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Subject:Re: Convincing a Client He Needs a User Manual From:Suzette Seveny <sseveny -at- PETVALU -dot- COM> Date:Mon, 15 Jun 1998 13:19:22 -0400
I don't have any "canned" language to support this argument, but I use the
following rationale to convince application developers to produce a user
manual:
1. The objective of user documentation is, to a large extent, to control
the user from misusing the system, for their own advantage. It shows the
benefit of correct process, and is a selling of ideas intended to
demonstrate how to use the software in the most efficient manner, with a
fairly low level of effort.
2. Properly designed user documentation can clarify procedures and
policies. By doing this, a company can realize "call avoidance" to their
support centers. Quite often, what users report as a "bug" or error in
software, is really a misunderstanding of how the system was designed to be
used.
3. When users are unaware of all the features of their current
applications, they become susceptible to competitive vendors. I have often
seen companies change hardware and/or software to a competitive firm, so
that they can take advantage of additional "features", when those features
were available in their current applications, they just didn't know. And
of course, ignorance spreads - if I don't know that an applications does a
particular "thing", when asked by a potential user, I would respond in the
negative.
4. The only stat I know is that it costs three times as much to attract a
new customer than it does to keep a current customer. Providing quality
user documentation is one way to keep a current customer.
Suzette
On Monday, June 15, 1998 12:01 PM, Gina Hertel [SMTP:Ghertel -at- ALPHA88 -dot- COM]
wrote:
> Hi all. I need to *convince* a client that he needs a User Manual to go
> with an application that my company developed for him.
>
> My whole argument, basically, is that if people don't know how to *use*
what
> you've developed, it's worthless. Does anyone have any canned language
to
> this effect? Does anyone have any stats on the topic? Any help would be
> much appreciated. I'd be happy to post results if you're interested.
>
