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Subject:Re: Our Real Nemesis From:"Cornett, Guy" <GCORNETT -at- LUMENX -dot- COM> Date:Mon, 18 May 1998 10:54:29 -0500
I have to agree with Mary! I once had a senior engineer in my company
refuse to review the manual for the machine he designed "because nobody
ever reads them, anyway". Of course he was wrong, but his view is
typical here.
If our customers can not use the manual to quickly teach their operators
to use the machine and to help their maintenance technicians quickly
repair the machine then their impression of the machine is bad. A bad
impression means lost repeat sales.
The problem is that the connection is indirect. We have to sell 'our'
product, the documentation, by how in enhances the company's product and
the reputation of the company and how that translates into increased
sales.
