Objections to outsourcing a technical writing project
This page answers some objections to the outsourcing of a technical writing project.
If your software is simple, then your customers do not need much documentation. Possibly, only a splash screen with simple instructions is sufficient. Do not supply documentation if people do not need documentation.
Possibly, these alternatives to software documentation are a better way to help your customers.
A related objection is that "an outsider will need much time to understand our software."
You can do one of the following things:
- Explain to one technical writer how your software operates. That technical writer can then create clear documentation.
- Let your customers struggle, and then make sure that the personnel on your service desk have the time to answer your customers' questions.
Good documentation is not cheap. However, frequently, the return on investment is high. One case study shows that good documentation decreases costs and increases sales.
Some software companies send expensive glossy brochures to possible customers. The brochures tell possible customers that the software is good. An alternative is to show possible customers the quality of both your support.
If customers do not need documentation, then do not supply documentation.
Ask why your customers do not read the existing documentation:
- Possibly, the documentation does not answer your customers' questions.
- Possibly, other options are better. One customer has an excellent service desk, and customers preferred to telephone the service desk.
Creating effective documentation is much more than only writing. A large part of the job is asking questions and designing the structure of the documentation.
Marketers, software developers, software trainers, and other personnel are experts in their domains. Usually, they are not experts at designing documentation.