Re: Effective mechanism to gather end-user feedback
Hi all,^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
I work as a writer with a product-based company. As my documents are
targetted at the end users, I believe that direct feedback from them
would be the best way to improve the direction of writing and the
quality of our documents. This would also help me get an idea about the
expectations with the product documentation. In our company most of the customer calls reach the help desk and I see
the big bosses complaining about increase in support costs during the
reviews. If my stars are aligned correctly, I get to know what the exact
problem was, otherwise the requirement comes as an enhancement request
for the documentation with no trace about the history of the problem.
[snip]
At present, I have user forums and chat as options in mind, but we as
writers are not supposed to contact the customers directly.
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References:
Effective mechanism to gather end-user feedback: From: Laura Chris
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