RE: New TECHWR-L Poll Question

["Cook, Jenise" <jenise -dot- cook-crabbe -at- pacificlife -dot- com>]

Maybe I'm missing something here. John, thank you for your comments because
they've made me sit up straight in my chair and say "Wait, the P&Ps I write
*are* a product to my end users!"

I'd like other P&P Techwhirlers to pitch in on this. I think we tend to lurk
because the list does address mostly the software industry, first, and
hardware second. We P&P Techwhirlers also are asked to write end user
software manuals for programs developed internally to solve specific
business needs. Yet, our primary job responsibility makes a difference to
our employers. (Especially in the financial services industry.)

Maybe I ate something strange for lunch because I *do* view the procedures I
write as a sub-product. My "end users" sell life insurance, which is our
primary product. The administrative procedures my team and I write/edit help
the agents complete required forms, correctly send the completed policies to
the home office, answer their clients' questions, etc. Our procedures reduce
the number of calls our customer service area receives. (Our equivalent of a
customer Help Desk.)

For Deb Ray's survey, I asked myself how skilled am I in searching and
finding the procedures I'd need for a specific situation (if I were the "end
user"--the agent). I asked myself how skilled am I in following the
procedures accurately. (Usability is another thread.)

That's my perspective. Come on, P&P tech writers: Click "New Message" and
let us all know what you think. Maybe I'm way off base on this one, but this
is my perspective on things.

Jenise Cook-Crabbe
Sr. Technical Writer
Pacific Life Insurance Company
<<opinions are all mine; not
my employer's--no, not one>>

-----Original Message-----
From: John Fleming [mailto:johnf -at- ecn -dot- ab -dot- ca]
Sent: Tuesday, June 26, 2001 6:32 AM
To: TECHWR-L
Subject: Re: New TECHWR-L Poll Question

<snip>
When you are documenting work procedures and business processes--describing
how people do certain tasks and jobs--product end user is kind of
meaningless.

<snip>
But you're right.  End user doesn't really apply.

--

John Fleming
Technical Writer
Edmonton, Alberta
email:     johnf -at- ecn -dot- ab -dot- ca

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