Re: Online help survey questions

Subject: Re: Online help survey questions
From: "Peter Neilson" <neilson -at- windstream -dot- net>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Mon, 31 Jul 2017 08:37:27 -0400

You already know how to avoid making a horrible set of survey questions, right? And you won't push people into having to answer when "prefer not to answer" should have been one of the choices. (You can probably tell that I hate nearly all surveys.)

Try to find out what they think is missing. Some of will be the stuff the SMEs never mentioned because it was "too obvious." You might even get hints on how to use the product that never occurred to your crew.

Good luck at getting responses to surveys. It's like pulling teeth. Sometimes it helps to offer a physical incentive. I've also seen (far too rarely) surveys where well-written copy elicited buy-in by generating excitement or by suggesting the survey might be the Very Best Opportunity to help improve the product.

On Mon, 31 Jul 2017 08:00:26 -0400, yehoshua paul <ysp10182 -at- gmail -dot- com> wrote:

I plan on writing a survey for our customers asking them if and how they
use our online help system.
We use Robohelp 2015's responsive layout. Help is context sensitive.
What questions beyond the obvious "do you use the online help" would you
include in the survey?
I have a pretty decent idea what I want to ask, but would like to also hear suggestions from other writers.
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