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Re: Installation guide for Enterprise application

Subject: Re: Installation guide for Enterprise application
From: Peter Neilson <neilson -at- alltel -dot- net>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Tue, 31 Aug 2004 06:16:33 -0400


I had exactly this problem twenty years ago. The first
"user-installable" version of our system had been developed,
and I was to document it. Took sixteen complicated steps.
Sent the lengthy document out for in-house review.

"TOO MANY STEPS!" was the review from marketing. I jawboned
the situation a bit and (perhaps this was a miracle) got the
developers to re-engineer the product. Didn't hurt that the
customers echoed my opinions in their Beta Test comments.

You might ask those in charge whether the installation
difficulties should be pointed out by the tech writer, or
instead be saved for the customers to discover.

On Mon, 30 Aug 2004 12:43:24 -0700, King, Shelly <Shelly -dot- King -at- kanisa -dot- com> wrote:


Hi everyone,

I work for a company developing an complex enterprise application that integrates with several other systems including databases and CRM systems. Most people in the company expect to be able to install and have the software running in 30 minutes or less and because that's not possible, are asking for an overhaul of the installation guide. My viewpoint, from having worked at other enterprise application companies, is that installation for these systems are a tricky business and usually are implemented by professional services, offering a generous revenue stream for the company. Others in the company, including product management, disagree saying that customers should be able to read the documentation and install and integrate this on their own with no IT experience. I'm the only writer in the company and am looking for some industry comparisons that I can take back to product management to help set their priorities. They are basing all of their assumptions off of internal users and won't consider going to customers for a needs analysis.

Does anyone else out there work on enterprise applications? Do you offer an installation guide? What assumptions do you make regarding the user experience? Any information is greatly appreciated.


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References:
Installation guide for Enterprise application: From: King, Shelly

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