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Subject:RE: Documentation Metrics From:Erika Yanovich <ERIKA_y -at- Rad -dot- co -dot- il> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Tue, 4 Jun 2002 14:37:53 +0300
Hi Asha,
See below.
I would like to know whether any of you are involved with
collecting metrics for assessing user documentation quality in your
teams/organizations. If yes,
* What criteria do you use to verify if a document is good, in the
absence of user feedback ?
SET A STANDARD AND MEASURE ADHERENCE TO IT.
* What processes do you follow to collect metrics and what are the
benefits and drawbacks ?
OUR QUALITY DEPARTMENT COLLECTS STATISTICS ABOUT REPORTED MISTAKES PER 100
PUBS AND SHOWS SOME PERIODICAL GRAPHS TO MANAGEMENT ON THOSE THAT HAVE BEEN
FILED AS URGENT.
THE PROBLEM WITH THIS IS THAT IS DOES NOT MEASURE SOMETHING THAT HAS NOT
BEEN REPORTED.
* Is it possible to have an absolutely objective and complete
measurement of documentation quality in the absence of user feedback ?
THE WORDS ABSOLUTE AND OBJECTIVE DON'T GO WELL WITH DOCUMENTATION.
* Any documents/books/sites you have found particularly useful ?
TRY THE STC QUALITY SIG.
Erika
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