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I would never "insist" on writing a manual, or anything else for that
matter. I just seek out opportunities where everyone involved already
understands their need for whatever they're asking me whether I can do.
If I'm going to have to convince management that they need to fund
documentation or convince users they need to use it, I'll probably just
pass on the job. I'm done being an evangelist for common sense.
Now, from a non-writer, big-picture business approach...
A lot of companies, especially in the software business, find themselves
between a rock and a hard place when it comes to support. Consumers
insist on buying the cheapest products they can find, then expect high
end support for them. Well, TAANSTAFL. Either you pay for high end
support, or you buy cheap and have to look for the answers to your
questions on your own.
For companies not in that unenviable position, there are other options.
HW/SW systems can be designed to walk the user through (think about your
bank's ATM machine, for example), and complex, potentially hazardous
systems often cannot legally be turned on in the first place without the
operators being trained and certified.
As for video tutorials and user support groups, if lazy users won't
RTFM, what makes you think they're going to view the videos or read the
user forums...?
Gene Kim-Eng
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Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l
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