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Just because we don't have a lot of contact with the customers does not mean
we don't need that contact nor should we be happy with having little
contact. Indeed, prehaps we don't get interact with customers because our
employers do not agree that our concerns rate the travel $$. Documentation
can be viewed as overhead, a necessary evil. I prefer to think documentation
is valuable and value-added, and have several times proposed, ways to make
money by and/or track the benefits of documentation. However, our product is
not online help, our product is not books, our product is not documentation,
therefore . . ..
However, in those instances when I have met with customers, the
documentation has changed for the better. How do I know? Because I
incorporated the customers requests and, in watching the customers use our
products, am better able to anticipate those requests. Because our services
folks have thanked me for the insights and information contained in my work
. . ..
Cheers,
Sean
sean -at- quodata -dot- com
> -----Original Message-----
> From: Swallow, William [SMTP:WSwallow -at- courion -dot- com]
> Sent: Tuesday, July 10, 2001 3:51 PM
> To: TECHWR-L
> Subject: RE: New TECHWR-L Poll Question
>
> :: Real World (the vacuum) = We have little contact with users and have
> :: difficulty getting technical reviews of our work (as per an
> :: earlier poll).
>
> I thought I heard a sucking noise... ;)
>
> I'd say that this poll only strengthens how important it is to "know thy
> user". First, look at the numbers reflected in the poll. Second, reflect
> upon how useful the accompanying documentation for products you've
> purchased
> was. Third, ponder why. And if you're ambitious, after those three steps,
> look into the technical validity of that documentation.
>
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TECH*COMM 2001 Conference, July 15-18 in Washington, DC
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