I am writing this on behalf of people who look at documentation as a "freebie assistance" entity that usually gets packaged with the product. Interestingly, we as a consumer, wish for the complete support of the product and manual is just a piece of cake.
I think it breaks all the barrier in getting familiarized and troubleshooting the products. It gives a calm solution to the product. You just have to refer it, man, before you jump up over your toes and make a conclusive statement about the quality of the product.
Documentation not only speaks about the true insights of the application but also acts as a "face value" of it. It has got technically accurate information supplemented with the easy-to-search and other usability features. Do we keep in mind all the parameters that any customer will be concerned about:
* Easy availability of Information at the mouse click
* Technically accurate information
* Structured documentation
* Searchability
* Intuitive Searchability feature
* Indexing
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