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Hi Donna:
If you work with a company that has support personnel, they can often
provide important insight. You might also look at their help tickets for
common issues that you might want to address in your documentation.
Other resources are salespeople (with a grain of salt), product marketing,
and any service engineers you might have.
If you work for yourself, or a very small company, you can go directly to
the users with a survey or quick feedback form in the Help. One company I
worked with brought users in once a year for training, and the documentation
team took the users to lunch. That was a great opportunity to ask them
questions about the applications and the documentation.
My $.02. Good luck.
PT
On Thu, Sep 24, 2009 at 11:58 AM, Donna Marino <domarino -at- earthlink -dot- net>wrote:
> I’m trying to elicit feedback from our clients about how they use our
> online help, whether they find it useful, if they have problems finding
> information, etc. I’m not sure about the best way to get this information.
> If anyone has done this before and can give me advice, I'd appreciate it.
>
> Thanks,
> Donna
>
> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
>
> Free Software Documentation Project Web Cast: Covers developing Table of
> Contents, Context IDs, and Index, as well as Doc-To-Help
> 2009 tips, tricks, and best practices.
>http://www.doctohelp.com/SuperPages/Webcasts/
>
> Help & Manual 5: The complete help authoring tool for individual
> authors and teams. Professional power, intuitive interface. Write
> once, publish to 8 formats. Multi-user authoring and version control!
>http://www.helpandmanual.com/
>
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--
“You can only become truly accomplished at something you love....Pursue the
things you love doing, and then do them so well that people can't take their
eyes off you.”
- Dr. Maya Angelou
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Free Software Documentation Project Web Cast: Covers developing Table of
Contents, Context IDs, and Index, as well as Doc-To-Help
2009 tips, tricks, and best practices. http://www.doctohelp.com/SuperPages/Webcasts/
Help & Manual 5: The complete help authoring tool for individual
authors and teams. Professional power, intuitive interface. Write
once, publish to 8 formats. Multi-user authoring and version control! http://www.helpandmanual.com/
---
You are currently subscribed to TECHWR-L as archive -at- web -dot- techwr-l -dot- com -dot-
