Measuring the Value that You Add to Your Company: Planning Your Own Case Study on Reducing Support Costs
http://www.stc.org/confproceed/1995/PDFs/PG7778.PDF

Ramey, Judith A. and Janice C. 'Ginny' Redish
STC Proceedings
1995

Abstract:

In this interactive session, we will lead technical communicators through a process of setting up and conducting a study to find out how much support is costing their organization or their clients’ organizations. We will also help technical communicators cost-justify their work by estimating reductions in support costs. We will help them plan case studies to show how highquality technical communications can reduce support calls and costs.