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Since Ginny Redish received only one response to the following message
(posted to the 7 September list), I decided to send the message again in
hopes of generating more participation.
Here's your chance to participate in STC's project on the value technical
communicators add to their work. Ginny Redish, who is not a participant on
TECHWR-L, has asked me to post the following message. If you decide to answer
directly to TECHWR-L, I will forward your messages to Ginny.
- - - - - - - - - - -
> This message is from Ginny Redish.
> As part of the STC-funded project on > Measuring the value added by
professional > technical communicators, Judy Ramey and I > are writing a
booklet on how to use > reducing support calls and costs as a > measure of
> One important issue is how to categorize > support calls so as to isolate
problems in > documentation or problems that could be > ameliorated by better
> We are interested in the categories and > definitions of those categories
that different > companies use.
> If your company has a group that fields > requests for help from users
(Tech Support, > Product Support, Customer Service, Help > Desk, whatever
they are called) and those > people track or log the calls, please help us >
by answering these questions:
> 1. Do they categorize the calls?
> 2. Is documentation a category?
> 3. If so, how is it defined, that is, what > types of problems go into the
> 4. How does the Support person decide to > put a problem in that category?
(Does > the user have to mention that he or she > tried to use the document?)
> 5. What other categories do the Support > people use that you consider
related to > documentation? For example, one > company also uses the category
> tutorial, which they define as anytime > the user requests help on how to
perform > a procedure. Please include both the > name and definition of the
> 6. Do the Support people ask users if they > tried to use the
> Thank you very much for sharing information > with us. If we may mention
your company's > name, please let us know. Otherwise, we will > use the
information as anonymous examples.
> You may send responses directly to Ginny at > redish -at- quark -dot- umd -dot- edu > or
through the listserver.