#30399
There is no question that feedback from customers is a vital input to any information-development process. To try to develop good and useful information without knowing how customers use (or intend to use) it is to work in a vacuum. To produce and deliver information and to ignore the follow-up activity of checking customers use of and satisfaction with the information is nothing less than gross negligence.
Grice, Roger A. and Lenore S. Ridgway. STC Proceedings (1993). Articles>User Centered Design>Assessment>Surveys
#13280
HCI Usability: Impact of Style, Graphics, and Quality on Web-Site Effectiveness 
The rampant growth of the WWW has resulted in a very large number of web sites being produced and used before standards and guidelines for appearance and interaction could be developed and accepted. Two factors that could affect user performance and perceived quality of a web site are: surface blemishes added, and the presence of extra, gratuitous features. The effects of these two factors can be assessed through performance testing and attitudinal surveys. the approach or design criteria for each site. We chose as a basis, a classification presented by Karen Schriver of traditions that have shaped our thinking about, and approach to, document design and evaluation.
Grice, Roger A., Lenore S. Ridgway and Raymond A. Lutzky. STC Proceedings (2000). Presentations>Human Computer Interaction>Web Design
#30266
To Err is Human, But Can It Be Forgiven?: Effects and Economics of Typos
Technical communicators dread typos. A piece of work that contains one or more typos is seen as shoddy, not something to be proud of. Finding and correcting these errors, however, takes time and costs money. Might there be a better way to spend resources?- ways that might produce more usable information.? Effects of errors, value added by correcting them, and the economics of error detection will be discussed.
Grice, Roger A., Lenore S. Ridgway Richard K. Ridgway and Edward J. See. STC Proceedings (1995). Articles>Editing>Grammar
