Chapter 4: Technical Writing Skills for Support Professionals

What is a form?

A predefined document that contains text or graphics users cannot change and areas in which users enter data.

Which of the following uses everyday language to ask users questions and interpret their answers?

CBR

E-mail is typically used to do which of the following?

Conduct satisfaction surveys

Today, service desk analysts are relied upon to do what?

Develop procedures that can be used by customers.

A feasibility report explores the viability, risks, and benefits of a proposed project such as implementing a new system or offering a new service. It also explores possible alternatives.

False

A good resolution should describe things to attempt when diagnosing incidents or responding to inquiries.

False

Case-based reasoning is a searching technique which can include search operators and connecting words such as AND, OR, and NOT.

False

Good writing skills are no more important for service desk analysts today than they were ten years ago.

False

Information are raw facts that are not organized in a meaningful way.

False

Like e-mail, IM allows you to send a message even if a recipient is not online.

False

One best practice to follow when improving your writing skills is to always use the passive voice.

False

Over the next few years, Internet, e-mail, and IM technology will become more popular and will replace the phone as the primary means for a customer to contact the service desk.

False

Since IM provides many of the capabilities of an incident management system, service desks are expanding IM communication with customers.

False

Typically, customers benefit from self-services, while service desk analysts do not.

False

When entering data into text fields in an incident management system, standard terms for words are not necessary. As long as you use synonyms (i.e., monitor, screen), other analysts will understand what you mean.

False

When writing for a global audience, it is best to avoid acronyms, which are groups of words whose meanings are different than the meanings of the individual words.

False

____ is the application of information along with people's experiences, ideas, and judgments.

Knowledge

Which is a factor that is causing companies to look more closely at using chat to communicate with customers?

Reducing the overall cost of delivering support. Increasing the efficiency of analysts through the use of simultaneous chat sessions. Satisfying and retaining customers who demand alternatives to the phone.

Fuzzy logic is a good searching technique to use when conflicting information exists or no match is present.

True

Symbols, such as "*" , used to convey feelings are called emoticons.

True

In which instance will customers most likely use IM technology?

When they have questions that need to be answered before they order a new product.

____ is a uniquely human characteristic and generally deals with the future.

Wisdom

Who is responsible for maintaining a knowledge management system?

a knowledge engineer

A ____ is software used to manage the content of a Web site.

content management system

Which of the following works well for entry-level analysts and involves a structure of questions and possible answers designed to lead an analyst to a solution?

decision trees

A(n) ____ is a Web site that can be accessed by the general public but requires a password to gain entry to all or parts of the site.

extranet

Clicking what might open a pop-up window with a definition, instructions, or a still picture?

hyperlink

A(n) ____ is a Web site that cannot be accessed by the general public.

intranet

If one resolution can be used to solve many incidents or service requests, it is referred to as a ____.

one-to-many relationship

Which type of report typically provides an assessment of the current environment, a description of items that will result in an improved environment, and recommendations?

requirements report

When writing technical documents, varying word choice is appropriate, as the variety keeps the reader focused on the information being given.

False

Which is an example of a technology used to enable self-service for customers?

Using Web technology to order a product.

Which is a self-service typically offered via a Web site?

A solutions database that customers may use to solve incidents on their own. Online forms to submit incidents and service requests. A link to live text chats with service desk analysts.

Most successful service desk analysts develop one type of writing that is appropriate for the skill and education level of all of their customers, coworkers, and management.

False

Which is true of online chat and IM?

They are instantaneous

Why are knowledge management systems beneficial to service desk analysts?

They help improve analysts' problem-solving skills.

17. One advantage of service desks developing standard resolution formats is that it allows analysts with varying skill levels to obtain information at the level of detail that they need.

True

A procedure is a step-by-step detailed set of instructions that describes how to perform a task.

True

Accurately recording incidents in the incident management system is increasingly important, as service desks are now providing their customers with the ability to check the status of outstanding tickets.

True

Some organizations adopt a commercially available ____ which provides guidance on topics such as punctuation and grammar usage.

style guide

Which type of narrative is commonly used in technical writing?

third-person

Since resolving an incident via e-mail typically takes two to three exchanges, service desk analysts must use common sense when communicating with customers via e-mail.

True

The challenge with keyword searching is that keywords must be indexed to be located and an exact match must be found.

True

Which is correct when writing e-mails to customers?

Use a meaningful subject line

When creating a FAQ, phrase the question in the way that customers do when they contact the service desk; then explain the answer in language that customers can understand.

True

When using e-mail, IM, and chat messages to communicate with customers, service desk analysts should be as clear and concise as possible and messages should convey a positive, friendly tone.

True

Which is true?

Try to strengthen the impact of your writing by saying how good, how bad, or how fast something is, instead of just saying that something is good, bad, or fast.

What is a template?

A predefined item that can be used to quickly create a standard document or e-mail message.

It is important to remember that although e-mail is an easy way to communicate with customers, it does not provide many of the capabilities that an incident management system provides.

True

Since readers want to acquire information quickly, use numbered sequences or lists arranged in a logical order when writing technical documents.

True