Comments on: Measurements and Metrics http://www.onemanwrites.co.uk/2009/09/10/measurements-and-metrics/ musings on technical communications Fri, 30 Jul 2010 03:19:08 -0400 http://wordpress.org/?v=2.9.1 hourly 1 By: Rachel P http://www.onemanwrites.co.uk/2009/09/10/measurements-and-metrics/comment-page-1/#comment-13900 Rachel P Sat, 12 Sep 2009 18:19:07 +0000 http://www.onemanwrites.co.uk/?p=267#comment-13900 Measurement is tricky but definitely worth the effort, in my experience. We follow several metrics, tied to the purpose of documentation in our organisation - but they are so high level that they can do little more than point up the need for more investigation or let us know that we're generally doing okay. On the qualitative feedback, though, we've had some great feedback via a single question in the monthly survey that gets sent to anyone's who's dealt with the support team in the previous month. The survey also asks people to leave an email address if they don't mind us contacting them to find out more. Which gives us the email address of people who are happy to talk about their experience with the documentation - more efficient than sitting in general product feedback sessions in the hope that someone has had some experience of the documentation. I hope that helps. Feel free to get in touch if you'd like to know more! Rachel Measurement is tricky but definitely worth the effort, in my experience. We follow several metrics, tied to the purpose of documentation in our organisation – but they are so high level that they can do little more than point up the need for more
investigation or let us know that we’re generally doing okay.

On the qualitative feedback, though, we’ve had some great feedback via a single question in the monthly survey that gets sent to anyone’s who’s dealt with the support team in the previous month.

The survey also asks people to leave an email address if they don’t mind us contacting them to find out more. Which gives us the email address of people who are happy to talk about their experience with the documentation – more efficient than sitting in general product feedback sessions in the hope that someone has had some experience of the documentation.

I hope that helps. Feel free to get in touch if you’d like to know more!

Rachel

]]>