Re: ROI of Online Help Systems

Subject: Re: ROI of Online Help Systems
From: Craig Sanders <csanders -at- BEST -dot- COM>
Date: Thu, 5 Nov 1998 09:35:01 -0800

Hello, Karl!

I don't know of any sources for the material you are seeking, but I can say from my
own experience that:

Even though a company/client might want online documentation only, especially if
they produce a "Web Application," the first time they submit their new product to
one of the trade mags or other software/hardware reviewer, that reviewer will
request a hardcopy version of the documentation (Murphy's Law #1125). At this time,
somebody from Marketing/Sales will be paying you a call . . . .

I have that the best approach is to design a delivery system that can provide
single-sourcing. That is, be able to produce either print or online docs at will,
with a minimum of effort.

Hope this helps,
Craig Sanders

Karl Muchow wrote:

> Folks,
> I'm trying to justify the cost of replacing paper manuals with online versions.
> Is there any good research on the Return On Investment (ROI) or Cost-Benefit
> Analyses of WinHelp or similar online systems? Most writings that I've
> found have focused on Electronic Performance Support Systems (EPSS) vs
> classroom training. While helpful, they don't inspire Management to reach
> for their checkbooks to pay for rewriting paper-based documentation for
> online distribution.
> All suggestions would be appreciated.
> I'll happily post a summary of replies.
> Thanks.
> Karl Muchow
> Partner
> CamLight Systems
> From ??? -at- ??? Sun Jan 00 00:00:00 0000==

"The journey into the heart of an anomaly
can teach one the ultimate precariousness
of perception."

tel;fax:(408) 937-0370
tel;work:(408) 937-0370
email;internet:csanders -at- best -dot- com
fn:Craig Sanders

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