Long: RE: Question: To allow printing or to not allow printing of Acrobat files?

Subject: Long: RE: Question: To allow printing or to not allow printing of Acrobat files?
From: Alexia Prendergast <alexiap -at- SEAGATESOFTWARE -dot- COM>
Date: Thu, 30 Oct 1997 16:44:42 -0500

I used to be a skeptic about online docs, but I prefer them now. (I
detest bad online docs--which usually means docs written as hardcopy
docs and slapped online--more than ever.)

We've moved to a hybrid of hardcopy info and online info. Installation
instructions are on paper because the users have to install to get to
the online versions of the docs, and conceptual information is on paper
because that's the stuff they are likely to read through linearly. The
rest of the info is stuff they'd look up on an as-needed basis. (I speak
for our users--YMMV.)

We also provide PS files for users who want to print the online docs. I
see no benefit in preventing users from printing the files -- you will
always have a few who want hard copy of everything. And, you'll have
users like me--trying to prevent me from doing something is a sure way
to convince me I've got to do that very thing, even if I would never
have wanted to otherwise. I'm difficult that way. ;-)

I think keys to moving online are making sure it's the right decision
for your audience and then easing them through the growing pains. In no
particular order, do the following:
-Teach them that they are not losing hardcopy docs, they are gaining an
online information system.
-Don't just slap hardcopy docs online and call them online docs. <pet
peeve, if you can't tell>
-Design them for online use.
-Design them for different reading styles -- allow for linear, web,
etc., reading patterns.
-Make the info easy to access. Give them many ways to get to where they
are going (without making it cumbersome or confusing). Educate them
about searching.
-Don't write paragraphs and paragraphs of deathless prose--use white
space and bullets and be concise. BUT, give them all the info they need.

-Organize the info well, so they don't have to jump around or drill down
through layers and layers of info.
-Put links to the docs in the program group or help menu.
-Remind them of the docs often. Have tech support and SEs direct them to
the online docs.
-Give them quick ref cards.
-When you make the transition, make the docs noticeably more attractive,
informative, and easy to use.
-Offer quarterly downloadable updates so they always have the latest
info.
-Offer extras like cue cards or tutorials or demos.
And so on.

Also, set expectations for your management. Change is painful. You'll
get complaints. It's how you handle them that will make the difference
-- don't just say "Oops! Never mind--back to paper!" Call some customers
and find out what they don't like. Refine what you put online or on
paper. Remember that some objections are going to be knee-jerk
objections to change--respect that many people have been burned by
crappy "online" docs. Give it some time to work. Be responsive and
sincere to customers -- just because you like online stuff doesn't make
them idiots or technophobes for not liking it. Help them learn to use it
and to like it. If it's practical, let them order hardcopy manuals if
they feel that strongly about it. (I do that when the online information
is inadequate or unusable.)

Lots of options -- most of which will depend on your particular
situation, of course.

Random thoughts,
A.
--
Alexia Prendergast
Tech Pubs Manager
Seagate Software (Durham, NC, USA)
mailto:alexiap -at- seagatesoftware -dot- com

> -----Original Message-----
> What benefit would you (your company) get by preventing me (your
> customer)
> from printing a copy of the documentation?
>
> If I wanted to print something and discovered that I couldn't, I'd get
> mad and say
> bad things about your product. You don't want that to happen, do you?
>

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