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All of my software purchases in the past couple of years have occurred only
after much research into the different producers of the software and the
tools they offer. One of my biggest criteria is the quality and
overall "helpfulness" of their help documentation. Other features and
benefits are considered, but world-class help documents are essential.
Although I don't use HTML authoring software, I helped a friend purchase
FrontPage after talking with users of other applications and viewing help
documentation. He chose FrontPage because of it's excellent help
documentation and the technical support. Another application that we looked
at was on a par level with FP, but the help docs were nowhere near the
quality of Microsoft.
And I can guarantee you that that I have talked about software programs I
have purchased. Those that are well engineered, operate without tons of
problems, and have great help docs get very positive word of mouth
advertising from me. Those that fall short, especially in the help docs
department are ripped apart. I've written many letters, both good and bad,
to big wigs of software companies.
My employer also looks at the quality of help docs when making software
decisions. Ease of use, and small learning curve are near the top of the
list of necessities, but comprehensive, quality, help documentation is at
the top of the list.
Take care and be good to yourself!
T
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> ----- Original Message -----
> From: "Sean MacRae" <sean -at- rcp -dot- co -dot- uk>
> To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
> Sent: Friday, August 24, 2001 2:47 AM
> Subject: RE: Respect
>
>
> Good documentation was cited as one of the key reasons why our publisher
> customers continued to buy our software over our that of our competitors.
> They were purchasing multiple copies for their editors.
>
> More than that, bad news travels more widely then good; so if someone
> dislikes something strongly about your product, they will complain long
and
> loud to anyone who asks them their opinion. If your documentation *really*
> sucks, a lot of your potential customers will find out when they look for
> reference sites.
>
> People buy software when they see that it solves a problem, or meets a
need.
> Good documentation supports this, and makes it easier for users to make
the
> purchasing decision. Bad documentation (during evaluation) can be a
barrier
> to the buying decision.
>
>
> > Since when does a user buy A instead of B because A has better
> > documentation? Almost never. But that doesn't change the fact that
> > documentation, especially good documentation, does add value
> > to the product.
> > Only it's value to the user, not the programmer, nor the CEO.
> >
> > --Doug
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A landmark hotel, one of America's most beautiful cities, and
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IPCC 01, Oct. 24-27 in Santa Fe. http://ieeepcs.org/2001/
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