atw: Re: Statistics to demonstrate value ...
- From: Peter Martin <peterm_5@xxxxxxxxxxxxxx>
- To: <austechwriter@xxxxxxxxxxxxx>, <austechwriter@xxxxxxxxxxxxx>
- Date: Mon, 19 Oct 2009 15:27:23 +1100
Janice Gelb:
You wrote:
> On 19/10/09 02:57 PM, Peter Martin wrote:
>
>> Just another thought or two -- along these lines (But beware! this may be a
>> two-edged
>> sword if your templates don't comply with recommendations)
>>
>> From time to time it is convenient to point out that badly-formatted
>> documents bugger
>> customer comprehension.
>>
> [snip]
>> Meanwhile, (or in addition), often Support people can provide assistance
>> here if they
>> can point to instances where sloppy docs gave them more grief than they
>> needed, which
>> ruins the company's product image, wastes support time, and pisses customers
>> off.
>> (One reason why I'm a great believer in tech writers doing what they can to
>> co-
>> ordinate with Support people, have them reviewing docs, and listening to
>> what help
>> desk people say about what customers just get wrong or simply don't read in
>> the docs.)
>>
>
> All good points. However, they relate to product docs and external customers.
> Because
> the original post specifically noted that these were in-house documents, I
> didn't
> include these angles.
>
True, but some of us find it either equally or even more disastrous when
in-house docs aren't understood. The "customer" may be different, the
confusion isn't.
In some areas, it tends to make nonsense of QA systems, for a start.... And
then you get Sales people making claims about a product that are just plain
wrong.... etc etc...
Meanwhile, in-house system administrators tend to think their time is precious.
Which it usually is.
-PeterM
peterm_5@xxxxxxxxxxxxxx
One of the symptoms of an approaching nervous breakdown is the belief that
one's work is terribly important. - Bertrand Russell
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