Re: RTFM? Really?

Subject: Re: RTFM? Really?
From: Steven Jong <stevefjong -at- comcast -dot- net>
To: TECHWR-L Digest <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Sat, 27 Sep 2014 10:23:06 -0400

Don’t forget that the customer-support staff DOES want to RTFM. They are an important internal audience, and there should be a symbiotic relationship between the two functions. I have observed that where there isn’t one, the reasons are political. (Customer Support can be a profit center that doesn’t want the answers readily available…)

In fact, Gene’s excellent vision of all user information as an integrated whole can fail in a multi-oragnization, stovepiped, competitive environment (stick to your own job—this job’s MINE).

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