Re: value of good technical writing

Subject: Re: value of good technical writing
From: mhansen -at- COUGARNET -dot- BYU -dot- EDU
Date: Mon, 28 Apr 1997 16:40:00 -0600

> One advantage of good documentation can be a change in the types of calls
> and amount of calls received by the people doing telephone support.
> when it was in Washington DC, the annual STC conference, had a session on
> how to measure and demonstrate this impact to mangement.

Not only can well written documentation change the types and frequency of calls
received by customer support, documentation that is well written and accessible
can shorten the amount of time customer support people have to spend explaining
the problem.

In my own experience as a customer support rep (not a tech writer), all it took
to fix customer problems when we had good documentation was simply to help the
user locate the info--they were able to solve the rest of the problem
themselves. With poorly written documentation, on the other hand . . .

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