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

Subject: RE: What Would You Do with a Writer Who Can't Write?
From: MList -at- chrysalis-its -dot- com
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Tue, 29 Apr 2003 10:11:43 -0400


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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