How do you create and update remote support documentation?

1 Identify your audience and purpose

Before you start creating or updating remote support documentation, you need to know who will use it and why. This will help you tailor your content, tone, and format to suit their needs and expectations. For example, if you are writing for novice users, you might want to use simple language, screenshots, and step-by-step instructions. If you are writing for advanced users, you might want to focus on technical details, code snippets, and troubleshooting tips. You also need to consider the purpose of your documentation, whether it is to provide general information, guidance, or solutions.

2 Choose the right format and tools

Depending on your audience and purpose, you might want to use different formats and tools to create and update remote support documentation. Some common formats are text documents, PDFs, web pages, videos, and interactive tutorials. Each format has its advantages and disadvantages, so you need to weigh them carefully. For example, text documents are easy to create and edit, but they might not be very engaging or interactive. Videos are more dynamic and visual, but they might be harder to update or search. You also need to choose the right tools to create and update your documentation, such as word processors, screen recorders, video editors, or online platforms.

3 Follow the best writing practices

Regardless of the format and tools you use, you need to adhere to best writing practices when creating and updating remote support documentation. This includes using clear and concise language, avoiding jargon, slang, or ambiguous terms, and defining acronyms and technical terms when first used. Additionally, using active voice and second person makes documentation more direct and personal. To make your information easier to scan and read, use headings, subheadings, lists, and tables. Furthermore, incorporating images, videos, and screenshots helps illustrate points and show examples; however, these should be relevant, clear, and updated. Lastly, maintain a professional and coherent look with consistent style and formatting. Follow a style guide or create your own; use the same fonts, colors, sizes, and alignments throughout your documentation.

4 Test and review your documentation

Before you publish or share your remote support documentation, you need to test and review it to ensure its quality and accuracy. You can test your documentation by following the instructions or procedures yourself or asking someone else to do so. This will help you identify any errors, gaps, or inconsistencies in your documentation. You can review your documentation by checking the spelling, grammar, punctuation, and syntax of your text. You can also ask for feedback from your peers, managers, or customers. This will help you improve your documentation and make it more user-friendly.

5 Update your documentation regularly

Creating remote support documentation is an ongoing process that requires regular updates. These updates might be necessary when there are changes in products, services, or systems you support, new features, issues, or solutions arise from their use, or new feedback from customers or colleagues. To update your documentation effectively, you should track the changes and updates that affect it using tools like version control systems or change logs. Additionally, scheduling and performing regular reviews of your documentation with calendars, reminders, and checklists is key. After making the necessary changes and updates to your documentation with editors, validators, or converters, you should test and review the updated documentation with the same methods and tools.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?