Improving Documentation Through Customer Feedback: A Case Study
http://www.stc.org/confproceed/2002/PDFs/STC49-00033.pdf

Heximer, Erin and Lisa Wu
STC Proceedings
2002

Abstract:

By soliciting and receiving customer feedback, writers learn how customers use existing documentation and what additional information customers may need. In May 2001, we began a formal process of gathering customer feedback for the IBM WebSphere Commerce Suite product. The first phase of this process involved two main initiatives: creating and promoting a documentation questionnaire for customers; creating and working with an internal test team that acted as customers. Feedback allowed us to determine which information strategies helped customers meet their business needs, and which areas we need to concentrate on in future releases.