RE: documentation going away

Subject: RE: documentation going away
From: "McLauchlan, Kevin" <Kevin -dot- McLauchlan -at- safenet-inc -dot- com>
To: Connie Giordano <connie -at- therightwords -dot- com>, "techwr-l -at- lists -dot- techwr-l -dot- com" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Mon, 16 Jan 2012 13:04:36 -0500



> -----Original Message-----
> From: Connie Giordano
>
[...]

> If user
> experience really is the watchword for 2012, I suggest senior
> management is
> really a long way from understanding how it works and what it means to
> their product management strategy (including training sales people to
> explain the most basic features to someone who obviously is replacing
> older
> technology).

There's the first stumbling block. Ever notice that the people
in those forums who post the most - including those who post the
most useful info - are the ones who update really expensive phones
every few months?

I don't know how they do it. Most of them appear to have English
as a second language... even though they're blatantly North
American (in other words, their first language appears to be
street-glop). Can there BE that many drug dealers who buy and
use superphones and take the time to learn their intricacies?
I thought it was de rigueur to buy cheap pre-paid phones and
toss them after a couple of days of ... um ... transactions.

Oh. Wait. I answered my own question. The street-talkin'
dropouts who use the superphones aren't the dealers, and
they aren't BUYin' the phones, they're the customers,
and they're stealing the phones to pay for drug habits,
but they use them for a while before pawning them. Ah.

And late at night, when the buzz is fading, but not gone,
they haunt the Android forums to trash-talk the Apple
fan-boyz. And they AND the Apple fan-boyz sneer at the
Win-phone users.


> I'd be curious to see what the customer satisfaction levels are for
> products that limit their support to a quick start guide and community
> forums.
>
> I have no interest in joining a community forum for my phone, it is not
> the
> center of my world, and I'd rather spend what little time I have for
> visiting forums on topics that are more important to me (to each his
> own I
> guess).

I have to join them, sometimes, to steer conversations
toward whatever topic or problem interests me at
the time. Otherwise, not.

I don't know how many other consumers feel this way, but I'm
> pretty
> certain I'm not the only one out there. And this goes for all sorts of
> products, not just phones.

Apparently, though, however many there are of us, we're in
the minority.

-k

PS: I write for biz-to-biz and biz-to-government, where
documentation is still demanded.


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Follow-Ups:

References:
Re: documentation going away: From: Phil Snow Leopard
Re: documentation going away: From: John Allred
Re: documentation going away: From: Phil Snow Leopard
Re: documentation going away: From: Connie Giordano
Re: documentation going away: From: Gene Kim-Eng
Re: documentation going away: From: Connie Giordano

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