Was: ISO better tools - Now Feedback

[Rick Stone <rstone75 -at- kc -dot- rr -dot- com>]

Hi all

Okay, it would be way cool if someone could please post something that 
substantiates the use of feedback mechanisms such as how many views, etc.

I see these questions all the time across various fora. Company X 
advertises that their tool Y is capable of tracking all this wonderful 
feedback about how many times topic Z has been hit.

Can someone please advise how this helps me in the real world? Sure, 
topic Z may be more popular than topic A. Does that make topic A more 
valuable than topic C that seldom gets hit? Does it mean that topic C 
becomes an eventual candidate for deletion and removal from the help 
system? What about topic Z? Does it mean that you do something special 
with it? Develop an FAQ that contains topic Z perhaps?

Or what about statistical reports that infer a user normally traverses a 
path from topic Z to topic B to topic D before finally stopping at topic 
L? How do you know topic L is really the topic that solved the issue and 
not simply where everyone eventually concludes the help had nothing they 
were looking for and they gave up?

These reports are great and all, but how do real world help authors use 
them when the moment release 7.1 is made public management is pouncing 
on you asking why documentation isn't yet complete for 7.2 or 8?

Cheers... Rick :)
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