Later this week I’ll be sitting down to talk to some people. Some very important people as it happens.

Yes, I’ll be talking to some customers.

I’m slightly ashamed to admit this is the first time I’ll have done this, formally at least and I’m not quite sure what to expect. The main thrust of the conversation is to go over some feedback we received, and I’ll be highlighting what we’ve done to address some of the issues they raised as well as pointing out some of the other good stuff we’ve done.

However, the real reason I’m setting this up isn’t really to go through their feedback, although that’s been very useful, it’s more about opening a line of communication.

Like many, we struggle to get access to our audience so this is a real step forward, I’m positively excited.

The real challenge will be repeating this, and ultimately I’m hoping it leads to some form of customer forum, but first things first.

I’m in the midst of interviewing to fill a vacancy for a technical writer in our team. I’m also thinking ahead as to how to get them integrated into how we do things. And then I remembered what we have done previously.

“Hello, welcome to our wonderful company. Here is a copy of the software, and the installation guide. Go!”

OK, it’s not quite like that but it is a good opportunity to check over a part of the documentation that is crucial but can be neglected.

Product installations come in all shapes and sizes, from those simple wizard driven screens to systems which require all manner of pre-configured and pre-installed supporting applications. The latter can be the trickiest as often there is a myriad of possible, valid, scenarios, and can lead to a lot of presumption.

Regardless, the installation is the first time the real users get to get their hands on your product and so it’s a good place to get reviewed by the closest person you’ll have to a new customer. A new member of your team.