To Buy or To Build - Comparing the Risks

Documentation and Training Services

There is a well known habit in most custom software development projects - documentation comes last after development.  Often, very little time is left for thorough documentation of a custom application before delivery, and it is rare that truly capable technical writers are called in to complete this documentation.

Whether a custom application was developed by IT or by an outside consultant, the documentation is often spotty, and done by technical staff who can find it difficult to provide proper help systems for non-technical users.

For a commercial application, the quality of help documentation is as critical as the application itself.  Help documentation shapes the initial impressions of each user, and is a very important reflection on the vendor.  Overcoming a bad first impression is certainly difficult, and so a great deal of time and effort is invested in help documentation.

Moreover, a custom application starts at a serious disadvantage with respect to documentation and training.  An established software vendor has had years to finely tune the documentation long before the delivery date, with writing and rewriting.  With each new release over the years, comments from users can be used to adjust the documentation. 

Custom applications are often plagued by delays, and will usually rush delivery of the application.  Good, thorough documentation is often one of the many casualties.

Likewise, the best training programs require experience.  With a commercial application, lesson plans are continuously revised, usually over many years, to provide the most effective training experience, whether it be self training guides, Internet based training, or classroom training.

For more on Risks, please see:

• Financial Risks

• The "Hit By A Truck" Syndrome

• Quality of Support

• Documentation and Training Services

• Obsolescence

• Some Conclusions

For anyone considering building a "home grown" system, we strongly recommend you read this article in detail and review the references provided.