Technical Communications and Customer Support: Partnering to Publish What Customers Want to Know  

Most customers do not provide direct feedback on product documentation. Instead, when documentation fails to provide the information that a customer needs to use a tool effectively, he or she calls Customer Support for advice. To find out what information was missing or incorrect in our product documentation, I analyzed the Cadence Customer Support call logs that pertained to my products to find out what questions customers ask most about each product. I then partnered with teams of applications engineers (AEs) to improve our documentation by answering common questions, both on the Web in FAQ documents and in product manuals.

Guglielmetti, Krista. STC Proceedings (2000). Presentations>Documentation>Assessment>FAQ