Figuring Out What Your Customers Really Need
http://www.stc.org/confproceed/1996/PDFs/PG526528.PDF

Brockett, Susan H. and Susan Katz
STC Proceedings
1996

Abstract:

Effective technical manuals and training meet the needs of the customer. No one will argue with that statement. But the trick is to identify the needs of the customer. This paper describes one method to focus product information development on the customer: the needs analysis survey. This methodology that is common in course development and training identifies the tasks customers perform. It also allows course developers and technical communicators to collaborate on an area that they both understand.