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Subject:Is this too offensive for a manual? From:"Hart, Geoff" <Geoff-H -at- MTL -dot- FERIC -dot- CA> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Wed, 19 Nov 2003 08:53:39 -0500
Claire Philpott reports: <<I am editing a software manual with a target
audience of users who are responsible for managing meter readers. This
management process uses the various reports and records maintained by the
software. There are some phrases used in reference to the meter readers that
make me balk at including them. For example: Arising from incompetent, lazy
or crooked meter readers..., ...reward performance and punish
incompetence.>>
The fact that the comments may be true isn't relevant here. If you were one
of the "good ones", how would you feel reading such tripe? Like management
was planning to crack down on you, whether or not you're guilty. If you're
one of the managers, would having fuel added to the fire of your suspicions
get you to treat your employees more fairly? Not a bit of it--if you've
already got a prejudice against some of them, this will only make you
angrier and more likely to crack down.
In all such situations, think first of the goal of the information: You want
accurate information--that's it, that's all. Whether the causes of error are
simple and predictable human error, or outright incompetence, all you really
want is a tool that gives you accurate data. That being the case, express
all your statements that way: "Arising from normal human error" and "provide
a means of rewarding performance" might do for your specific phrases. You're
not sugarcoating anything or lying, since your readers know what the real
situation; instead, by focusing on your goal, you establish a situation for
building understanding and cooperation.
Sounds a bit pollyanna-ish, but why not aim high rather than assuming the
worst?
--Geoff Hart, ghart -at- [delete]videotron -dot- ca
Forest Engineering Research Institute of Canada
580 boul. St-Jean
Pointe-Claire, Que., H9R 3J9 Canada
"Wisdom is one of the few things that look bigger the further away it
is."--Terry Pratchett
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