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Ford Pioneers CD-ROM Supplemental Owner Manual

22 January 2000

    ORLANDO, Fla. -- Customers who buy a 2001 Ford Explorer Sport or 2001 
Explorer Sport Trac can expect the latest technology from their vehicles, right 
down to an innovative new CD-ROM owner's manual supplement called the 
"Owner Experience."

    "We expect the electronic supplemental owner's manual to create a dramatic
increase in customer satisfaction among our computer-savvy sport utility
vehicle customers, who are routinely turning to the Internet as a powerful
communications tool," said Darryl Hazel, executive director, Ford Customer
Service Division.

    "We're hoping that an interactive CD will encourage folks to learn more
about their SUV and help increase their knowledge of the vehicle's controls
and features," Hazel added.  "Today's vehicles offer a wide array of advanced
technologies, including sophisticated electronics systems that the customer
should understand.  Yet many people only take the owner's guide out of the
glove compartment once or twice a year, as a reference tool when they have a
question."

    In an industry first, with a few clicks of the mouse, customers also can
connect with Ford's collection of consumer web sites, including ford.com,
which provides continuously updated information on the company's products and
services.

    The CD-ROM is packaged with the traditional owner's manual and is designed
for use with a PC or Macintosh computer.  Customers who insert the CD into
their vehicle's CD player will hear a brief introduction to the vehicle's CD
and radio features, then be asked to insert the CD into the compact disc drive
of their home computer to explore the digital  "Owner Experience" owner's
manual supplement.

    Once inserted into a computer, the CD searches for a browser to run any
Internet applications.  If no browser is detected, the CD provides a toll-free
"800" number.

    The home screen allows viewers to explore five areas using the mouse's
point-and-click feature:

    *  Owner's Guide, including portions of the owner's manual on the
vehicle's interior, exterior, safety, maintenance and other new features
    *  Customer Service, including details on getting service, contacting
Ford, commonly asked questions, a Ford web site directory, warranty
information, dealer locator and recall information
    *  Vehicle Accessories, including racing accessories, apparel, racks,
cargo trays and organizers and security enhancement
    *  Dealer Services, including the Extended Service Plan, discount
certificates and new vehicle sales
    *  Enjoy Your Vehicle, featuring links to fordoutfitters.com , a key
element of Ford's "No Boundaries" SUV marketing campaign, as well as off-
roading tips and vehicle accessories.

    With the help of graphics and video clips, the interactive CD covers the
top product concerns that customers have questions about.

    "Because convenience and customer satisfaction are top priorities, we
designed the CD-ROM to let customers control what vehicle systems they want to
learn about.  They also may choose whatever medium they feel most comfortable
with in the learning process, whether video, text or audio," said Frank Ligon,
manager, Technical Support Operations.  "For instance, there are three levels
in the supplemental owner's manual: a quick video clip, a more detailed text
explanation and, by clicking on the next level, even more explanation.  The CD
also lets the customer see the text page of portions of the Owner's Guide as
well."

    A user-friendly search function allows viewers to personalize their search
using key words.

    "The CD-ROM 'Owner Experience' manual is a logical outgrowth of the 'No
Boundaries' marketing strategy we are taking to all of Ford's sport utility
vehicles," Hazel said.  "Our Explorer Sport and Sport Trac customers are
adventurous by nature, and this entertaining new approach to customer service
was crafted with them in mind."