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What you have is a product development opportunity, rather than a strictly
documentation issue. It sounds like a great chance to customize the
software for workflows, then provide doc to support the customization.
I'm not in the same industry, but we essentially do this. We have a
workflow module, which is supported by very basic on-line help and a manual.
When the client agrees to their workflow architecture, they'll decide
whether we provide the on-line help for custom pieces.
Sort of works like your first possibility. As to the second, get your legal
eagles to go over with a fine tooth comb, to make sure your company has no
liability after the doc leaves your hands.
MTC
Connie Giordano
-----Original Message-----
From: Steve Shepard [mailto:STEVES -at- YARDI -dot- com]
Sent: Thursday, November 29, 2001 2:00 PM
To: TECHWR-L
Subject: Providing editable docs to clients
We develop property management and accounting software for large property
management companies. These clients manage millions of square feet of office
space, retail space, residential units, etc.
Occasionally we get requests from clients for our docs to be provided to
them in Word format so they can customize them for their particular
workflow. I am resistant to this for several reasons:
1. It's very time consuming to convert our FrameMaker projects to Word.
2. In the past, we end up fielding a lot of how-to Word questions when the
clients start to work on the docs.
3.I have problem with our hard work being butchered by amateurs and then it
reflecting badly on us.
4. We are no longer under control of our proprietary information.
5. It basically renders our copyright meaningless.
6. And I think most importantly, I don't think we should give our hard
earned work away for free. Yeah, the printed and online docs are part of the
purchase price. But the design, planning, information gathering,
development, and writing involved in developing a doc project isn't.
I am suggesting to my company we do one of the following:
1. Explain that we don't provided our copyrighted material for editing. But,
we do offer a service of customizing the documentation to suit a client's
needs and charge them accordingly. As long as we can get the staffing we
need, it works out nice for us as we would actually be generating revenue.
2. If we absolutely want to provide the client with a editable version of
our docs, then charge them per page. And charge a lot.
Ideas? Suggestions? Criticisms?
Steve Shepard
Technical Communications Manager
Yardi Systems, Inc.
819 Reddick Ave.
Santa Barbara, CA 93103
805.966.3822
steves -at- yardi -dot- com
www.yardi.com
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