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There are still companies that use their excellent print documentation
as a sales tool. But I'm pretty sure they're not selling consumer goods
like phones.
-----Original Message-----
From: Connie Giordano
Sent: Monday, January 16, 2012 11:02 AM
To: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: documentation going away
Agreed, which doesn't make it any less short-sighted than any of the
other tactics companies often take to make the quarterly sales goals. If
user experience really is the watchword for 2012, I suggest senior
management is really a long way from understanding how it works and what
it means to their product management strategy (including training sales
people to explain the most basic features to someone who obviously is
replacing older technology).
I'd be curious to see what the customer satisfaction levels are for
products that limit their support to a quick start guide and community
forums.
I have no interest in joining a community forum for my phone, it is not
the center of my world, and I'd rather spend what little time I have for
visiting forums on topics that are more important to me (to each his own
I guess). I don't know how many other consumers feel this way, but I'm
pretty certain I'm not the only one out there. And this goes for all
sorts of products, not just phones. Companies putting the effort behind
creating a good product experience understand this, do the audience
analysis, and provide documentation in multiple ways. They just seem to
be few and far between.
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