Descriptor
Source
Technical Communication:… | 6 |
Author
Bist, Gary | 1 |
Blackwell, C. Al | 1 |
Cover, Martha | 1 |
Millar, Carol | 1 |
Spencer, Cathy J. | 1 |
Wiley, Ann L. | 1 |
Yates, Diana Kilbourn | 1 |
Publication Type
Journal Articles | 6 |
Reports - Research | 3 |
Guides - Non-Classroom | 2 |
Guides - General | 1 |
Reports - Evaluative | 1 |
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Peer reviewed
Millar, Carol – Technical Communication: Journal of the Society for Technical Communication, 1998
Contends information traditionally found in manuals should be integrated into the product itself, and the amount of information required can be reduced and made available when needed. Suggests strategies to increase customer satisfaction and to lower support costs. States that technical communicators can focus on the needs and skills of the users.…
Descriptors: Guides, Merchandise Information, Technical Writing, User Needs (Information)
Peer reviewed
Blackwell, C. Al – Technical Communication: Journal of the Society for Technical Communication, 1995
Examines the effectiveness of an installation guide for an online help computer software product. Finds that customers thought the guide was clear and easy to understand and reduced the need to call the help desk. Notes that customers who said that they were calling less had in fact reduced their help calls by 80%. (RS)
Descriptors: Cost Effectiveness, Online Systems, Use Studies, User Needs (Information)
Peer reviewed
Bist, Gary; And Others – Technical Communication: Journal of the Society for Technical Communication, 1993
Describes setting up a customer review network, using computer networks and fax machines, to collect customer feedback on documentation during the stages of designing and writing the information. Describes the electronic feedback from one customer in particular and how it was analyzed and used to modify the information before releasing it. (SR)
Descriptors: Computer Networks, Electronic Mail, Facsimile Transmission, Technical Writing
Peer reviewed
Cover, Martha; And Others – Technical Communication: Journal of the Society for Technical Communication, 1995
Suggests that investing more presales dollars in timely, accurate, and complete documentation may significantly reduce the total cost of customer support. Shows how judiciously increasing investment costs significantly reduced the avoidable costs of supporting customers of a computer software documentation product, and reduced the total costs to a…
Descriptors: Case Studies, Communication Research, Computer Software, Cost Effectiveness
Peer reviewed
Wiley, Ann L. – Technical Communication: Journal of the Society for Technical Communication, 1993
Describes Quality Function Deployment (QFD), a systematic method for assessing customer requirements and integrating them into the design and production of any product. Applies QFD to the writing of computer manuals. (SR)
Descriptors: Methods, Technical Writing, User Needs (Information), User Satisfaction (Information)
Peer reviewed
Spencer, Cathy J.; Yates, Diana Kilbourn – Technical Communication: Journal of the Society for Technical Communication, 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)
Descriptors: Case Studies, Communication Research, Computer Software, Cost Effectiveness