Edward is a Canadian-born Technical Writer based in Galway City, Republic of Ireland. In addition to content quality, he has a special interest in information navigation and retrievability. Among his favourite past times are mountain hiking, film making, and coffee drinking.

Tech Comm Whistleblower to write Useless Assistance column on techwhirl

Useless Assistance: Unwrapping Yuletide Frustration

The morning after Santa finishes that annual worldwide delivery, his toil is met with not only joy and laughter, but also sheer and utter frustration felt by those charged with assembling those holiday wishes-come-true. It should come as no surprise that Christmas Day is the 24-hour period when I observe the largest flurry of user assistance related Tweets. Continue reading ...

Tech Comm Whistleblower to write Useless Assistance column on techwhirl

Useless Assistance: A Window View on Frustration

I have possibly the most interesting window view in the tech comm world. From the comfort of my own swivel chair up on the second floor I have a first-hand, birds-eye view on the frustration people experience with poorly prepared instructions – looks of confusion, irritation, and panic, hands flailing in the air, heated conversations, and the abandoning of manuals to the perils of the wind. Continue reading ...