Re: Metrics used to evaluate Technical Writing/Publications

[Keith Hood <bus -dot- write -at- gmail -dot- com>]

To open a related can of worms:  Find out what foundation documents the
help desk people use in their work. Obviously they read their way through
preset scripts, but the corrective steps they suggest have to be taken from
some source. Is that source the help documents that you prepare? And if
not, why not? Is their stuff more complete or more up to date than yours,
or vice versa? This doesn't have anything to do with metrics per se, but
communicated on this line of inquiry could be quite revealing about changes
that may be needed.

On Mon, Sep 14, 2015 at 4:02 AM, Sion Lane <sion -dot- lane -at- unit4 -dot- com> wrote:

> Will Husa said:
> " I suggest that you speak with your Help Desk. They are on the front line
> for
> complaints. Ask them what your customers are complaining about and then
> create a metric based upon that."
>
> As part of this, ask your helpdesk to include a new question in their
> script "Did you try to solve this issue by checking the documentation?" or
> words to that effect. If the customer has not tried, the helpdesk could try
> and point them in the right direction for future reference; and if they
> have, they should be able to identify why it wasn't helpful.
>
> Spending a day sitting in on support calls can be a great way to identify
> holes in the documentation, and a depressing way to discover that nobody
> actually reads the fm.
>
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