Chapter 18. Unifying Product Documentation
About six months ago, I realized that I didn't know how to use one of the more esoteric features of my complicated aviator-style watch. After spending a few futile minutes poking around the manufacturer's Web site, I realized that no documentation was available online. So I located the toll-free telephone number for service, and after waiting on hold for 10 minutes, I spent about 10 minutes giving the customer service rep my address, watch model number, and so on. Then, a mere seven days later I received a hand-addressed envelope with a copy of the manual for my watch.
This experience was expensive for the watch manufacturer, and frustrating for me, the customer. Now, thanks to XML, the goal of publishing documentation simultaneously on paper and on the Web is achievable.
Technologies Used:
Customer service is one of those thorny problems that face every large company. The sad part is that when the service is done correctly, it is invisible. It's only when it is poor that we really notice it. Applying XML to knowledge management problems can help an organization deliver the information that customers need in a format they can use.