Are IT product vendors deliberately watering down the amount of information they provide in their documentation? Not only do a growing number of readers seem to think so, they have some interesting theories as to why reading the feeble manual no longer does much good.
"The main thing that I notice about software today is the total lack of interest by software companies in what-it-does and how-to documentation," wrote one reader. "My guess is that a lot of the complaints and technical service problems would be eliminated if they'd pay some attention to this forgotten area. It seems like every time I get a new program, I have to grope my way through it to find out how to operate it with little or no help from the vendor. And if I have a problem with that or something comes up that I don't understand or can't figure out, the help documentation is either non-existent or deplorably incomplete, and I have to try for info from a tech services guy. This is an incredibly inefficient and expensive way of doing business. Suppose you had to find out how to set your auto's clock-radio by trial and error or by calling a tech at General Motors?"
Many readers think the main reason for shortchanging customers on the documentation is to give the vendor a lucrative aftermarket. "These days almost any manual in book form or CD leaves a lot to be desired," wrote another reader. "And I think it is done on purpose. What I see more and more is the developer offering training classes or computer-aided instruction tools to better understand the product. So you purchase the software, but the developer wants more out of the sale. They skimp on the manual but then offer what should have been in the manual for an additional fee. Then of course there is the fundamental class, the intermediate class and the advanced class. What a rip-off."
Another reader, himself a technical editor, had a somewhat different theory. "This is a by-product of the outsourcing trend," he wrote. "Tech writers and engineers have trouble enough communicating when they're in the same building and speak the same language. When there are on opposite sides of the globe and can't understand what each other is saying, you can bet the documentation will reflect that fact."
What's your theory on the state of documentation? Have you seen specific examples of vendors who restrict the information flow if you don't pay extra? Or companies that do a good job of giving you the documentation that you need? Post your comments here or write me at Foster@gripe2ed.com.
And, hey, don't forget to vote today. You can't gripe if you don't exercise your right to do something about it.
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