Re: Value of Documentation (was <No subject given>)

Subject: Re: Value of Documentation (was <No subject given>)
From: "Wayne J. Douglass" <wayned -at- VERITY -dot- COM>
Date: Wed, 30 Apr 1997 08:57:58 -0700

At 08:08 AM 4/30/97 -0500, Douglas Engstrom wrote:

>I think Eric is right on the mark with the idea that the value of
>documentation varies a great deal from company to company, and even
>transaction to transaction. I worked at one company where, from the
>business standpoint, the value of good documentation was negative.
>They had educated/manipulated/persuaded their customers that the way to
>handle their products was to have a field engineer fly out to the
>customer site and, for a substantial fee, do what had to be done. Good
>documentation that made the customer more independent just reduced
>product mystique and cut into engineering service fees. One of these
>days, the competitive situation will require a change in strategy, but
>that day is a long way off. (For obvious reasons, I only lasted about 18
>months there.)
I'm amazed that any company can get away with this. Not only do you alienate
your customer base, but sooner or later the support costs will eat you alive.

--Wayne Douglass

Verity, Inc. Email: wayned -at- verity -dot- com
894 Ross Drive Telephone: 408-542-2139
Sunnyvale, CA 94089 Facsimile: 408-542-2040
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