Customers (was: Video vs The Written Word)
In my company, we have a saying:
"The customer never knows what he wants until after he has received what he
A certain military contractor makes good money from that process. They build to spec, and do not allow engineers or tech writers to even suggest that the spec is wrong. Eventually the military get what they ask for, and although the product meets spec, it does not work the way it really should have.
Next step is a new spec, and the contractor gets paid for writing it as instructed. Then comes the product built to the reworked spec. This process continues until the Pentagon runs out of money, or until the Universe self-destructs, whichever comes first.
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- Re: Customers (was: Video vs The Written Word), Gene Kim-Eng
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