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Subject:Installation guide for Enterprise application From:"King, Shelly" <Shelly -dot- King -at- kanisa -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Mon, 30 Aug 2004 12:43:24 -0700
Hi everyone,
I work for a company developing an complex enterprise application that integrates with several other systems including databases and CRM systems. Most people in the company expect to be able to install and have the software running in 30 minutes or less and because that's not possible, are asking for an overhaul of the installation guide. My viewpoint, from having worked at other enterprise application companies, is that installation for these systems are a tricky business and usually are implemented by professional services, offering a generous revenue stream for the company. Others in the company, including product management, disagree saying that customers should be able to read the documentation and install and integrate this on their own with no IT experience. I'm the only writer in the company and am looking for some industry comparisons that I can take back to product management to help set their priorities. They are basing all of their assumptions off of internal users and won't consider going to customers for a needs analysis.
Does anyone else out there work on enterprise applications? Do you offer an installation guide? What assumptions do you make regarding the user experience? Any information is greatly appreciated.
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Shelly King
Technical Publications
Kanisa -- www.kanisa.com
408-863-5769
shelly -dot- king -at- kanisa -dot- com
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