Reference no: EM133332130

Task : CASE STUDY

As one of the first to enter the field of office automation, Plusline Software had built a reputation for designing high-quality and user-friendly database and accounting programmes for the business industry. When they decided to enter the word-processing market, their engineers designed an effective, versatile, and powerful programme that Plusline felt sure would outperform any of their competitors.

To be sure that their new word-processing programme was accurately documented, Plusline asked their senior programme designer, Lincoln to supervise writing the instruction manual. The team was asked to prepare thorough, accurate and precise description of every detail of the programme's operation.

Unfortunately, three months after the programme was sold , cries for help flooded in from office workers who were so confused by the overly complicated and detailed instructions that they could not even find out how to get started. Then, several business sites reviewed the programme and judged it "too complex" and "difficult to learn." After an impressive start, sales of the new word processing programme plummeted. The management team in Plusline were dismayed with the feedback they received from their staff and clients regarding their manual.

Plusline eventually put out a new, clearly written training guide that led new users step by step through introductory exercises and told them how to find commands quickly. However, the rewrite cost Plusline RM550,000, a year's lead in the market, and its reputation for producing an easy-to-use business software.

Lincoln was then asked to draw up an report giving a full account on what had happened with the instruction manual.

1. Why is written communication the best way for Lincoln to inform the management over what had happened? Explain your answer.

2. Identify two factors that led to the failure of the instruction manual.

3. State the outcome of this situation to the organisation.