BUSINESS

COMMUNICATION
Isha Bhardwaj
(500105510)
TABLE OF CONTENTS

01. INTRODUCTION 02. PROBLEM

03. SOLUTION 04. CONCLUSION

 The instruction manual
scared customers away
Sagatec Inc. is an office automation company which is
designing high-quality and user-friendly database and
accounting programs for businesses and industries.

The company is facing the problem of an exponential

decrease in sales due to its lengthy manual which no one
wants to read.

This presentation will talk about the strategies and

experiments used by Sagatec Software Inc. to overcome
this business communication issue.
 PROBLEM STATEMENT
● The research found that even when people did read manuals, they become frustrated and often found them
ineffective.

● Most users believed that it was unclear to find information as the structure and layout made it difficult to use and
navigate.

● They found that most manuals have incorrect assumptions about what users need and that the terminology was
confusing and inconsistent. Besides, the information was irrelevant and not enough to actually help users.

● When Sagatec began marketing its new word processor, cries for help flooded in from office workers who were so
confused by the massive manual that they couldn’t even find out how to get started.

● Then several business journals reviewed the program and judged it “too complicated” and “difficult to learn.”

● After an impressive start, sales of the new word-processing program plummeted.

 PROBLEM STATEMENT
● When you purchase an electronic device they usually come with printed manuals or “Quick Start” flyers. But these
manuals aren’t available on the go.

● Imagine you just bought a digital camera and you have an issue during a photoshoot. You will have to rely on
different sources to solve the issue on the spot. There’s no way you will grab your car keys and get the manual that
you left in your office drawer.

● In workplaces, manuals for office equipment are rarely made available to everyone that needs to use it. Also, during
employee training, you receive a handful of documentation regarding the company itself (processes, systems, you
name it).

● But when you’re really having doubts, the most resourceful information will be from experienced co-workers.
SOLUTION
● Sagatec 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.

● But the rewrite cost Sagatec $350,000, a year’s lead

in the market, and its reputation for producing easy-
to-use business software.

● The Company knows, many of its customers need

this to understand and fully access their user
documentation. And knew not to leave them behind!
Conclusion
● The company should spend enough time and effort creating your user manual because it is an
essential component of your product or service. There are many various tools that are each
appropriate for various organizations with various needs. Spend some time trying them out to
see which one suits you the best.

● Providing a useful user manual can lead to happier consumers who will do business with you
longer. Your self-service option will help reduce the number of customers who contact the help
desk, which will be appreciated by your customer service team.