Technical Communications and Customer Support: Partnering to Publish What Customers Want to Know
http://www.stc.org/confproceed/2000/PDFs/00092.PDF

Guglielmetti, Krista
STC Proceedings
2000

Abstract:

Most customers do not provide direct feedback on product documentation. Instead, when documentation fails to provide the information that a customer needs to use a tool effectively, he or she calls Customer Support for advice. To find out what information was missing or incorrect in our product documentation, I analyzed the Cadence Customer Support call logs that pertained to my products to find out what questions customers ask most about each product. I then partnered with teams of applications engineers (AEs) to improve our documentation by answering common questions, both on the Web in FAQ documents and in product manuals.