RE: Advocating Documentation and Support

Subject: RE: Advocating Documentation and Support
From: "Michele Marques" <marquesm -at- autros -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 8 Mar 2001 14:22:21 -0500

I see a few messages on this thread debating whether customers should have
to pay for user manuals.

There are a number of approaches to have it both ways - to include the
documentation as part of the product, but still make a profit from it.

(1) Include at no extra charge only electronic copies of documentation and
charge for people who want to order a printed manual.

(2) Include only one copy of the documentation and charge people who want to
order additional sets. If your software is meant to be used by many people,
then your customers may want additional document sets, especially if not all
users are at the same location.

(3) A variant of #1 - even if you provide printed manuals for the initial
purchase, only provide electronic copies of documentation for upgrades and
charge for ordering a printed manual.

Having worked at companies practicing #2 and #3, I can tell you that it
feels great when customers are ordering additional copies of the

Michele Marques
Technical Writer,
Autros Healthcare Solutions
marquesm -at- autros -dot- com

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