pages? Is it worth trying to unbury content out in AskToad,
ToadWorld, the Yahoo Groups, the Quest Support/KnowledgeBase and so on, or are
people in this age much more likely to seek stream of consciousness solutions
which are more timely and relevant? Are there newer, more effective ways to
develop and get you the Help you need, in a more efficient manner? What can the
new media offer, and is there potential in giving users easier ways to provide
more direct Content to the Toad Community?
These and more are the questions we’ve tasked Donna with exploring in the months
and years ahead. We think she’s up to the challenge.