DocumentCode
2315450
Title
Putting service and support documentation online-avoiding the perils and pitfalls: why introduce customer research in developing a documentation strategy?
Author
Siemers, Linda
Author_Institution
Compaq Comput. Corp., Houston, TX, USA
fYear
1994
fDate
28 Sep-1 Oct 1994
Firstpage
466
Lastpage
467
Abstract
Customer satisfaction with information and products should be central to those who design products and deliver service. However, many organizations are reluctant to research their customers´ needs before introducing new products and information. In 1993, Compaq Computer Corporation decided to undertake a major program to identify customer requirements with online documentation and the electronic delivery of information
Keywords
Compaq computers; DP industry; human factors; information services; system documentation; technical support services; Compaq Computer Corporation; customer needs; customer requirements; customer research; customer satisfaction; documentation strategy; electronic information delivery; online documentation; support documentation online; Assembly; Books; Communication cables; Costs; Customer satisfaction; Documentation; File servers; Internet; Manuals; Product design;
fLanguage
English
Publisher
ieee
Conference_Titel
Professional Communication Conference, 1994. IPCC '94 Proceedings. Scaling New Heights in Technical Communication., International
Conference_Location
Banff, Alta.
Print_ISBN
0-7803-1936-2
Type
conf
DOI
10.1109/IPCC.1994.347480
Filename
347480
Link To Document