What Do Manuals Say About Your Company?
http://www.manuallabour.com/files/What-Do-Manuals-Say-About-Company.pdf

Manual Labour
2003

Abstract:

According to the Consumer Electronics Association, product returns represent a $10 billion-dollar-a-year problem for the consumer electronics industry. Technical support costs are spiraling (even with the migration to off-shore providers) while consumer satisfaction with this support is plummeting. New technology and expanded offerings to a stabilized market are increasing competition. What can manufacturers do to help combat these problems? Better consumer manuals are a start.