Frankly, I’m not sure there’s much difference between my original statement and your rephrasing of it. I wouldn’t classify customer support or call centers as a project because it doesn’t really have a lifecycle—no beginning or end. It’s an ongoing service effort. But I agree with you that sometimes customer service isn’t much service at all. Many times, it’s a sales pitch.

The same with the other things you listed; not much of a lifecycle there. I’m thinking of projects in the sense of something that is funded, has a start and end, and results in a product (rather than negative feelings about someone or something or someone gaining a campaigned-for position).

Thanks for commenting. I’m subscribed to your blog as well.

Can I offer an alternative viewpoint here?

<The goal of a project is to make the user successful at what he wants to accomplish.

No.

The goal of a project is to achieve its objectives.

This may, or may not, make the user successful.

An example.

Interruption advertising, politics, negative PR campaigns, nag-ware, and other ‘projects’ that are not related to pleasing the customer.

Another is customer support and call centers. It would appear they are trying to please the customer, but in my experience, they’re often trying to get rid of you. Try to return a product and see how easy/hard it is.

Maybe if we re-phrased this to

<The goal of technical communications is to help the user accomplish what they wish to achieve.

Then, if you have a common vocabulary (i.e. the users, writers, and developers) all have the same understanding, then, maybe, maybe, maybe, they’ll come to some form of agreement.

By the way, I think people want to be understood but making the effort to put yourself in someone else’s shoes — that’s hard work.

Hope this reply is taken in the best spirit. I read your blog in my Google Reader.

Bye

Ivan