Re: Online help for GUI/web-based config app of HW telecom products

[Daniel Friedman <daniel -dot- friedman42 -at- gmail -dot- com>]

My Buffalo router at home (with pre-installed DD-WRT firmware) has help
text built in. It can be helpful in explaining some of the parameters for
advanced features. Main issue with online help for networking equipment is
that it has to be bundled with the firmware (since the #1 question is going
to be: why isn't my Internet working?).

Another thought might be that in telecom companies like ISPs there would be
internal resistance to providing help for end users because of a fear that
customers will change the settings set by a field tech and then call
customer support. Or the company can bill for service calls, so they work
actively against users configuring their own equipment. In my opinion
either of these are very anti-consumer attitudes, since people who have
networking skills should not be forced to call customer support because of
non-existent or non-accessible documentation.


On Tue, Apr 26, 2016 at 8:19 AM, Jack DeLand <jackdeland -at- comcast -dot- net> wrote:

> And what sort of audience analysis has product management performed?  Do
> you
> think they are just making assumptions, going on past experience? Is it
> possible that they know something that you don't? I've found that some of
> the times that I've been most sure of myself, I've been wrong.  I'm just
> sayin'.
>
> Jack DeLand
> Adam Charles Consulting
> 734 972 3026
> www.adamcharlesconsulting.com
>
>
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-- 
*Daniel Friedman*
*friedmantechpublications.com* <http://friedmantechpublications.com>
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