Re: RTFM? Really?

Subject: Re: RTFM? Really?
From: Gene Kim-Eng <techwr -at- genek -dot- com>
To: Nancy Allison <maker -at- verizon -dot- net>, stevefjong -at- comcast -dot- net, techwr-l -at- lists -dot- techwr-l -dot- com
Date: Sat, 27 Sep 2014 10:19:01 -0700

When this happens, it's the result of bad management failing to develop a strategy for deciding how to distribute information in the most advantageous manner for the company. If Customer Support is a profit center, then THAT should be the Tech Pub's customer for the "complete" set of product documentation, with external customers receiving user documents that provide them with less detailed basic information and a lot of "Contact Customer Support" pointers.

In an environment where the company's Customer Support is a source of profit, your goal in Tech Pubs should be to provide Customer Support with the product information it needs to be a successful profit center and your company's customers with the information that Customer Support actually LOSES MONEY spending its time working with customers on.

Gene Kim-Eng


On 9/27/2014 10:04 AM, Nancy Allison wrote:

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.


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References:
Re: Re: RTFM? Really?: From: Nancy Allison

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