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Subject:RE: Yahoo has no staff tech writers From:"David Cooper" <david_cooper_consulting -at- sympatico -dot- ca> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Wed, 9 Oct 2002 08:36:58 -0500
"I worked at a company once that charged for technical support (as well as
for training), something that is becoming more common. Technical support was
seen as a profit center. What I realized about this is that when a company
uses this business model, there is absolutely no incentive whatsoever to
improve the products' usability. Meanwhile, customers and users suffer."
I'm imagining a bunch of VPs sitting around the boardroom table:
VP A: I have a great idea that will improve the usability of our product
10-fold. It'll knock your socks off.
VP B: Whoa, hold on there, cowpoke. Tech support has been raking in the
dough as a direct result of our crap interface. Are you sure you want to
destroy all that?
VP A: Right, right...ok. Next item on the agenda?
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