The cost of poor documentation
"Microsoft estimates the total cost of a single call answered by a help desk technician to be more than $20 per call — regardless of whether the technician can provide an answer." Saving Time, Money, and Expertise with a Self-help Support System, Saul Candib. Microsoft TechNet, May 1997, Volume 5, Issue 5.
No documentation (or poor documentation) costs you money. Consider these costs to your company.
Help desk
- Salaries of all help desk staff
- Office space and equipment for Help Desk
- Training of Help Desk staff
Lost custom due to
- Bad press to third parties
- No upgrades (customer goes to competitor)
- No purchases of your other products by customer
- Poor reviews in magazines
Other
- Refunds and related administration costs
- Lost developer time if customers phone directly
- Lost productivity by your staff
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