RE: Re: "If the docs are too good..."

Subject: RE: Re: "If the docs are too good..."
From: "Gene Kim-Eng" <techwr -at- genek -dot- com>
To: cm -at- writeforyou -dot- com, techwr-l -at- lists -dot- raycomm -dot- com
Date: 18 Feb 2004 18:33:07 GMT

It would be a good idea to make sure there isn't a point
before opening a possible can of worms. A great many
products these days are built on the "value added" plan,
in which the customer initially receives the entire SW
build, but only the necessary instructions to perform
certain basic functions, then is sold additional training,
instructions, setup consultation, etc., to be able to use
"more advanced" ones. This accomplishes serveral goals:
it reduces the out-of-box cost for customers who only
want the basic functions or who are experienced "power
users," reduces costs for the company by eliminating the
need to manage "optional modules" that used to be sold
separately, and allows companies to bring in additional
revenue by offering services that some of the competition
(for example, offshore companies) would have more
difficulty matching or by partnering with those who do.
An example of this that most people here will be familiar
with is FrameMaker, which comes with all of its functions
enabled but whose documentation is almost never enough to
enable a first-time user to be very productive; most
new users shell out their $799.00, and before too long
end up buying books or taking classes, all of which put
additional revenue into Adobe's pockets, either directly
or indirectly. Of course, if you know that your company
*isn't* working to such a plan and your SME is just trying
to shine you on, you can mention the enormous costs the
company is running up providing free support to irate
users who can't figure out how to use their product due
to documentation that is very far from being "too good."
But first, make sure the smoke that will be rising isn't
coming from your backside being burned.

Gene Kim-Eng

------- Original Message -------
Wed, 18 Feb 2004 09:46:41 -0800 Chuck Martin?wrote:

"And your point is?"

Then sit back and watch the smoke rise....

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