Why We Should Archive, Share, and Analyze Information About Users
http://www.ingentaconnect.com/content/stc/tc/2001/00000048/00000002/art00007
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  peer-reviewed

Houser, Rob
Technical Communication Online
2001

Abstract:

In this article, I argue that technical communicators should be creating a database of information about users. Over the past 20 years, our field has described many methods for gathering information about users, especially about how they interact with our products in their workplace to solve problems. This information about users is often applied to improving the design of a specific product; however, the information gathered is not usually saved or reused later. Through archiving, organizing, and exploring information about users, designers can become more user-centered, create better designs, train new designers, ensure access to usability information, make the most of company resources, plan future usability investigations, and build more advanced theories about users.