RE: Surveying the customer (was Numbered headings)

Subject: RE: Surveying the customer (was Numbered headings)
From: "Beilby, Margaret" <MBeilby -at- ebuilt -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 20 Sep 2001 11:20:04 -0700

<<Such formatting-type questions are frivolous; a lot of customers would
skip these questions, and are a matter of opinion which you're likely to get
inconclusive results from in any case.>>

In my job we ask the client all sorts of questions including questions about
formatting. We've found that if we don't ask, we have to redo work later.

For example, I am in the process of writing a system maintenance and
operations guide for a customer who has requested that all documents
delivered be in Word files with "little or no formatting." The reason: the
client needs to merge this document with others that are already in an
established format. This customer also provided us with a list of specific
information that needed to be included in the documentation. The customer
went through the outline and the first draft and deleted whole sections that
I thought needed to be there.

The customer owns the application and the documentation we are developing,
so who am I to argue. (I did try to convince them otherwise but no luck. ;-)
My preference would have been to deliver the document fully formatted in
FrameMaker files. Given the technical nature of the document, I would have
also included more information than the client requested.



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