Re: Writing Corrective Actions for customers?

[Michael West <WestM -at- conwag -dot- com>]

Cheers,
Mike

Michael West
Technical Communications
GS - IT
Connell Wagner Pty Ltd

Office: 03 8683 1015 
Mobile: 0407 485 228


Ned Bedinger wrote on 22/04/2008 05:29:45 PM:


> [...]The tyrany is in the assumption that calling it a letter makes it 
just a 
> letter. Consider, in the litigious States where I live, a major 
> drive-through fast-food chain was sued royally for serving their coffee 
> too hot--a hapless motorist got scalded when the coffee spilled on his 
> shirt, and while no other damage occured, he sued and the jury awarded 
> big bucks.[...]

That's why tech communicators have a review and approval process as part 
of their development cycle. And if litigation is a concern, it would be 
foolish not to have the correspondence vetted by a company director or 
legal officer.

In the case you mention, it wasn't the poor moke who ran the coffee 
machine that had to cough up big bucks. If he or she was following 
procedures, no blame attaches, and if not following procedures, the worker 
can be disciplined but not made liable for damages unless willful and 
intentional harm can be proven.

By the way, I'm a US citzen and lived there for 50 years.

--
Mike West
Melbourne, Australia
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