RE: Metrics used to evaluate Technical Writing/Publications

Subject: RE: Metrics used to evaluate Technical Writing/Publications
From: Sion Lane <sion -dot- lane -at- unit4 -dot- com>
To: "techwr-l -at- lists -dot- techwr-l -dot- com" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Mon, 14 Sep 2015 09:02:24 +0000

Will Husa said:
" I suggest that you speak with your Help Desk. They are on the front line for
complaints. Ask them what your customers are complaining about and then
create a metric based upon that."

As part of this, ask your helpdesk to include a new question in their script "Did you try to solve this issue by checking the documentation?" or words to that effect. If the customer has not tried, the helpdesk could try and point them in the right direction for future reference; and if they have, they should be able to identify why it wasn't helpful.

Spending a day sitting in on support calls can be a great way to identify holes in the documentation, and a depressing way to discover that nobody actually reads the fm.

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