Recognizing the Value of User Assistance

WritersUA has been using the tagline of “Better UX through Better UA” for many years, perhaps since the late 1980s and early 1990s when they were known as WinHelp Writers. (It’s too long ago to trust my memory on this fact. Joe Welinske, president of WritersUA, could probably help me out.)

For the uninitiated, “UX” means “user experience” and “UA” means “user assistance.” What is user assistance? Wikipedia defines it as:

“a general term for guided assistance to a user of a software product. The phrase incorporates all forms of help available to a user. Assistance can also automatically perform procedures or step users through the procedure, depending on the question that the user asked. The term is broader than online help, and includes procedural and tutorial information.” (1)

I like the general Wikipedia definition especially the phrase “all forms of help available to a user.” Our best customers understand the benefits of making an investment in quality UA to improve their customers’ experience. They don’t want to overburden their technical/customer support teams; reduce the bottom line; or risk damage to the company’s reputation if their customers are not happy. Anyone who purchases electronics with technical documentation translated into Chinglish or Japanglish has experienced these frustrations first-hand.

In terms of TRA360, user assistance includes our technical documentation and learning & development practices. Let me know if can help YOU.

Notes

(1) http://en.wikipedia.org/wiki/User_Assistance

(2) Ibid.

FierceBiotech: The Biotech Industry’s Daily Monitor

The tagline of FierceBiotech is “The Biotech Industry’s Daily Monitor” and they deserve it! It is a gold mine of information for anyone who works in the biotech, pharmaceutical, and medical device industries. And, for medical writers, medical communicators, and regulatory writers, the resources are amazing. There are 8 microsites within FierceBiotech, each with a specific focus in the biopharma universe. With news, features, events, eBooks, white papers, and webinars, they’re got pretty much all your content needs covered. (As an aside, FierceMarkets Network has more than 30 websites.)

What’s the best way to absorb all this information and use it on your job? I think the best approach is to go to FierceBiotech and take a look around. Once you’ve spent some time there, pick the kinds of media that are most useful to you and how you want to get it. Would you rather use an RSS feed to get links to articles of potential interest in your newsreader? Do you prefer to receive an e-newsletter or daily post? How about just bookmarking the website and using it as a resource like Wikipedia? All of these methods are possible and many more. You decide.

Do you know of other valuable resources for biotech and pharma professionals that you’d like to share?

FDA and Life Sciences Relationship: PwC’s Improving America’s Health V

Starting in 1995, PricewaterhouseCoopers (PwC) has surveyed the life sciences industry on its working relationship with the US Food and Drug Administration (FDA), its chief regulatory agency. This year’s fifth survey produced mixed results for industry and the FDA. See the PwC press release for more information.

Among the six key findings described in the Executive Summary, four seem especially important for regulatory writers (1):

  1. Despite complex scientific, economic and political changes, the relationship has improved; but problems remain. 78% of respondents said that the agency’s guidance documents have increased industry’s understanding of FDA’s expectations. I know from first-hand experience that this has been a major initiative by the FDA over the past 3-4 years. FDA personnel regularly speak at events sponsored by the Drug Industry Association (DIA) and Regulatory Affairs Professionals Society (RAPS), two of the largest professional organizations for regulatory writers and regulatory personnel. However, problems persist as 30% of respondents saw no change in the agency’s approval process over the last two years, and more than 60% said that the FDA changed its position during their review. Working with a number of biopharma customers at TRA360, this is a consistent issue and one the agency needs to address. Better training, oversight, and assessment seem like valuable areas for improvement.
  2. FDA approval process lags in both scientific and technological advances. Industry feels that the agency is not keeping up with technology, something we hear from our customers, vendors, and regulatory consultants all the time. Part of this is the usual industry-government divide, but in my opinion, both parties need to work harder to bridge the gap. Joint initiatives have been underway for years, but more creative solutions are needed.
  3. More frequent, open and clear communications could benefit both sides. After 10+ years as a regulatory professional, this is no real surprise. Industry needs to do a better job at scheduling meetings with FDA—pre-submission and end-of-phase—and FDA needs to be more proactive in requesting them. And FDA needs to work hard to standardize submission requirements throughout the development process, especially in the endgame when delays or failures are more expensive.
  4. Opportunities abound to improve America’s health. Increased collaboration between industry and the FDA are essential here, especially with regard to the agency’s high stakes, all-or-nothing approach to drug approval. Based on my experience, regulatory professionals can be key players in successful outcomes here.

Overall, I found PwC’s Improving America’s Health V an insightful survey, rich with important data for biotech, pharma, and medical device companies, regulatory professionals, regulatory writers, medical writers, and medical communicators. The complete findings of the study and a podcast on the report are available for download at: http://www.pwc.com/us/fdasurvey.

(1) Improving America’s Health V, http://bit.ly/ekbSxf, page 3.

The Content Wrangler

Have you ever heard of Scott Abel or his website The Content Wrangler? If not and you’re a technical documentation or social media pro, start reading. Better yet, bookmark the site and subscribe to the RSS feed. You can also sign up for the e-newsletter, follow Scott on Twitter, or join his Facebook community.

I rely on The Content Wrangler for blog posts, podcasts, and archives on technical documentation. They keep me up-to-date on content management strategies and technologies, using social media in the enterprise, DITA for technical writing, and lots of other important topics. Scott’s opinions are direct and no-holes-barred. A recent post entitled “Facebook Faux Pas Number Two: A User Experience Only Programmers Could Have Devised” is a perfect example.

Scott’s been at this game for a while—his blog archives date back to September 2002—so his experience is deep and wide. While you might not always agree with his opinions, you’ll always receive enough information to make sound business decisions.

Do you need help in wrangling your own content? Contact Valentina Rosa for advice.