RE: Issues with distribution of technical documents

Subject: RE: Issues with distribution of technical documents
From: "Dan Hall" <dhall -at- san-carlos -dot- rms -dot- slb -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 28 Jun 2001 11:21:22 -0500

>Documentation as a profit center? I may be taking a view without
>sufficient awareness of the existence of any actual documentation
>profit centers, but I don't see it.

Documentation can be a profit center, but rarely is for the company that is
selling the product/service. One example is Adobe's _Adobe FM Classroom in a
Book_ which, I assume, is a profitable document - I paid for it, as did a
number of others on the list. This is one of those rare examples of a
company successfully creating a "profit center" of their documentation. The
manual that came with my BMW is an example of where documentation is not
"profitable".

We expect complex devices to come with instructions- it's part of the deal.
When we buy a new VCR, we don't want to have to send in another $5 to get
the instructions on how to set the clock. The same is true for any complex
device/software. Although we might be willing to buy a book to learn
advanced features, or to help us get started, we expect _something_ to come
in the box with the product. Except when buying from MS, when we expect
nothing, and get less.

Two areas where documentation does help the bottom line: reducing customer
support and increasing customer satisfaction.

The value created by reducing customer support expenses is huge - customer
support is a very large line item at many companies. If users can solve
their own problems... Of course, there will always be those who are too lazy
to look something up in the manual, but most folks are willing to _try_ and
find the answer on their own. Well written documentation can help them and
help the company's bottom line at the same time.

The amount documentation contributes to customer satisfaction is more
difficult to quantify, but is important nevertheless.

Just my thoughts,

Dan

DTA - Death To Acronyms


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References:
RE: Issues with distribution of technical documents: From: Scott Turner

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