Somewhere along the way we started writing better documentation for software than for people. We’ll revise a prompt eleven times to strip out ambiguity, then hand a new teammate a login and tell them they’ll pick it up. The customer gets the polished narrative. The team gets a shrug and a net.
Flip that.
The team is the one that needs the manual, because they’re the ones who end up writing the customer’s. And, really, when has “use common sense” actually worked out as a reliable bet?
Stay Positive & Say The Obvious Thing Out Loud
Garth Beyer is a Certified Cicerone®, Product Marketer, owner of Garth's Brew Bar and a Madison-based freelance writer.
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