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Source: https://writers.stackexchange.com/a/33272
License name: CC BY-SA 3.0
License URL: https://creativecommons.org/licenses/by-sa/3.0/

I believe the key question to ask yourself - and your marcomm colleagues - is the **aim** of each piece of documentation you are producing.

Using your example, you can have two kinds of introductory material for your product: the **why should I use this** and the **how do I start using this**.

For the second type, you're dealing with "pure" techcomm - instructing a user who has already decided on your product. They need no more cajoling, they need specific information as to why and wherefore. There is, in my opinion, no place for marketing-speak here and you should stand your ground when discussing this with your marketing-minded colleagues.

With the **why should I use this** kind of introduction, the situation is more complicated. An intro like this would serve a dual purpose: to inform (e.g. about specific features, technical requirements and whatnots) and to convince ("use us because we are awesome").

I believe the best solution (if your content structure allows) is to clearly distinguish these kinds of texts. For example, at the start of the "mixed-type" introduction you can include a clear link: "See this for a technical overview of the system and its features". Preface the technical introduction with a "Still not convinced? See 7 good reasons to start using Product X" and link to the marketing-y part.

* * *

Marcomm has, as you called it, "legitimate reasons" to not always be 100% truthful - absolute about the product does not always sell. By its nature, marketing may stand in opposition to the fundamental rule of technical communication: to tell the truth, the whole truth and nothing but the truth about your product.

Original score: 10