After reading the You are what you read blog by David J Andersen, I was attracted to the editorial comment RTFM! Whose time is really being wasted?, written back in 2000. As you probably know by now, I hate reading books but that’s not the most important reason why I like the article. What I like about it is the idea of designing out the problems.
If a product does not need a manual, you can save time and energy on reading it and on writing it. And if problems are designed out of the product, the product in inherently more suited for use by the customer which creates customer satisfaction, boosts the product vendor’s reputation and improves the competitiveness of the product (and thereby the product sales). In addition, the product vendor’s can save on the support organization because less customer problems need to be solved.