Other variations of self-serving support also include PB's Knowledge Base (a public facing knowledge article repository searchable by google) and Product Documentation Pages on our website. FAQ's can always be beneficial within Product Documentation, on Product Documentation Web pages, or under any Get Support link within our Knowledge communities or the SDM , etc. Do note that if all self-serving avenues are exhausted that we still do have a great team here to provide Tech Support on our Data Products ;-)
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Chris Mabey
Director - AMER Tech Support
Pitney Bowes Software and Data Solutions
White River Jct., Vermont
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Original Message:
Sent: 09-04-2019 03:56
From: Andrew Bell
Subject: What about the Product Documentation?
We will certainly add that link in.
Plus we should have links included to the SDM and for Map Explorer
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Andy Bell
Director
Global Data Product Management
Pitney Bowes Software & Data
Leeds, UK
Original Message:
Sent: 09-03-2019 07:55
From: Tom Gilligan
Subject: What about the Product Documentation?
@Andrew Bell that's a great checklist for a Data Product. - perhaps in the "how to get product support" ideally we can also include links to the Knowledge Communities to encourage the end user raise questions or make suggestions about using the products so we can open a 2-way dialogue with the user.
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Tom Gilligan
Pitney Bowes Software, Inc.
White River Junction, VT, USA
Original Message:
Sent: 09-02-2019 05:47
From: Andrew Bell
Subject: What about the Product Documentation?
Good supporting documentation is critical for data, it should contain all important metadata and context to help an end user get full value from the data product they are using. Product documentation should contain some essential features.
- What the product name is
- Document and product version
- Detailed description of the product and it's variants
- How to get started with the product
- How to get product support
- File structures
- Data dictionary
- Glossary and acronym explanations
- Copyrights
- Appendices containing relevant supporting information
- An associated set of release notes with notable changes, fixes and know issues
The documentation should also be supported with a set of product statistics that include coverage and attribute fill rates.
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Andy Bell
Director
Global Data Product Management
Pitney Bowes Software & Data
Leeds, UK
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