Re: Reader Survey

["Bowes, Rebecca A" <Rebecca -dot- A -dot- Bowes -at- WGP -dot- TWC -dot- COM>]

        At a previous job, I helped put together a survey for our doc
department that was published on our technical support web site. The support
folks were nice enough to put a link to the survey on the support home page;
they also helped us with scripting. The survey was on the site for four
weeks. We offered everyone who responded a chance to win a t-shirt and held
a drawing to pick the winners. It doesn't sound like much of an incentive,
but the support site was very well visited and we got literally thousands of
replies. It took me forever to put the data into a database (which we should
have automated, but didn't), but the information was very helpful.

        Rebecca

         -----Original Message-----
> From: Philomena Hoopes [SMTP:PHILA -at- MAIL -dot- VIPS -dot- COM]
> Sent: Wednesday, June 16, 1999 10:59 AM
> To:   TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU
> Subject:      FW: Reader Survey
>
> I've had a similar experience (haven't we all?).
>
> I'm wondering whether any of you have tried using e-mail and/or Web-based
> surveys, and if so, what sort of a response you've received. Several
> workshops were presented at the STC Conference about surveys performed
> using
> these methods.
>
> I've also known one company that incorporated a documentation survey into
> the tech-support script...something along these lines:
> -- Have you referred to the documentation in dealing with this question?
> -- Which type of documentation did you use?
> -- Did it help -- if so, how?
> -- Did it not help -- why not?
>
> They actually did get some responses to that survey, and it reinforced the
> use of the documentation.
>
> Philomena Hoopes
> Phila -at- vips -dot- com <mailto:Phila -at- vips -dot- com>
> VIPS Healthcare Information Solutions, Inc.
> (410) 832-8330 ext 845
>
>
>                 -----Original Message-----
>                 From:   Wendy Lewis [mailto:wlewis -at- NCLOGIC -dot- COM]
>                 Sent:   Wednesday, June 16, 1999 10:46 AM
>                 To:     TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU
>                 Subject:        Re: Reader Response Forms
>
>                 At my previous job I had a reader response card in all
> manuals for 11
>                 years. Although I tried a variety of different approaches
> during that time,
>                 I never received a single one back.
>
>                 At this job, I decided to go with an e-mail address for
> comments, etc. It's
>                 been three years, and not a single e-message.
>
>
>
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