Re: Re: RTFM? Really?

Subject: Re: Re: RTFM? Really?
From: Nancy Allison <maker -at- verizon -dot- net>
To: stevefjong -at- comcast -dot- net, techwr-l -at- lists -dot- techwr-l -dot- com
Date: Sat, 27 Sep 2014 12:04:17 -0500 (CDT)

I agree with Steve completely. Have worked in environments where
Customer Support was explicitly set against cooperating with Tech Pubs;
didn't want to share information; didn't want to cooperate on
publications that might successfully answer basic, routine questions.
Afraid that improved user docs would cut into their domain. They were a
huge group and enjoyed a central role in the company.


On 09/27/14, Steven Jong<stevefjong -at- comcast -dot- net> wrote:

DonA'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 isnA't one, the reasons are political. (Customer Support can be a
profit center that doesnA't want the answers readily availableA...)
In fact, GeneA's excellent vision of all user information as an
integrated whole can fail in a multi-oragnization, stovepiped,
competitive environment (stick to your own jobA--this jobA's MINE).
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