RE: The Perfect Productivity Metric

Subject: RE: The Perfect Productivity Metric
From: "Smith, Martin" <martin -dot- smith -at- encorp -dot- com>
To: TECHWR-L <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Mon, 10 Jul 2000 12:16:39 -0600

One useful practice to have in place is a help-desk database, whereby
technical support personnel log each phone call, the end user's question,
and the information given. Doing this accomplishes several things:

First, background information is captured that would otherwise get
disseminated over the phone line but not retained as part of the company's
intellectual property. The information accumulated in such a database is
quite valuable as background information to the technical writing

Second, one can track the types of questions that end users are asking. If
any trends develop, this may suggest ways to improve the product. Any trends
may also indicate areas in which the documentation needs to be clarified,
expanded, or improved.


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