Think of a component on an automobile that is necessary throughout the vehicle’s life, yet gets used only when something goes wrong. What if I told you that this component is part of every vehicle that rolls off an assembly line—yet, sometimes, mysteriously, it goes completely missing? That every OEM takes a different approach to this component’s design, and that, in fact, sometimes its design is influenced less by the engineering group than the legal team, or the marketing department? Obviously, this is an unusual and important component, and you’d think that, as an industry, we wouldn’t stand for such a scattershot design process! But we do every time we print an owner’s manual. With this in mind, Carlisle recently investigated the world of owner’s manuals through surveys, benchmarks, and independent research.
Owners’ manuals are not just government mandated components that must be included with new vehicles. Drivers actually use them, and they use them for years! As part of our survey, Carlisle found that manual usage may drop over time, but even when a vehicle is ten years old, drivers still use their manual nearly twice a year:
“So, everyone makes these differently! But who is everyone…?” Everyone is, literally, everyone! Most OEMs don’t have a single group that makes an owner’s manual; many different parts of the organization influence the content. When asked, “How much influence does each of the following groups have over owner’s manual content”, this is how ten OEMs responded: