Improving Customer's SOA (Service-Oriented Architecture) Experience with DITA
http://soa.sys-con.com/node/434465

Silver, Jerry
SOA World Magazine
2007

Abstract:

The quality of product information for customers is often an afterthought, yet the importance of any post-sales customer-facing information shouldn't be trivialized. While businesses invest heavily in customer service training and customer relationship management systems to improve customer satisfaction, they often overlook the experience that customers have with product documentation.