TechWhirl (TECHWR-L) is a resource for technical writing and technical communications professionals of all experience levels and in all industries to share their experiences and acquire information.
For two decades, technical communicators have turned to TechWhirl to ask and answer questions about the always-changing world of technical communications, such as tools, skills, career paths, methodologies, and emerging industries. The TechWhirl Archives and magazine, created for, by and about technical writers, offer a wealth of knowledge to everyone with an interest in any aspect of technical communications.
On Wed, 24 Mar 2004 13:12:41 -0800, while chained to a desk in the
scriptorium, cm -at- writeforyou -dot- com ("Chuck Martin") wrote:
> $"Edwin Dahlquist" <Edwin -dot- Dahlquist -at- asu -dot- edu> wrote in message
> $news:233477 -at- techwr-l -dot- -dot- -dot-
> $| Finally, one of the most important conceptual leaps a TW can make is to
> $| understand that the "customer" is different from the "end user;" TWs write
> $| satisfy the person who pays them to write, not necessarily to illuminate
> $Sam or
> $| Suzy Homemaker about the proper procedure for using a DVD remote. Write
> $for the
> $| customer, not the end user, and most problems disappear.
> $And who will pay the costs or additional technical support and lack of
> $repeat business when you don't document for the end user?
I think this just brings in a sales issue.
The guy who is the customer is the guy who is paying us to write the
There may be a very big difference between what the customer wants, and
what the customer needs.
The customer may want low cost documentation to bring a software project
in under budget and on schedule. Think fast turnaround with little or
no SME review and minimal editing.
What the customer needs may be a more expensive solution that helps the
end users use the product--cutting down on support costs.
As professionals, we need to be able to distinguish between what the
customer wants and what the customer needs. If there is a significant
difference, we need to be able to persuade the customer that our
proposed solution is more cost effective in the long run. That and
persuading the customer that we are the best people to provide the
ROBOHELP X5 - ALL NEW VERSION. Now with Word 2003 support, Content
Management, Multi-Author support, PDF and XML support and much more!
Now is the best time to buy - special end of month promos, including:
$100 mail-in rebate; Free online orientation on content management
functionality; Huge savings on support and future product releases;
PLUS Great discounts on RoboHelp training. OFFER EXPIRES March 31!
Call 1-800-358-9370 or visit: http://www.ehelp.com/techwr-l
You are currently subscribed to techwr-l as:
archiver -at- techwr-l -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.