Making a critical notice stand out

Subject: Making a critical notice stand out
From: "Catherine Arthur" <carthur000 -at- sympatico -dot- ca>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 2 Apr 2003 10:02:51 -0500


Hi Everyone,

The company for which I work manufactures precision instrumentation, that
includes firmware that periodically needs new revisions that the user can
upgrade at their site.

We have an upgrade to send out that is very important for the customer to
install, as they may otherwise encounter a failure that leaves their
instrumentation inoperable. It can be fixed if there is a failure, but they
would have to ship it back to the factory instead of upgrading in the field.
For equipment that is already at the customer site, we are sending out email
notifications. It becomes trickier with new instrumentation that is sent out
that already includes the fix. However, the customer may have peripherals
that also need to have their firmware upgraded.

We normally send out release notes with a shipment, and I can put a big
warning at the beginning to emphasize the importance of doing the upgrade to
peripherals. Do any of you have experience with this? Did the customer
read/notice the information in the release note, or did you send out a
separate, impossible-to-be-missed notice? What made the notice
impossible-to-be-missed?

Our customers are largely researchers, typically in universities. A
significant percentage of our customers are outside of North America.

Thanks,

Cathy Arthur


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