Category: Case Studies

Facebook Faux Pas Number One: Error Messages Only A Programmer Could Write

By Scott Abel, The Content Wrangler Error Messages – Facebook error messages are not only frustrating, many of them are absolutely useless wastes of bits and bandwidth that fail to provide users with sufficient information to understand what happened to cause the error, nor what they can do to fix it. Facebook could seriously use some help from experienced technical writers who understand user assistance. Example: “Sorry, you cannot add any more friends or fan pages without removing some first.” My personal Facebook page is very popular. My Facebook friends interact with me — and with each other —...

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Talk About ROI! Reusing 3,500 Content Chunks in 65,000 Places

A recent article entitled A Manufacturer Finds 65,000 Ways to Reuse Content (Doug Henschen, Intelligent Enterprise) makes the case for the return on investment possible from content reuse. The article briefly examines Siemens Building Technologies publishing efforts and their struggle to produce “thousands of print and online documents to help employees, business partners and customers install, operate, maintain and troubleshoot its products.” According to Seimens, after getting used to their XML-based authoring approach, they now have quadrupled productivity with fewer resources and achieved a return on investment sure to satisfy corporate bean...

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