In today's information society, it is essential to have access to information that assists us in doing our daily jobs effectively. When society is driven by complex information technology, good documented system information is especially essential.
We have all encountered a time when such information is lacking and we are extremely frustrated when we can't find what we need in a user manual; when on-line help is no help at all and when installation instructions are incomplete. As a result, poorly-written technical documentation can be costly.
In contrast, good technical documentation has many tangible benefits. Clear documented materials can prevent errors or make business processes more reliable for the user.
The benefits included are:
Satisfied users
The end-user experience is more successful because of high-quality written materials. Poor or non-existent user manuals alienate customers, inadequate on-line help wastes valuable time and support that is not available immediately, or slow in coming, will frustrate customers.
Good documentation will reduce your support costs
Every solution that your user finds in the user guide or on-line help system means one less call or email to your support line. The support team can concentrate on finding answers to real problems, rather than explaining to a customer how to operate a computer program.
Your products will attain longevity
Clearly written materials can prevent customer errors and make business processes more reliable. The sooner your customer gains benefit from your product the longer they will use it and not be hindered by it.
Free usability testing of your product
The process of documenting a computer application can also highlight functional problems and lead to their correction. To produce complete user documentation all options of a computerised system are essentially tested.
Sales
Improved sales result from the availability of easy to use product information.
As a result, agreement can be reached on system functionality between IT staff and client business departments thus finalising system and user documentation.
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