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> Are you saying that releasing documentation is going to increase the number of support questions? Yes, absolutely. Notoriously, smaller customers are more ne
by Kirby64 1y ago
> Are you saying that releasing documentation is going to increase the number of support questions?
Yes, absolutely. Notoriously, smaller customers are more needy in fact. The bigger the customer, the more competent their engineers tend to be (or, the more time they have to spend figuring out how to use your stuff). Smaller customers try to offload support onto vendors, which pushes burden onto internal vendor teams (who don't want to provide the support...).
- Dylan16807 1y agoSmaller customers are more needy, sure, but there's a couple steps missing here. Is better public documentation going to bring in a lot more small customers, more than it solves problems? Is an NDA by itself keeping away lots of small customers?
- Kirby64 1y ago> Is better public documentation going to bring in a lot more small customers, more than it solves problems? Maybe. The other thing is that public documentation gets a lot more scrutiny than internal documentation. You don't have any resource to talk to, so something like typos or mistakes need to be corrected rather than just papered over by a helpful applications engineer.