User Documentation Saves One Million Dollars Annually!
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Cut your support costs!
GE Information Services in Rockwell, Maryland, estimated that the user documentation for its software products saved over one million dollars annually in support costs.

To obtain this estimate, GE Information Services compared support calls by five customer companies. Four companies received user documentation from GE Information Services, while one company produced its own condensed user documentation. That company called for support 641 times over a five-month period. Over the same period, the other four companies together called for support a total of 59 times.

To obtain the annual cost savings, GE Information Services estimated the cost of the calls they avoided by providing their clients with effective user documentation.

Source: "A Good User's Guide Means Fewer Support Calls and Lower Support Costs," Cathy J. Spenser and Diana Kilbourn Yates, Technical Communication, February 1995, pgs. 52-55.

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