Re: "INSTRUCTIONS NOT INCLUDED"

Subject: Re: "INSTRUCTIONS NOT INCLUDED"
From: Daniel Friedman <daniel -dot- friedman42 -at- gmail -dot- com>
To: Lynne Wright <Lynne -dot- Wright -at- tiburoninc -dot- com>
Date: Wed, 14 Jan 2015 16:07:52 -0500

That's an interesting viewpoint, but what those manufacturers fail to
recognize is that physical goods never go away. Whereas in software you
could discontinue downloads from your website, remove software from the App
Store, or remove the backend servers, in hardware there will always be
people with the equipment still running somewhere or that bought it from a
reseller or yard sale.

In our company people call for security systems we haven't sold for 5+
years (and expect them to work with brand new smartphone OS'es!). Fact is,
bad documentation will give your customers and support the gift of
headaches that keep on coming for years to come :)

On Wed, Jan 14, 2015 at 3:47 PM, Lynne Wright <Lynne -dot- Wright -at- tiburoninc -dot- com>
wrote:

> The thing with electronics is that they become obsolete so fast, I can see
> how, from a manufacturer's perspective, it almost doesn't make sense to put
> much effort into the documentation, and leave it to the online community to
> do the job for them.
>
> The disposability factor also means that old-fashioned notions of quality
> and service, etc. = loyalty don't have much relevance. Look at how people
> are constantly changing their smart phones...they'll go with whichever
> brand they can get the best deal on, or that catches their fancy.
>
> -----Original Message-----
> From: techwr-l-bounces+lynne -dot- wright=tiburoninc -dot- com -at- lists -dot- techwr-l -dot- com
> [mailto:techwr-l-bounces+lynne -dot- wright=tiburoninc -dot- com -at- lists -dot- techwr-l -dot- com]
> On Behalf Of John Allred
> Sent: January-14-15 3:29 PM
> To: Rick Quatro
> Cc: <techwr-l -at- lists -dot- techwr-l -dot- com>
> Subject: Re: "INSTRUCTIONS NOT INCLUDED"
>
> Let me ask a question. Given the values frequently expressed among this
> group, how many of you, were you in the position to do so, would insist on
> above-average to excellent documentation, even with a hit to profit, for
> the sake of reputation?
>
> Doesn't a reputation for quality and customer service ensure greater
> customer loyalty? Or am I merely remembering a long-lost past?
>
> John
>
>
> > On Jan 14, 2015, at 1:50 PM, Rick Quatro <rick -at- rickquatro -dot- com> wrote:
> >
> > I agree that companies should provide detailed documentation. However,
> > it probably has more to do with what the market requires. How many
> > people use the quality of documentation when deciding what phone to
> > buy? Or appliance, etc.?
> >
> >
>
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--
*Daniel Friedman*
*friedmantechpublications.com* <http://friedmantechpublications.com>
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Doc-To-Help: The Quickest Way to Author and Publish Online Help, Policy & Procedure Guides, eBooks, and more using Microsoft Word | http://bit.ly/doctohelp2015

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References:
RE: "INSTRUCTIONS NOT INCLUDED": From: Dan Goldstein
RE: "INSTRUCTIONS NOT INCLUDED": From: Rick Quatro
Re: "INSTRUCTIONS NOT INCLUDED": From: Mike Starr
RE: "INSTRUCTIONS NOT INCLUDED": From: Rick Quatro
Re: "INSTRUCTIONS NOT INCLUDED": From: John Allred
RE: "INSTRUCTIONS NOT INCLUDED": From: Lynne Wright

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