During the course of investigating a customer’s software issue, I’m sure I overheard someone invoke Murphy, it may even have been me…We’re all well aware of Murphy’s Law, which over time has been distilled down to “Anything that can go wrong, will go wrong.” Judging by the ebb and flow of sites dedicated to corollaries of Murphy’s law, as they apply to computers or computing, it would seem that there is a definite connection in our gestalt between Murphy’s law and computers.
Where the Money Lives Series, Part 5: Creatively Approaching Support & Maintenance Services
In the previous article, Helping People Change Their Work Habits, we spoke about Change Management and generally helping people progress their corporate documentation work behaviors to a new way. This article picks up on that theme with opportunities to create support and maintenance programs that really make a difference for your clients.
The ‘Net is full of horror stories from both those providing support and those requiring support. Sadly, both groups want exactly the same thing – to have an issue addressed as quickly, as painlessly and as thoroughly as possible.