ERIC Number: EJ498798
Record Type: CIJE
Publication Date: 1995
Reference Count: 0
A Good User's Guide Means Fewer Support Calls and Lower Support Costs.
Spencer, Cathy J.; Yates, Diana Kilbourn
Technical Communication: Journal of the Society for Technical Communication, v42 n1 p52-55 Feb 1995
Compares support calls and related costs for customers who received quality documentation for a messaging system with calls from users who received condensed, inadequate documentation. Estimates that using quality documentation saves the company $1 million annually. (RS)
Publication Type: Reports - Research; Journal Articles
Education Level: N/A
Authoring Institution: N/A
Note: Special Section: Measuring the Value Added by Professional Technical Communicators.