Release notes, customer support and product managers

Subject: Release notes, customer support and product managers
From: "Carrie Baker" <carriebak -at- gmail -dot- com>
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Wed, 10 Jan 2007 20:17:42 +0200

I wrote Release notes for a product which has a number of components
and therefore a few Product Managers. They approve the information
about the new products, a list of relevant bugs and limitations, and
approve what is finally written.
When complete, I sent to a distribution list that included customer
support manager.
I was surprised when he told me that he had last approval of these RN
(I have been doing them for a few years and never came across this).
He sent them to his staff and got comments, I discussed what I got
with the PMs and implemented what they thought appropriate. I then
mailed him indicating which points the product managers had not wanted
to include and why.

Today I get another mail from the cust support manager originating
from one of his staff, "cc"ed to the whole world (i.e. my boss, his
boss and chief Product Manager), complaining why I had not implemented
all of x's comments, why y product did not have any bugs listed, and
why there were not enough pictures (the 2 there were at the managers
insistence)! (I had already related to the first 2 of these issues in
an email to the Customer support manager).

I feel that the Release notes turned into a free for all. As far as I
am concerned the Product Managers have final approval for this
document. I can't take comments from all and sundry. What do you
suggest I do to prevent this happening next time?

I thought of emailing the Product Managers boss directly, who had not
taken kindly to the idea of cust. support approving the document
(although they do have good ideas), and requesting that all customer
support comments should be sent directly to the PMs and not me,
thereby making them "more" responsible for the final content.
What is your opinion?

Carrie Baker
carriebak -at- gmail -dot- com

WebWorks ePublisher Pro for Word features support for every major Help format plus PDF, HTML and more. Flexible, precise, and efficient content delivery. Try it today!

Create HTML or Microsoft Word content and convert to Help file formats or printed documentation. Features include single source authoring, team authoring,
Web-based technology, and PDF output.

You are currently subscribed to TECHWR-L as archive -at- infoinfocus -dot- com -dot-
To unsubscribe send a blank email to techwr-l-unsubscribe -at- lists -dot- techwr-l -dot- com
or visit

To subscribe, send a blank email to techwr-l-join -at- lists -dot- techwr-l -dot- com

Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit for more resources and info.


Previous by Author: Re: Tips on Getting Hired
Next by Author: Computer Assisted Translation: Don't do it
Previous by Thread: Re: Documenting the user interface
Next by Thread: Re: Release notes, customer support and product managers

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

Sponsored Ads