A Standardized Analysis Method for Customer Inquiries  

The Documentation Development Department (DDD) of Hitachi has been improving its software manuals by analyzing inquiries from its customers to the Hitachi Computers Customer Answer (HCA) center. In order to improve inquiry application procedure the DDD isolated and studied inquiries about Hitachi’s workstation, OA software products, from October, 1991 until March 1992.

Ieda, Fumitaka. STC Proceedings (1993). Articles>Documentation>Assessment>Surveys