Re: online doc vs hard doc

[Dick Gaskill <dickg -at- AG3D -dot- COM>]

I'd suggest that whether error messages should be on line or in print
depends on the product. Remember, the error messages, with causes and
actions to take, need to be readable when the error occurs, and
particularly if the product fails and/or causes the display to fail or
the computer to crash.  Therefore, IMHO:

*       If the failure of your your product, whether hardware or
software, can prevent the computer from running and/or displaying the
error messages when it fails, the error messages should be in print so
that users still have access to them.
*       If the error messages can be displayed with or without the
product running, they should probably be on line.

-dg

        ----------
        From:  Kenneth Marks [SMTP:xxltall -at- HOTMAIL -dot- COM]
        Sent:  Friday, June 12, 1998 3:24 PM
        To:  TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU
        Subject:  Re: online doc vs hard doc

        > Kenneth -
        >
        >    When I was docs manager at a PC hardware/software company,
I always
        had my
        >writers put Error Messages and Troubleshooting info in the
printed
        manual.
        >
        >    Why?
        >
        >    If end-users have problems installing and/or running the
software,
        will
        >they be able to access the Error Messages and/or
Troubleshooting help
        online?
        >Probably not...
        >
        >Ronni
        >
        >
        >Ms. Ronni Geist
        >Editorial Director
        >GeistWriters
        >914.353.EDIT (3348)
        >ronni -at- geistwriters -dot- com

        Here's the rationale for putting error messages and
troubleshooting info
        online...

        If our customers can install the product, they have access to
the online
        help from the product group; the product doesn't have to be
running.  Of
        course, any error messages and troubleshooting info that are
specific to
        installing the product have to be in hardcopy.

        I recognize that customers are not accustomed to using help when
the
        product is down.  When it comes to changes in conventional
presentation,
        we have to assess the customer's comfort level.

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