Call deflection

[David Neeley <dbneeley -at- gmail -dot- com>]

When you really think about it, tech writers are in the call deflection 
business.

If manuals and online help are maximally successful, fewer calls to tech 
support are needed--and user satisfaction is increased.

One metric sometimes used to measure the value of documentation is a 
reduction in tech support time and expense, after all.

If a user tries to find answers to their problems in the documentation 
and cannot do so, that may well be a failure on the part of the 
documentation.

David
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