======================================================================== THE GRIPE LINE: ED FOSTER http://www.infoworld.com ======================================================================== Tuesday, November 2, 2004
LATEST WEBLOG ENTRIES ======================================================================== * Diluted Documentation * Fighting for Financially Secure Browsers * Get the Facts on Microsoft Benchmarks ADVERTISEMENT -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- SBC Datacomm White Paper Find out how Crate & Barrel expects to save $180,000 by moving to VoIP, compared to a traditional PBX. http://newsletter.infoworld.com/t?ctl=9B3BA7:2B910B2 -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- DILUTED DOCUMENTATION ======================================================================== Posted November 2, 2:32 AM Pacific Time Are IT product vendors deliberately watering down the amount of information they provide in their documentation? Not only do a growing number of readers seem to think so, they have some interesting theories as to why reading the feeble manual no longer does much good. "The main thing that I notice about software today is the total lack of interest by software companies in what-it-does and how-to documentation," wrote one reader. "My guess is that a lot of the complaints and technical service problems would be eliminated if they'd pay some attention to this forgotten area. It seems like every time I get a new program, I have to grope my way through it to find out how to operate it with little or no help from the vendor. And if I have a problem with that or something comes up that I don't understand or can't figure out, the help documentation is either non-existent or deplorably incomplete, and I have to try for info from a tech services guy. This is an incredibly inefficient and expensive way of doing business. Suppose you had to find out how to set your auto's clock-radio by trial and error or by calling a tech at General Motors?" Many readers think the main reason for shortchanging customers on the documentation is to give the vendor a lucrative aftermarket. "These days almost any manual in book form or CD leaves a lot to be desired," wrote another reader. "And I think it is done on purpose. What I see more and more is the developer offering training classes or computer-aided instruction tools to better understand the product. So you purchase the software, but the developer wants more out of the sale. They skimp on the manual but then offer what should have been in the manual for an additional fee. Then of course there is the fundamental class, the intermediate class and the advanced class. What a rip-off." Another reader, himself a technical editor, had a somewhat different theory. "This is a by-product of the outsourcing trend," he wrote. "Tech writers and engineers have trouble enough communicating when they're in the same building and speak the same language. When there are on opposite sides of the globe and can't understand what each other is saying, you can bet the documentation will reflect that fact." What's your theory on the state of documentation? Have you seen specific examples of vendors who restrict the information flow if you don't pay extra? Or companies that do a good job of giving you the documentation that you need? Post your comments here ( http://newsletter.infoworld.com/t?ctl=9B3BA0:2B910B2 ) or write me at [EMAIL PROTECTED] ( mailto:[EMAIL PROTECTED] ). And, hey, don't forget to vote today. You can't gripe if you don't exercise your right to do something about ... For the full story: http://newsletter.infoworld.com/t?ctl=9B3B9D:2B910B2 FIGHTING FOR FINANCIALLY SECURE BROWSERS ======================================================================== Posted November 1, 10:04 AM Pacific Time We've had considerable discussion ( http://newsletter.infoworld.com/t?ctl=9B3B9C:2B910B2 ) here about websites that require Internet Explorer. Financial institutions in particular seem to be prone to not letting users have their choice of browser, but one reader found that a little bit of persistence can pay off in getting them to consider more open browser standards. "I am in a running battle with my brokerage, Securities America ( http://newsletter.infoworld.com/t?ctl=9B3BA5:2B910B2 )," the reader wrote a few months ago. "The website used to access my account will only accept Internet Explorer. There is also a disclaimer on the site that absolves Securities America of any liability for information disclosure. It seems to me that they cannot have it both ways: either they let me use a more secure browser than IE, or they should delete their disclaimer." The reader wrote Securities America's President and other company officials saying he would feel more secure being able to use Mozilla to access his brokerage account information. "I received a letter back from their IS Security Manager saying that Mozilla had security holes also," the reader wrote. "Of course, that was the only security hole in about a year and it was patched in a day, so I thought this was a flimsy excuse. ... For the full story: http://newsletter.infoworld.com/t?ctl=9B3B9E:2B910B2 GET THE FACTS ON MICROSOFT BENCHMARKS ======================================================================== Posted October 30, 11:25 AM Pacific Time Now that Steve Ballmer and company have given you all the facts you need to compare Windows and Linux, allow me to add just one little tidbit. A few days ago, Ballmer published an "executive letter" on Micrsoft's website ( http://newsletter.infoworld.com/t?ctl=9B3BA3:2B910B2 ) in which he invited IT professionals to look at all the propaganda ... oops, I mean facts Microsoft has assembled comparing open source and Windows platforms. And while he didn't point to it specifically, one couldn't help but notice the white paper at the very top of Microsoft's "Get the Facts" page ( http://newsletter.infoworld.com/t?ctl=9B3BA4:2B910B2 ). "Comparing Microsoft .NET to IBM Websphere/J2EE" is a study commissioned by Microsoft and conducted by The Middleware Company analyzing productivity, performance, reliability and manageability of the two platforms. Now, there are some interesting facts in that study and there are also some things that could be questioned, but I'm not going to go into detail on its findings or methodology. You can read it ( http://newsletter.infoworld.com/t?ctl=9B3B9A:2B910B2 ) for yourself if you're interested and make your own judgments. Of course, since Microsoft commissioned the study, it will come as no surprise to you that Windows wins. When you pay for the testing, you get to write the test plan. What interests ... For the full story: http://newsletter.infoworld.com/t?ctl=9B3B9F:2B910B2 Contact Ed Foster at [EMAIL PROTECTED] . Ed Foster's "Reader Advocate" column, http://newsletter.infoworld.com/t?ctl=9B3BA1:2B910B2 , can be read exclusively at his GripeLog Web site: http://newsletter.infoworld.com/t?ctl=9B3BA8:2B910B2 ======================================================================== ADVERTISE ======================================================================== For information on advertising, contact [EMAIL PROTECTED] UNSUBSCRIBE/MANAGE NEWSLETTERS ======================================================================== To subscribe, unsubscribe or change your e-mail address for any of InfoWorld's e-mail newsletters, go to: http://newsletter.infoworld.com/t?ctl=9B3B9B:2B910B2 To subscribe to InfoWorld.com, or InfoWorld Print, or both, or to renew or correct a problem with any InfoWorld subscription, go to http://newsletter.infoworld.com/t?ctl=9B3BA6:2B910B2 To view InfoWorld's privacy policy, visit: http://newsletter.infoworld.com/t?ctl=9B3BA2:2B910B2 Copyright (C) 2004 InfoWorld Media Group, 501 Second St., San Francisco, CA 94107 This message was sent to: [EMAIL PROTECTED]
