Re: Documentation feedback

[Peter Neilson <neilson -at- windstream -dot- net>]

This is where the marketing department should be able to help. (There
*is* a marketing department, isn't there? Or do you wear that hat, too?)
It is their responsibility to be inside the customer's mind. They try
to have a continuous answer to the question, "Why should the customer do
business with us, rather than with someone else?" If the customers are
finding the documentation less than helpful, marketing should already
know, and if they don't know, they should find out.

Don't let them get away with an answer like, "The docs are fine. Now go
away." Ask for more depth, what comments are the customers making about
the documentation, what problems frustrate them with the product, how
might the docs be changed to make the customer feel that the company
truly wants to help them. And remember that they *are* the marketing
department, so "magno cum grano salis".

Sarah Bouchier wrote: