"Social Documentation" -- Cool but Problematic
I hadn't heard of the term "social documentation" before, but it describes the Twitter responses, video replies, and other social media formats that support centers use to provide responses to technical problems customers ask about. This post by LugIron shows an example of a video response. The problem with social documentation is that, if it's not incorporated into the documentation, the support center will have to respond again -- and again and again. So while it may seem powerful and make the customer feel like a king, a better solution that benefits the rest of the customer base would be to update the documentation (and perhaps include a video in the documentation) and send the customer that link. Maybe they're already doing that.
About Tom Johnson
I'm a technical writer based in the Seattle area. In this blog, I write about topics related to technical writing and communication — such as software documentation, API documentation, visual communication, information architecture, writing techniques, plain language, tech comm careers, and more. Check out simplifying complexity and API documentation for some deep dives into these topics. If you're a technical writer and want to keep on top of the latest trends in the field, be sure to subscribe to email updates. You can also learn more about me or contact me.