Customer Partnering: Data Gathering for Complex Online Documentation
http://www.comtech-serv.com/pdfs/Customer%20Partnering%20IEEE.pdf

Hackos, JoAnn T., Molly Hammar and Arthur Elser
ComTech Services
1997

Abstract:

Technical communicators today must document complex applications used in complex environments. Information about users and use models is important under these conditions, especially if documentation will be presented online. Customer partnering, a method of information gathering that supplements surveys, contextual inquiries, usability testing, and interviews, provides a way of involving the users of complex applications in the design of information delivery systems. We used this method to help a client gather important information about user and use models and design a new information library for complex server computer systems.