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Betsy Maaks wrote:
> I am tapping into your great expertise to ask for your ideas about justifying
> documentation, specifically to reduce customer calls to customer service to
> solve a problem. I work for a manufacturer of telecommunication equipment and
> customer service is questioning the value of customer documentation.
Try also "Cost-Justifying Usability", ed. by Randolph Bias and Deborah Mayhew,
1994 Academic Press, 92101-4495
They take the point of view of a usability engineer, but many of
the approaches they recommend can be adapted to making a case
for improvements in documentation.
[aside: the copyright pages includes only a zip code, not a
city or state. hmm. ]
John Gough gough -at- austin -dot- asc -dot- slb -dot- com
Technical Consultant johngough -at- aol -dot- com
Schlumberger -- Austin Product Center C1.147 -- (512) 331-3656