Customer feedback

Subject: Customer feedback
From: Krista van Laan <vanlaan -at- BILBO -dot- NTC -dot- NOKIA -dot- COM>
Date: Mon, 27 Jan 1997 13:56:49 +0200

I'm interested in hearing how many of you solicit opinions about
your documentation from customers, and in learning about the
most effective ways to do so.

In previous jobs, I've seen
everything from telephone interviewing, to actual visits to
the customer site, to beta customers who were responsible for
document comments, to the ubiquitous customer questionnaire
inserted in the back of a manual. (Do those work? Does anyone
have any information about that?)

It occurred to me that while I've been aware of all these
different methods of feedback, the only method I really
know about first-hand is visiting the customer site.
Of course that's not always possible
since it's expensive, but I'd like to hear from anyone who's done
that, too, to learn how you gathered the information.

Krista Van Laan
Nokia Telecommunications Phone: 358 9 5112 3684
P.O. Box 33 Fax: 358 9 5112 3876
02601 Espoo Finland Email: krista -dot- vanlaan -at- ntc -dot- nokia -dot- com

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