RE: Yahoo has no staff tech writers

Subject: RE: Yahoo has no staff tech writers
From: "David Cooper" <david_cooper_consulting -at- sympatico -dot- ca>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 9 Oct 2002 08:36:58 -0500

"I worked at a company once that charged for technical support (as well as
for training), something that is becoming more common. Technical support was
seen as a profit center. What I realized about this is that when a company
uses this business model, there is absolutely no incentive whatsoever to
improve the products' usability. Meanwhile, customers and users suffer."

I'm imagining a bunch of VPs sitting around the boardroom table:

VP A: I have a great idea that will improve the usability of our product
10-fold. It'll knock your socks off.

VP B: Whoa, hold on there, cowpoke. Tech support has been raking in the
dough as a direct result of our crap interface. Are you sure you want to
destroy all that?

VP A: Right, right...ok. Next item on the agenda?

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