The Issue of Quality in Professional Documentation: How Can Academia Make More of a Difference?
http://www.attw.org/TCQarticles/9.2/9-2Spilka.pdf
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Spilka, Rachel
Technical Communication Quarterly
2000

Abstract:

This article recommends strategies academics can use to contribute to an issue of great interest in industry: how best to define, measure, and achieve quality documentation.  These strategies include contextualizing quality definitions, advocating the use of multiple quality measures, conducting research to identify specific heuristics for defining and measuring quality in particular workplace contexts, and partnering with industry to educate upper management about those heuristics and the benefits of promoting technical communicators to the strategic role of organizational “gatekeepers of quality.”