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RE: Are we giving the right kind of support to end users?
A skilled technical writer takes the information from the subject matter experts and renders it in the context of the average user. When documentation is originated by an engineer or a programmer, they often assume that all users will have their background knowledge and will naturally know the steps they don't write down or will understand the technical jargon the insiders use. It's my job to ferret out those nit-picky little details and get them into the documentation for the folks who need them.