In his 2002 textbook, Efraim Turban defined customer service very simply: "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." If you agree with this concept, then according to our draft definition of integrated technical communication, customer service and technical communication are inextricably intertwined. However, a trip through the Techwhirl discussion list archives, shows that technical writers in the last 20 years often complain of the difficulty in writing for audiences they never get to meet. This week's poll looks at the roles we can or do have in customer service. We want to know if practicing technical communicators are actively involved in planning customer experience or service strategies, which would seem to be an excellent use of our particular skill sets. Continue reading ...