RE: What Would You Do with a Writer Who Can't Write?

[MList -at- chrysalis-its -dot- com]

Mike O. [mailto:obie1121 -at- yahoo -dot- com] suggested:

> On a practical note:
> - Can you get involved with a different manager? 
> - Can you discreetly discuss the situation with somebody in sales?

If you ignore other people's pointed advice that this is 
not a battle that a short-term contractor really wants to 
engage...  then maybe, instead of sales (or in addition) you 
should get together with the Customer Support manager.

If her/his group gets paid for every incoming service query, 
then s/he won't welcome a way to cut down on service calls -- 
they're bread and butter.

However, if (as is the case in many companies) the customer 
buys a support contract and doesn't pay per call, then it is 
in the company's interest to minimize the number of calls 
per contract sold.  In that case, you can easily make a case 
that good documents mean fewer calls.

You might even get the Customer Support manager to take over 
responsibility for Customer Documentation -- worse things have 
happened.

/kevin

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