Documentation is Product Management

I have put a ton of effort into marking up my help pages with HTML id tags.  Here’s an example:

<h2 id="installation_problems">Installation Problems: </h2>

Why do this?

So when people ask questions I have seen dozens times before about an issue they are having installing Zen Cart Discount Preview, I send people directly to the portion of the Discount Preview documentation which describes installation problems: you can send them the link

Over time, as you build up your list of tags that you can use in answering questions, you are enabled to not only provide better service (since you can answer more quickly), but also to save time, since you don’t have to explain the answer again and again.  And on top of that, you’ll probably spend time refining the one answer you have written down to the question so that it improves in quality over time.

Pricing is Product Management – $450 Chase Sapphire Reserve sells out

Value-Seekers Warm to a $450 Annual Credit Card Fee – New York Times.

This is really interesting to me. Not because I’m going to run out and spend $450 on a credit card – but as a product manager.

Many product people assume a price sensitivity which is greater than the market actually feels. Chase now has three price points on their rewards cards – free (Chase Sapphire), $100/yr (Chase Sapphire Preferred) and now $450 (Chase Sapphire Reserve). The $450 price is on par with the MasterCard Luxury Card (formerly Black Visa) promoted by Barclays, and significantly lower than the Amex Centurion ($2500/yr). Even more interesting is the fact that Chase has not heavily promoted the card – it has gone viral through word of mouth. And in a world where consumers are saturated with messages, the ability to successfully use word of mouth marketing is gold. Or should I say Sapphire? 🙂