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I've read with rapt interest the thread re: the value technical
documents add (or not) to a product. Most of us would agree that, if
only from personal experience (buying and installing/assembling/using a
product), the quality of the documentation--preferably clear and logical
steps; crisp, accurate, and meaningful illustrations; etc.--reflects
fairly strongly toward our perception of the product and its quality.
I recently approached the sales/marketing group to suggest adding some
blurb in the sales collateral to the effect of "clear, comprehensive,
illustrated, fully indexed, professionally produced user documentation."
This really is a valid selling point.
I recall years ago hearing about research that suggested that most
product end-users complained about insufficient or lack of indexing in
the product documentation. I can believe it, again from personal
experience. And too often, product documentation looks and reads like it
was thrown together by an over-worked engineer or other random staff.
You know what I mean. These are the frustrating documents that prompt me
to tell people, in a humorous vein, who ask about my vocation, "I write
the stuff you curse and throw across the room" -- and I'm NOT a
columnist.
I suggest that we, as professional tech writers, should not
underestimate the value our efforts add to the products we document.
Mark Forseth
Manual laborer
Imago Scientific Instruments Corp.
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