What Have You Done for Them Lately?

Subject: What Have You Done for Them Lately?
From: Beth Brooks <bbrooks -at- LCHOME1 -dot- BEASYS -dot- COM>
Date: Mon, 4 Aug 1997 10:05:32 -0400

I don't believe I'm the only tech writer who has ever had to fight to get
management to recognize that documentation is as vital a part of the product
as any other component -- and in some cases an even more vital part. Where
I've had success in this battle is where I've been able to tie documentation
to the company's bottom line. I think it would be really useful to start
gathering some statistical evidence that supports my view that documentation
does (forgive me) "add value." So I'm appealing to TC professionals to
provide me with case studies. Please write to me directly (and give as much
detail and _hard evidence_ as you can) in answer to the following question:

How has your work in technical communication saved money and created
opportunities for your managers/clients and users/customers?

I really want to hear from you if you have statistics to support the fact
that you have done/are doing of the following things with documentation:

(a) saved money for the employer (e.g., reduced support costs or product
return rate, prevented injury or damage to equipment, eliminated lawsuits, etc.)
(b) made money for the employer (e.g., increased sales or made a product
worth purchasing in the first place, etc.)
(c) created opportunities for the employer (e.g., introduced a web page that
enabled the employer to reach a wider audience, etc.)

My aim here is to add this information to the Going2Rome page (
http://www.giaco.com/~vr2link/Going2Rome/ ), but if that doesn't work out,
I'll put it all together somehow and let anyone who cares to have a look.


M. Elizabeth Brooks
Documentation Specialist

BEA Systems, Inc. Phone: (908) 580-3117
140 Allen Road Fax: (908) 580-3030
Liberty Corner, NJ 07938 Email: beth -dot- brooks -at- beasys -dot- com

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