Title :
Putting service and support documentation online-avoiding the perils and pitfalls: why introduce customer research in developing a documentation strategy?
Author_Institution :
Compaq Comput. Corp., Houston, TX, USA
fDate :
28 Sep-1 Oct 1994
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;
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
DOI :
10.1109/IPCC.1994.347480
