Re: RTFM? Really?

Subject: Re: RTFM? Really?
From: Gene Kim-Eng <techwr -at- genek -dot- com>
To: Karl Norman <kylesimmons0164 -at- gmail -dot- com>, techwr-l -at- lists -dot- techwr-l -dot- com
Date: Fri, 26 Sep 2014 09:34:39 -0700

I would never "insist" on writing a manual, or anything else for that matter. I just seek out opportunities where everyone involved already understands their need for whatever they're asking me whether I can do. If I'm going to have to convince management that they need to fund documentation or convince users they need to use it, I'll probably just pass on the job. I'm done being an evangelist for common sense.

Now, from a non-writer, big-picture business approach...

A lot of companies, especially in the software business, find themselves between a rock and a hard place when it comes to support. Consumers insist on buying the cheapest products they can find, then expect high end support for them. Well, TAANSTAFL. Either you pay for high end support, or you buy cheap and have to look for the answers to your questions on your own.

For companies not in that unenviable position, there are other options. HW/SW systems can be designed to walk the user through (think about your bank's ATM machine, for example), and complex, potentially hazardous systems often cannot legally be turned on in the first place without the operators being trained and certified.

As for video tutorials and user support groups, if lazy users won't RTFM, what makes you think they're going to view the videos or read the user forums...?

Gene Kim-Eng

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

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


Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit
http://www.techwhirl.com/email-discussion-groups/ for more resources and info.

Looking for articles on Technical Communications? Head over to our online magazine at http://techwhirl.com

Looking for the archived Techwr-l email discussions? Search our public email archives @ http://techwr-l.com/archives


Follow-Ups:

References:
RTFM? Really?: From: Karl Norman

Previous by Author: Re: Telecommuting rationale (Was: Questions about the work day for the Whirlers)
Next by Author: Re: RTFM? Really?
Previous by Thread: Re: RTFM? Really?
Next by Thread: Re: RTFM? Really?


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

Sponsored Ads


Sponsored Ads