re: livedocs

Subject: re: livedocs
From: eric -dot- dunn -at- ca -dot- transport -dot- bombardier -dot- com
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Fri, 28 Jun 2002 11:13:41 -0400




I always thought that some sort of user feed back for help files should be
something easy to implement. As I doubt I'll make any money off the idea I'll
give it away free here.

Why not have a button/menu item in the help system that allows users to send in
comments. As part of the process give it a tracking number, identify the
topic/item, ask the user to classify the problem (error, omission,
clarification, etc. and allow them to enter their comments (make it easy for
them to quote the content). The whole thing could then be formatted into an
e-mail message and sent to the vendor.

At the other end, the bug tracking database would log the entry and auto-respond
to the user. With the tracking number, the user should get feed back on their
comment. If it was fixed in a reasonable delay, they could even be informed of
an available download for an updated help file. At the very least, the files
would stand a chance of being corrected for the next release.

This approach would probably gain a lot of customer loyalty.

Eric L. Dunn




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