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Boy, three posts in one week. I think I'm going to make myself dizzy.
I have a feeling that what I am about to experience is not unique. Do any of
you work in organizations where sales and marketing needs drive the way in
which document your products?
I'm currently trying to come up with most effective way to document an RF
interface. Floor operators in a warehouse can scan and type data into the RF
screens, and the data is uploaded to the database and can be
viewed/managed/used in the GUI on a pc. Now, the floor operators usually
don't have any access to a PC. They are also constantly moving around the
warehouse, so it is unlikely that they would carry around a manual with
them. It is very likely that at the moment they most need some help, they
are on the other side of the building from the operator's manual (which
doesn't exist yet!).
To me, the ideal way to document this interface would be some sort of online
help. Obviously, it would be rather restrictive given the screen size on
these units, but at least it would always be available wherever the operator
is at. However, on several occasions I've been approached by some of our
sales reps asking for documentation they can show in meetings with
prospects. Since RF is a big feature of our total system, they often ask for
RF documentation. Obviously, they can't show RF help in a sales meeting -
they probably won't even have an operating RF unit in the meeting. And the
primary purpose of showing the documentation is really to show off some of
the system features (not to show off the documentation), complete with
screen shots.
I'm sure sales/marketing is going to want to do a printed manual. In an
ideal world, we would do both, and probably will at some point. But how do I
convince the PHB that we should put the needs of our current users over
those of our sales force? A printed manual will look pretty, and will
probably make for a nice door stop for a team leader on the floor. But I
can't see that it would be of much practical use except perhaps in training
situations.
Any suggestions from those of you who have had to balance marketing needs
over practical application?
Karen R. Casemier
Senior Technical Writer
Provia Software Inc.
616.974.8729
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