Demonstrating Effectiveness and Value: A Process for Evaluating TC Products and Services
http://www.ingentaconnect.com/content/stc/tc/1997/00000044/00000003/art00007
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Carliner, Saul
Technical Communication Online
1997

Abstract:

This article attempts to provide a framework that can be used to assess the effectiveness and value of technical communication products, and suggest how we can use it to help our clients perceive the value of those products. The framework is adapted from a similar framework initially developed by Kirkpatrick for trainers. First, the article presents the Kirkpatrick model and identifies the limitations in using it to assess the quality and value of technical communication products. Next, an adapted model for assessing the quality and value of technical communication products is presented. Last, the article addresses a series of issues related to collecting data about quality and value, such as when to collect the data, how to ensure its credibility, and how to report it to others. This framework may help us develop a widely used and accepted methodology for assessing the quality and effectiveness of technical communication products.