Creating efficiency and cutting costs in General Electric

General Electric developed a new version of a software manual. A study compared users of both versions of the manual and found:

• 97% less support calls on average for clients using the new manual
• over $1 million a year saved in support costs.

Source: Cathy Spencer and Diana Yates (1995) ‘A good user’s guide means fewer support calls and lower support costs’ 42(1) Technical Communication.

Manual users and support call comparison