Re: Writing Corrective Actions for customers?

Subject: Re: Writing Corrective Actions for customers?
From: Keith Hood <klhra -at- yahoo -dot- com>
To: techwr-l List <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Sat, 19 Apr 2008 18:03:39 -0700 (PDT)

Acting in my unofficial capacity as career skeptic and
corporate minefield victim...

They want you to write the letter instead of the tech
who did the correction or the manager who was in
charge of things? Call me paranoid, but I think
something stinks. Sounds to me like you're being set
up to take a fall if something doesn't work out. I've
been a technical writer for 15 years, and this is the
very first time I've ever heard of a TW being used as
a communications layer in a tech support situation.

Anything you can tell the customer would be second
hand at best, and you certainly are not as well versed
in what went on as the people who dealt with it
directly. They may be trying to set up a situation
where anything in the letter that isn't accurate or
that doesn't tell the customer what he really needs to
know can be blamed on you "not understanding" things.

Before you ask any other questions, you really need to
ask yourself and your boss why are you being inserted
between the customer and the people who have the
genuine information on the situation? Since when did
CRM become a tech writer's job?

The truth probably lies somewhere between my take on
the matter and what Geoff posted. I admit my thinking
about work usually tends toward the ugly end of the
spectrum, but I've fallen jobwise off the ends of odd
situations too many times.

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Writing Corrective Actions for customers?: From: Geoff Hart

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