Consumers Frustration Growing Due to Insufficient Technical Documentation

SAN DIEGO, California—May 1, 2002—An April 26, 2002 CNN poll suggests 80+% of consumers are either dissatisfied or sometimes dissatisfied with the tech support that they receive; Manual Labour helps to identify these pitfalls for manufacturers

The evidence shows that the increasing sophistication of high-tech products coupled with the lack of written manuals is leading to dissatisfied users. The 27,000 respondents to the poll reported longer waits on hold and less than knowledgeable technicians. It is also taking longer to find fixes. An increasing number said the problems were never solved. Manual Labour contends that by anticipating the questions that users might have and by providing a comprehensive index, they can help to reduce technician costs, typically anywhere from $12 to $48 each time a technician picks up the phone, and increase consumer satisfaction.

When consumer electronics manufacturers commit to designing comprehensive technical manuals and/or electronic help files to accompany their products, consumer satisfaction is dramatically increased," says Bonni Graham, CEO of Manual Labour. Graham goes on to say that back end costs are also considerably lessened with effective documentation. Having a solid strategy to provide clear, concise documentation should be a pillar for any manufacturers ‘cost avoidance structure."

Manual Labour is a full-service technical documentation company specializing in creating award-winning manuals. Manual Labour is located in San Diego, California at 3800 Ray Street, 92104. They also partner with existing publication departments in support roles and offer consultative services. Manual Labour operates primarily in the consumer electronics and automotive industries as well as in web-based database software services.