Re: Follow-up to question about getting feedback from users

[Robert Lauriston <robert -at- lauriston -dot- com>]

I'm skeptical that many users would allow their activities to be tracked.

At my old job, we had a feedback email link at the bottom of each page
(which automatically included the product and topic ID in the subject
line), but we got very few responses, maybe one or two a month despite
having tens of thousands of users.

On Thu, Sep 24, 2009 at 12:41 PM, Sharon Burton <sharon -at- anthrobytes -dot- com> wrote:
> +++I work part time for MadCap++++
>
> If you use MadCap's products, they have a product called Feedback that will invisibly track what the users are doing in the help and would answer many of your questions. I think it's one of the most useful products they make.
>
>
> sharon
>
> Sharon Burton
> MadCap Software Product Consultant
> Managing your content, one topic at a time
> www.anthrobytes.com
> 951-369-8590
> IM: sharonvburton -at- yahoo -dot- com
> Twitter: sharonburton
>
>
> -----Original Message-----
> From: techwr-l-bounces+sharon=anthrobytes -dot- com -at- lists -dot- techwr-l -dot- com [mailto:techwr-l-bounces+sharon=anthrobytes -dot- com -at- lists -dot- techwr-l -dot- com] On Behalf Of Donna Marino
> Sent: Thursday, September 24, 2009 12:34 PM
> To: techwr-l -at- lists -dot- techwr-l -dot- com
> Subject: Follow-up to question about getting feedback from users
>
> As a follow-up to my last posting, here are the questions I'm asking users about the online help I've developed. Am I missing anything important?
>
> 1.      How long have you been using <client's application>?
> 2.      Do you use the online help?
> a.      If you are a new user, does the online help assist you in learning more about how the product works?
> b.      If you are an experienced user, does the help provide any additional insights?
> 3.      When do you use the online help?
> 4.      How frequently do you consult the online help?
> 5.      Is the help easy to access when you need it?
> 6.      How do you use the online help? For example, do you browse the table of contents, search the index, click the Help link when you’re on a particular screen, etc.?
> 7.      Do you find the answers you need when you consult the online help?
> 8.      Do you find the help text easy to understand?
> 9.      If others have questions about <client's application>, do you refer them to the online help?
> 10.     Do you have any suggestions for improving the help?
>
> Thanks, again.
> Donna
>
>
>
> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
>
> Free Software Documentation Project Web Cast: Covers developing Table of
> Contents, Context IDs, and Index, as well as Doc-To-Help
> 2009 tips, tricks, and best practices.
> http://www.doctohelp.com/SuperPages/Webcasts/
>
> Help & Manual 5: The complete help authoring tool for individual
> authors and teams. Professional power, intuitive interface. Write
> once, publish to 8 formats. Multi-user authoring and version control! http://www.helpandmanual.com/
>
> ---
> You are currently subscribed to TECHWR-L as robert -at- lauriston -dot- com -dot- 
>
> To unsubscribe send a blank email to
> techwr-l-unsubscribe -at- lists -dot- techwr-l -dot- com
> or visit http://lists.techwr-l.com/mailman/options/techwr-l/robert%40lauriston.com
>
>
> To subscribe, send a blank email to techwr-l-join -at- lists -dot- techwr-l -dot- com
>
> Send administrative questions to admin -at- techwr-l -dot- com -dot-  Visit
> http://www.techwr-l.com/ for more resources and info.
>
> Please move off-topic discussions to the Chat list, at:
> http://lists.techwr-l.com/mailman/listinfo/techwr-l-chat
>
>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Free Software Documentation Project Web Cast: Covers developing Table of
Contents, Context IDs, and Index, as well as Doc-To-Help  
2009 tips, tricks, and best practices.
http://www.doctohelp.com/SuperPages/Webcasts/

Help & Manual 5: The complete help authoring tool for individual
authors and teams. Professional power, intuitive interface. Write
once, publish to 8 formats. Multi-user authoring and version control! http://www.helpandmanual.com/

---
You are currently subscribed to TECHWR-L as archive -at- web -dot- techwr-l -dot- com -dot- 

To unsubscribe send a blank email to 
techwr-l-unsubscribe -at- lists -dot- techwr-l -dot- com
or visit http://lists.techwr-l.com/mailman/options/techwr-l/archive%40web.techwr-l.com


To subscribe, send a blank email to techwr-l-join -at- lists -dot- techwr-l -dot- com

Send administrative questions to admin -at- techwr-l -dot- com -dot-  Visit
http://www.techwr-l.com/ for more resources and info. 

Please move off-topic discussions to the Chat list, at:
http://lists.techwr-l.com/mailman/listinfo/techwr-l-chat