Don’t staff feel more comfortable with a manual in their hands that they can refer to when needed?

This is true for some staff who likes a hard copy document to work from. This is also quite natural as we have been “etching”, writing, and reading using hard copy for centuries. However, there are significant limitations with hard copy in the modern business environment. They are difficult to edit once published and go out of date quickly. They also cost money to print, copy and distribute and can involve a lot of technical reading depending on the complexity of the information. Manuals often provide a fragmentary picture of a business process with the common use of “screen shot” images to support the text. Lastly, manuals are not often written by the actual people that perform the process with it being more common for the writer to question and interpret what the process is. Altogether, a hard copy document is inflexible and poorly leverages current multi-media computer technology.  more