RE: Documentation and Bug Reports

Subject: RE: Documentation and Bug Reports
From: "Goldstein, Dan" <DGoldstein -at- DeusTech -dot- com>
To: "TECHWR-L (E-mail)" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 4 Feb 2004 11:02:09 -0500

Years ago, at a meeting with a company exec who hired our firm, he told us
that the goal for our documentation was to reduce the calls to their Help
desk by 20%. I don't know how they planned to measure that, if they really
measured it, or what the final number was.

Dan Goldstein

> -----Original Message-----
> From: John Posada
> Sent: Wednesday, February 04, 2004 10:48 AM
> Subject: Documentation and Bug Reports
> ...I asked what does the TechSupport/CustomerSupport
> logging system show as problems that if the documentation had
> addressed
> the situation in the first place, the call might not have happened in
> the first place...
> ...anyone else doing this as a routine part of
> documentation updating, review, or development?

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