90% doc accuracy results in Company Losses (was When is it right to be wrong?)

Subject: 90% doc accuracy results in Company Losses (was When is it right to be wrong?)
From: Stephen McDermott <Stephen -dot- McDermott -at- PREMERA -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 6 Feb 2002 09:06:16 -0800

A good example of why it is imperative to be 100% accurate is AT&T's recent
transition of Excite -at- home customers...

It is an understatement to say this transition did not go smoothly for most
in the western US.

It took two weeks to finally connect 90% of the people to their networks.
AT&T finally had to acknowledge that it was "encountering difficulties"
after previously stating that they had 100% connectivity days after the
service transfer. Well, the press was NOT kind when consumers (rightfully)
started complaining. So, AT&T gave a 2:1 service reimbursement, doubling
their loss. I make no mention of lost customers, as DSL providers were
quick to take advantage of AT&T's weakness.

The problem? A 90% accurate document (the procedure for customers to follow
on switchover).

Even after following the provided instructions verbatim with customer
service reps holding their hands (figuratively) on the line, users could not
connect. One final step was omitted. The customer had to release their old
and obtain their new IP addresses using winipcfg.

For some on this list, this must seem a no brainer. For those thinking
that, consider this: the same instructions assumed a user needed to be told
how to reach the Control Panel in Windows (Start>Settings>Control...).
Now imagine your target audience.

That's one procedure I hope a technical writer did not write.

Steve

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Did you know you can get RoboHelp certified?
To learn how, visit http://www.ehelp.com/techwr. Be sure to also check out
our special pricing offers and promotions for RoboHelp 2002.

---
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: Word and Numbering
Next by Author: RE: New TECHWR-L Poll Question
Previous by Thread: Re: Software License?
Next by Thread: Hiring Practices (was: Re: Inventing verbs)


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

Sponsored Ads


Sponsored Ads