Keeping In Touch--Staying Online
http://www.stc.org/confproceed/1994/PDFs/PG426.PDF

Jacobowitz, Barbara E. and Peggy A. Yates
STC Proceedings
1994

Abstract:

As technical communicators, we need to reach out and 'keep in touch' with customers if we want to provide truly user-friendly documentation. If we include our customers in the document development process, and convince them that they are an integral part of that process, we increase customer satisfaction. In this panel, writers will discuss practical, step-by-step approaches they use to gather customer comments.