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Subject:RE: Document Feedback Form From:"Hickling, Lisa (TOR)" <lhickling -at- Express-Scripts -dot- com> To:"Hauglie, Joe" <jhauglie -at- ti -dot- com>, techwr-l -at- lists -dot- techwr-l -dot- com Date:Mon, 17 Sep 2007 13:11:42 -0400
Quick Tip: If your form posts to a mailbox, dedicate a specific email
address to receive feedback on forms with high-volume usage.
To help your users to classify feedback, consider adding a mandatory
dropdown selection of a feedback type, eg "Typographical Errors",
"Request for additional content", etc. If your form posts to a database,
you have the further option of sorting feedback by classification.
Lisa H
GTA, Ontario
-----Original Message-----
From: Hauglie, Joe
The primary purpose of the form is to give readers a chance to point out
both technical and non-technical documentation errors (typos, incorrect
equations, improper units - mxing up "milliamps" with "microamps," and
so forth). While the form has generated a great deal of email since it
has been implemented, my estimate is that at least 1/3 (probably more)
of the messages have been either requests for specific applications
support or additional information on using a given device.
How effective is it? If "effective" is defined as, "do you get what you
are asking for?" then I believe the form serves its purpose well. We
have certainly had our share of finding mistakes that slipped past
everyone, including me.
The downside of this particular format is that there is not a way to
filter out the applications support requests. So there is a good deal
more admin work to make the process function smoothly than we first
anticipated.
Respectfully,
Joe Hauglie
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