Chapter 18. Unifying Product Documentation
About six months ago, I realized that I didn't know how to use one of the more esoteric features of my complicated aviator-style watch. After spending a few futile minutes poking around the manufacturer's Web site, I realized that no documentation was available online. So I located the toll-free telephone number for service, and after waiting on hold for 10 minutes, I spent about 10 minutes giving the customer service rep my address, watch model number, and so on. Then, a mere seven days later I received a hand-addressed envelope with a copy of the manual for my watch.
This experience was expensive for the watch manufacturer, and frustrating for me, the customer. Now, thanks to XML, the goal of publishing ...
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