Eight Issues to Consider When Developing Metrics for Your Technical Communication Group
http://www.stcsig.org/quality/newsletters/NL1203/NL1203_Metrics.html

Carliner, Saul
STC Quality SIG
2003

Abstract:

Wondering how you can assess the effectiveness and productivity of your work? Admittedly, it’s not easy and there are no simple approaches. But it can be done. As you develop a program, consider these issues, which arose from a review of literature on the metrics used to assess the productivity and effectiveness of software engineering, training, marketing communications, and technical communication.