Improving Document Quality Through Customer Visits
http://www.stc.org/ConfProceed/1993/PDFs/Pg150152.pdf

Lass, Laura W. and Wendy L. Reed
STC Proceedings
1993

Abstract:

In an effort to improve the quality of our documentation, our Information Development department personally visited over 80 of our customers in 10 different locations across the United States. Our goal was to find out what we needed to do to create documentation that would satisfy our customers' needs. We came up with a process for planning our visits, gathering the information from our customers, implementing their requirements, and increasing communication with them. From the visits, we not only made changes that immediately satisfied our customers, but we created an environment for them to work with us as a team.