Analyzing Web-Based Help Usage Data to Improve Products
http://www.stc.org/ConfProceed/2005/PDFs/0014.pdf

Raiken, Nancy
STC Proceedings
2005

Abstract:

This paper describes how user assistance can streamline deliverables and improve product design by analyzing usage patterns from server-based content. We can then base decisions about how to improve deliverables on a thorough understanding of how customers use help content to find information and solve problems. This approach enables user assistance to add more value to both our companies and our customers by creating a three-way dialog between user assistance, the customer, and the product team. It also broadens the definition of assistance to include helping to design products that people can use without the need for instructions.