One of the core objectives of accurate, clear, complete and a good-quality product documentation has been to help reduce the support calls to the product helpdesk team. Traditionally, the writers and helpdesk teams have been working independently and primarily, the only overlap has been when helpdesk reports are shared with product program team to identify scope of improvement in the documentation.
But old order changes.
The New Order
Jonatan and Mark have made some interesting points in their comments at Jonatan’s blog post: What Does it Mean to Predict User Questions Following a Reversed Taxonomical approach?, where they talk about merger of technical writing and support teams.
The increasing acceptance of user generated content as a part of product knowledgebase has given another reason to many organizations, where the technical writers need to work closely with the helpdesk or support teams.