Sales/Marketing Driving Documentation Approach and Training Manual ?

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Q. Sales/Marketing Driving Documentation Approach and Training Manual ? I have a feeling that what I am about to experience is not unique. Do any of you work in organizations where sales and marketing needs drive the way in which document your products? I'm currently trying to come up with most effective way to document an RF interface. Floor operators in a warehouse can scan and type data into the RF screens, and the data is uploaded to the database and can be viewed/managed/used in the GUI on a pc. Now, the floor operators usually don't have any access to a PC. They are also constantly moving around the warehouse, so it is unlikely that they would carry around a manual with them. It is very likely that at the moment they most need some help, they are on the other side of the building from the operator's manual (which doesn't exist yet!). To me, the ideal way to document this interface would be some sort of online help. Obviously, it would be rather restrictive given the screen size on these units, but at least it would always be available wherever the operator is at. However, on several occasions I've been approached by some of our sales reps asking for documentation they can show in meetings with prospects. Since RF is a big feature of our total system, they often ask for RF documentation. Obviously, they can't show RF help in a sales meeting - they probably won't even have an operating RF unit in the meeting. And the primary purpose of showing the documentation is really to show off some of the system features (not to show off the documentation), complete with screen shots. I'm sure sales/marketing is going to want to do a printed manual. In an ideal world, we would do both, and probably will at some point. But how do I convince the PHB that we should put the needs of our current users over those of our sales force? A printed manual will look pretty, and will probably make for a nice door stop for a team leader on the floor. But I can't see that it would be of much practical use except perhaps in training situations. Any suggestions from those of you who have had to balance marketing needs over practical application?

A. -The simple answer is to do both. Create the online help system first, then export or "publish" a document for the sales force from that system. I've even added screenshots to the sales doc after exporting it from the help system -Does PHB = sales/marketing? Sounds like they're just presenting their "Like to have" list to the bosses. You should point out that Help is for the user. However, why not offer to modify the handheld help into a manual? It could just be a compilation of the help you write, perhaps as a Powerpoint presentation. Or better - how about offering to write a training manual also? That's something that current users, sales people, and new customers can all use. It sounds to me like you might have two separate projects - the handheld help and some sort of training manual. Just show the PHBs how everyone will benefit - both in the organization and customers. And show the sales weenies how this will enhance the product by offering training for new users. -What about a manual, and laminated quick-reference "cards" describing the most commonly-used procedures/features etc.? The cards could be put on a plumber's chain and kept in a pocket, left in strategic places around the warehouse, even possibly attached to the terminals. The reason I suggest this is that a) sales and marketing are ALSO your customers and you should accommodate their needs as well b) I don't know anything about software that runs on RF terminals, but I'll bet that there isn't a lot of available memory to run help c) I'll bet that you can identify some key/core procedures that could be put on the cards and cover 95% of what the users do most frequently

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