OVERVIEW

Many organizations produce in-house tools or modify commercially-available tools for their own use. These tools should get documented so they are of use to others in the organization.

If this documentation is not created or is poorly written, it costs you twice:

* The first cost (attributed to any poor user document) is the cost of answering the Users' questions (technical support).

* The second cost, arises from the lost time of your employees trying to understand the poor User Document.

Psychological costs also affect both the external and the in-house User.

THE FIRST COST: TECHNICAL SUPPORT

This is the cost you incur whenever you produce poor (or no) User Documents. It arises for any User when he/she needs technical support. For external Users, the cost is your technical support staff, toll-free telephone lines, etc.

For internal Users the cost is the time spent by the developer or modifier of the tool to answer the questions of his/her fellow employee. This is an expensive technical support cost...these people are usually paid more than your technical support staff. Thus this first cost is even greater for poor in-house documentation than for shoddy documentation released to the public.

THE SECOND COST: USERS' TIME AND RESOURCES

For Users outside your company, the second cost is assumed by the Users themselves or their employers. These confused Users are expending their company's time: the time lost trying to get the product to work, and the time spent dealing with your technical support.

For your in-house Users, this cost is borne by your company. It is your employee--on your time-- that is wasting your company resources trying to use an arcane product or document. Here is where your deficient in-house documentation costs you twice.

PSYCHOLOGICAL COSTS AFFECT ALL READERS

In addition to these time and monetary costs, there are the psychological costs wreaked by poor User Documentation.

For frustrated Users outside your company, your poor documentation results in a negative perception of your company and its products. This may result in loss of business.

For users inside your company, the psychological cost is decreased employee morale, as evidenced from these possible statements:

* Our company produced this junk?

* These people are not a sharp as I thought they were.

* If other employees can produce this confusing stuff, then I can work at that same level.

Thus the ill will outside your company can cost you future sales; the ill will inside your company can cost in decreased employee morale.

SOLUTION: INFORMAL REVIEWS

Once someone writes a User Document for an in-house tool, that document should be informally reviewed.

SELF-REVIEW

The author can perform the first review on his/her own.

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