Re: DISCUSS: TW and tech support

["Wilcox, John (WWC, Contractor)" <wilcoxj -at- WDNI -dot- COM>]

 ----------
From: Bergen, Jane

I'd like to know how other software developers (and maybe it's
applicable to some hardware manufacturers) handle getting user feedback
received by tech support to funnel through to the tech pubs department.
Right now I get NO (NONE, NADA, ZIP) feedback. I have no idea if users
are getting help with the docs (including online help) or if they are
even using them. I was discussing this "dark hole" with the head of our
tech support and he told me to come up with a plan.

My first thought is to have tech support simply give me a list
periodically of the questions that come into their department and the
resolutions. I would then be able to make sure that my documents and
online help were addressing the problem areas .... including errors,
omissions, and clarifications. I want to make this as easy as possible
on the tech support people to ensure that they'll cooperate with me.
Giving them a ten-point questionnaire for every tech support call would
be nice, but unrealistic.

So, how do you do it?
 --------------------

If you get no feedback, consider it a blessing -- it probably means
you're doing a good job on the docs.  At least, that's been my
experience.  If TS finds a problem with a doc, they copy me on it;
otherwise, I assume everything's OK.  The trouble I've found is the lack
of *positive* feedback.  It's nice to hear once in a while that someone
actually likes a doc, instead of just being indifferent.


Regards,

John Wilcox, Documentation Specialist
Timberlands Information Services
Application Delivery Group
Weyerhaeuser, WWC 2E2
Tacoma, WA 98477-0001  USA
253-924-7972  mailto:wilcoxj -at- wdni -dot- com
(I don't speak for Weyerhaeuser, and they return the favor.)


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