By discovering and exploiting the folksonomy in your customer’s head, you can help them be more comfortable with your products by speaking their language about your products.
Excellent article by my friend, Sharon Burton (@sharonburton). I suspect I know who the speaker is that she is referring to, and I would venture to guess, like Sharon, that the speaker was limited in her time to mention what Sharon covers in this article. In short, I agree that both taxonomies and folksonomies need to be considered when writing content. It’s not an easy task–I admit that I don’t keep both of them in mind necessarily when I write, but I can definitely see how it’s important to utilize both in documentation, especially when writing on a global level.
See on www.sharonburton.com