Re: Saying "RTFM" out loud

[dmbrown -at- brown-inc -dot- com]

I think the most effrective way of handling these opportunities is to make 
sure the support person says something like this:

"Let's check the help for that feature.  Oh, it's not in there.  I'll let 
our doc department know about that right away.  Here's how to <whatever>..."

  --or--

"Let's check the help for that feature.  I'm going to the index and looking 
for <whatever>.  Hmm...it's not in there.  Let's try <some-synonym>  Gosh, 
it's not in there!  I'll let our doc department know about that right away. 
 Here's how to <whatever>..."

  --or--

"Let's check the help for that feature.  I'm going to the index and looking 
for <whatever>.  Ah, there it is; so click on <so-and-do>.  OK, here it 
explains how to <whatever>.  Let's go through those steps together..."

In any of these scenarios, the customer finds out how to use the help 
(without being insulted!), the doc department hears about any shortcomings 
in the help content or index, and the company saves money as fewer 
customers seek help with procedures that are thoroughly documented and 
easily accessible.

Everybody wins!

--David

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