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Here at Datatel, we offer the incentive of a free document for any
completed comment forms/questionnaires that a user might send in.
Most folks seem very receptive to this. Our technical support folks send
out postcard questionnaires each month. Their incentive for having
clients fill them out and return them is a free hour of support. The
winner is drawn at random from all cards received that month.
When we get a comment from a client, or when a call comes in through
technical support that requires a change to the documentation, we do two
things. First, we call the client and thank them for their input. During
the call, we can clarify any information if necessary. When we make
a change to the document in question, we send the client a draft copy of
the affected pages for his/her review. After making any final changes, that
client gets the updates right away. The rest of the client base gets
the updated pages when we send out the next release.
--
Charles Fisher
Senior Documentation Specialist
Program Manager/President-Elect, STC Washington, DC Chapter
Datatel, Inc.
4375 Fair Lakes Court
Fairfax, VA 22033
(703) 968-4588 (voice)
(703) 968-4625 (FAX)
charles -at- datatel -dot- com
