A Good Installation Guide Increases User Satisfaction and Reduces Support Costs    

In its first endeavor, the new Customer Documentation Group at SABRE Travel Information Network has shown that it adds value.

Blackwell, C. Al. Technical Communication Online (1995). Design>Documentation>Usability

Measuring the Value Added by Professional Technical Communicators: Results of a Study  

For the past year, we have been studying how to measure the value that technical communicators add to organizations. We have been investigating questions like these: How can technical communicators show that they add value? How much difference do technical communicators make in specific cases? In this panel, we report on results.

Blackwell, C. Al, Reva F. Daniel, Denise D. Pieratti, Judith A. Ramey, Janice C. 'Ginny' Redish and Cathy J. Spencer. STC Proceedings (1994). Articles>TC>Assessment