Measuring the Value Added by Professional Technical Communicators
http://www.ieeexplore.ieee.org/iel1/47/6110/00238057.pdf
  peer-reviewed

Ramey, Judith A. and Janice C. 'Ginny' Redish
IEEE Transactions on Professional Communication
1993

Abstract:

Many organizations underestimate what technical communicators do for them. This article studies how to quantify the measure of return on investment in TC.