Lily SongCSCF User Support Group

Nov. 8, 2012

When Staff is Away

Ask staff members

Documentation

“Reliability at least requires reliable hardware,

reliable software, and ready expertise to correct problems should they arise.”

Source:

“Reliability is fundamental.”

Source:

Our Reputation “It takes 20 years to build a reputation and five minutes to ruin it.

If you think about that, you'll do things differently. ”-- Warren Buffett

Why Not Enough Documentation Gets Written

Delegating technical writing frees up time for professional development.

Source:

Documentation Process 1) Interview: 8 technical things to know

2) Interview: help me flesh out the details

4) Apply documentation standards

3) First draft

https://cs.uwaterloo.ca/twiki/view/CF/DocumentationStandardsSurvey

Data Visualization

Documentation Process 1) Interview: 8 technical things to know

2) Interview: help me flesh out the details

5) Have another techie try it out

4) Apply documentation standards

3) First draft

https://cs.uwaterloo.ca/twiki/view/CF/DocumentationStandardsSurvey

Questions or Comments?

RecapSurvey results: we need more documentation.

Reliability is crucialto our service quality to our reputation

Time for professional development

Let’s start creating documentation.

Works Cited http://www.google.ca/imgres?q=computer+customer+service&um=1&hl=en&sa=G&biw=1344&bih=759&tbm=isch&

tbnid=EWJKlWBRGNEidM:&imgrefurl=http://fishercreativeconsulting.com/services/personal-technologist/&docid=1TY4zQSrCiHicM&imgurl=http://fishercreativeconsulting.com/wp-content/uploads/2012/02/Tech-Support-Shirt.jpg&w=440&h=371&ei=JMeWUI-tPMef2QWL_YDoAw&zoom=1&iact=rc&dur=248&sig=108136185164307334345&page=1&tbnh=131&tbnw=133&start=0&ndsp=20&ved=1t:429,r:14,s:0,i:111&tx=72&ty=57

http://images.google.ca/imgres?q=documentation&hl=en&biw=852&bih=700&tbm=isch&tbnid=1fKOiLJ11mY-aM:&imgrefurl=http://www.vuidesign.net/making-documentation-useful.htm&docid=VNzGr1NrcCewPM&imgurl=http://www.vuidesign.net/wp-content/images/documentation.jpg&w=1280&h=853&ei=w-uXUPnHB4OfyAH7hIDQBQ&zoom=1&iact=hc&vpx=447&vpy=194&dur=4380&hovh=184&hovw=276&tx=115&ty=92&sig=108136185164307334345&page=1&tbnh=140&tbnw=224&start=0&ndsp=12&ved=1t:429,r:1,s:0,i:135

http://images.google.ca/imgres?q=documentation&hl=en&biw=1344&bih=759&tbm=isch&tbnid=1fKOiLJ11mY-aM:&imgrefurl=http://www.vuidesign.net/making-documentation-useful.htm&docid=VNzGr1NrcCewPM&imgurl=http://www.vuidesign.net/wp-content/images/documentation.jpg&w=1280&h=853&ei=hn6aUJXtDoO9yQHo4YGoAQ&zoom=1&iact=rc&dur=371&sig=108136185164307334345&page=1&tbnh=139&tbnw=264&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:135&tx=105&ty=38

http://images.google.ca/imgres?q=happy+customer&hl=en&biw=1344&bih=759&tbm=isch&tbnid=ePlfAZPhCGK9eM:&imgrefurl=http://www.launchanswersnow.com/productlaunchblog/product-launching/product-launching-with-event-based-marketing/&docid=8rXz6oOsolEhoM&imgurl=http://www.launchanswersnow.com/productlaunchblog/wp-content/uploads/2010/09/happy-customer.jpg&w=300&h=199&ei=qX6aUMrwOYG3ygHgp4DgAw&zoom=1&iact=rc&dur=263&sig=108136185164307334345&page=2&tbnh=151&tbnw=229&start=29&ndsp=33&ved=1t:429,r:22,s:20,i:261&tx=164&ty=68

http://images.google.ca/imgres?q=happy+customer+computer&hl=en&biw=1344&bih=759&tbm=isch&tbnid=f5w_YUOIytrIrM:&imgrefurl=http://www.nemodesigns.com/blog/nemo-designs-now-offers-office-365-2/&docid=P840oYnFZEDn6M&imgurl=http://missionviejolife.org/wp-content/uploads/2012/04/happy-kid-at-computer.jpg&w=430&h=311&ei=v36aUJLyGKP8yAHar4GQCQ&zoom=1&iact=hc&vpx=405&vpy=154&dur=43&hovh=192&hovw=264&tx=171&ty=124&sig=108136185164307334345&page=1&tbnh=141&tbnw=196&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:69

Works Cited http://images.google.ca/imgres?q=too+little+time&hl=en&biw=1344&bih=759&tbm=isch&tbnid=y-eGqsn0TWbI3M:&

imgrefurl=http://notesfromtheintern.wordpress.com/category/work-2/applying-for-jobs/&docid=SJxsFY5rWk7xrM&imgurl=http://notesfromtheintern.files.wordpress.com/2011/02/too-much-to-do-too-little-time.jpg&w=507&h=338&ei=EuyXUKDPI8O-yQGZ64C4BA&zoom=1&iact=hc&vpx=204&vpy=162&dur=2865&hovh=184&hovw=276&tx=232&ty=104&sig=108136185164307334345&page=1&tbnh=148&tbnw=243&start=0&ndsp=24&ved=1t:429,r:0,s:0,i:66

http://images.google.ca/imgres?q=clark+kent+superman+transformation&hl=en&biw=852&bih=700&tbm=isch&tbnid=u6suIEDguKlswM:&imgrefurl=http://www.retrojunk.com/content/article/7026/index/&docid=0oCRG0RJoRmnyM&imgurl=http://image.retrojunk.com/e73_dbd7904a74.jpg&w=400&h=300&ei=Xn-aUM2wM4POyAGa1YGoBg&zoom=1&iact=hc&vpx=370&vpy=154&dur=225&hovh=156&hovw=207&tx=182&ty=103&sig=108136185164307334345&page=1&tbnh=128&tbnw=167&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:69

http://images.google.ca/imgres?q=tech+support+superman&hl=en&biw=1344&bih=759&tbm=isch&tbnid=55z6Em06pOfVUM:&imgrefurl=http://www.merchantcircle.com/business/Tech.Support.Inc.540-629-7504/picture/view/2638662&docid=iRwgdUW7Zf2ILM&imgurl=http://media.merchantcircle.com/32852180/tech%252520support%252520superman%252520person%252520photo_full.jpeg&w=300&h=252&ei=d3-aULmzKeeSyQGHnYG4BA&zoom=1&iact=rc&dur=165&sig=108136185164307334345&page=1&tbnh=144&tbnw=172&start=0&ndsp=24&ved=1t:429,r:0,s:0,i:66&tx=124&ty=89

http://www.brainyquote.com/quotes/authors/w/warren_buffett.html https://cs.uwaterloo.ca/cscf/decisions/principles https://cs.uwaterloo.ca/twiki/view/CF/StaffStuff