Documentation as a cost center

Subject: Documentation as a cost center
From: aschiff -at- factset -dot- com
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Tue, 23 Oct 2001 16:03:35 -0400


Janice Gelb <janiceg -at- marvin -dot- eng -dot- sun -dot- com> wrote:
(snip)
<<I have
already heard of other documentation people who have heard a
hint that they are regarded as a cost center rather than a
revenue producing area.>>
(snip)

Unfortunately this is true. However, in addition to indirect benefits
(reduce training costs, improve customer satisfaction, fewer/shorter
support desk calls), I believe documentation can also help generate new
revenue.

I regularly communicate with my company's director of sales to educate our
sales-force on how to use Documentation to help close sales. A lot of the
more tech-savvy salespeople are surprisingly tuned in to how documentation
helps sell a product. For example:

* Giving out specific product documentation to tech-savvy prospects who
"want more than the glossy marketing literature."
* Referring Trial users to online tutorials (to quote one sales guy, "the
fastest way to get training.")
* Teaching existing clients to browse through our Help system to read about
premium product offerings. More than a couple of clients have subsequently
called THEIR salesperson to ask for a trial upgrade, several of which led
to subsequent sales.

Anyone else have thoughts on how documentation can contribute directly to
revenue growth?

Abby Schiff
FactSet Research Systems
203.863.1593


^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Announcing new options for IPCC 01, October 24-27 in Santa Fe,
New Mexico: attend the entire event or select a single day.
For details and online registration, visit http://ieeepcs.org/2001

Your monthly sponsorship message here reaches more than
5000 technical writers, providing 2,500,000+ monthly impressions.
Contact Eric (ejray -at- raycomm -dot- com) for details and availability.

---
You are currently subscribed to techwr-l as: archive -at- raycomm -dot- com
To unsubscribe send a blank email to leave-techwr-l-obscured -at- lists -dot- raycomm -dot- com
Send administrative questions to ejray -at- raycomm -dot- com -dot- Visit
http://www.raycomm.com/techwhirl/ for more resources and info.


Previous by Author: Re: layoff stories
Next by Author: Reviewer of Doom (was: RE: Secretary Proofing Manuals?)
Previous by Thread: RE: Popups From Screenshots in Framemaker/WebWorks?
Next by Thread: Tech-Reading/Writing vs. Other Reading/Writing


What this post helpful? Share it with friends and colleagues:

Sponsored Ads


Sponsored Ads