Re: Writing Corrective Actions for customers?

[Keith Hood <klhra -at- yahoo -dot- com>]

Actually, it's a pretty good analogy for the situation
as I perceived it at first. Since Ms. Hemstreet posted
her expanded explanation of the matter, it's obvious
that she is setting up a communication process for
others to use. That is a perfectly logical job for a
tech writer.

However, from the first post that started this thread,
I got the impression that she was being asked to do
something *instead of* the tech support people, which
is a different kettle of fish. With the information
that was available at the time, it seemed possible
that she was being stuck with performing a function
that should have been someone else's responsibility.
The fact that I was wrong about her situation makes me
happy.

There is a difference between given a chance to do
something new, and having someone else's job dumped on
you. It is clear now that the former is the case, but
it was not so clear at first.



--- Gene Kim-Eng <techwr -at- genek -dot- com> wrote:

> This is a terrible analogy.  What's happening here
> is
> not one engineer or tech being asked to write
> something
> up for another (which, btw, is something I used to
> do on
> a regular basis during my "junior engineer" days),
> but
> someone who was hired to write being asked to write
> something that somebody at the end of the company-
> to-customer chain really wants to see and that is
> expected to play a real part in improving the
> quality 
> of the "customer experience.".  
> 
> Is this the same group that used to think it was a 
> *good* thing for technical writers to expand the
> scope of their work beyond pushing out instruction
> manuals that everyone else in the company thinks 
> nobody reads?
> 
> Gene Kim-Eng
> 
> 
> 
> ----- Original Message ----- 
> From: Michael West <WestM -at- conwag -dot- com>
> 
> > [...]To give you an analogy, a car owner had an
> auto repair
> > shop do some work on his car. Now the shop owner
> wants
> > a letter to the customer about that work to be
> written
> > -not by the mechanics or by the shop floor
> > supervisor, but by the guy who maintains the
> building
> > where the work was done. What would you think if a
> > hospital had to write a letter to someone who got
> > medical care, and instead of getting the attending
> > physician or the chief of medicine to write the
> > letter, the hospital administrator asked the tech
> rep
> > who services the EKG machines? [...]
> 
>
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