Wicked, Incomplete, and Uncertain: User Support in the Wild and the Role of Technical Communication

By Swarts, Jason

Reviewed in STC Techcomm Vol. 66, No. 3 by Avon J. Murphy

Wicked, Incomplete, and Uncertain hits on precisely the change that many of us face: the evolution away from set pieces of knowledge (often manuals) honed by technical communicators to up-to-the-minute information shared by communities of users seeking answers to problems unanticipated by product developers, with, seemingly, a lack of input by professional documenters. If you’re a technical communicator engaged in user support, you’ll want to grab a copy.

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