Re: Writing Corrective Actions for customers?

["Gene Kim-Eng" <techwr -at- genek -dot- com>]

This is a terrible analogy.  What's happening here is
not one engineer or tech being asked to write something
up for another (which, btw, is something I used to do on
a regular basis during my "junior engineer" days), but
someone who was hired to write being asked to write
something that somebody at the end of the company-
to-customer chain really wants to see and that is
expected to play a real part in improving the quality 
of the "customer experience.".  

Is this the same group that used to think it was a 
*good* thing for technical writers to expand the
scope of their work beyond pushing out instruction
manuals that everyone else in the company thinks 
nobody reads?

Gene Kim-Eng



----- Original Message ----- 
From: Michael West <WestM -at- conwag -dot- com>

> [...]To give you an analogy, a car owner had an auto repair
> shop do some work on his car. Now the shop owner wants
> a letter to the customer about that work to be written
> -not by the mechanics or by the shop floor
> supervisor, but by the guy who maintains the building
> where the work was done. What would you think if a
> hospital had to write a letter to someone who got
> medical care, and instead of getting the attending
> physician or the chief of medicine to write the
> letter, the hospital administrator asked the tech rep
> who services the EKG machines? [...]

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