RE: ISO better tools - Now Feedback

["Daniel Ng" <kjng -at- gprotechnologies -dot- com>]

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Also i believe Feedback works only with intranet published WebHelp type
outputs. 

Feedback only works for web help document outputs. if you notice the
brochures they don't show anything in html help. everything is in a web
browser.

You need to publish to a Webhelp version. So that means it can't track
anything if you publish your documentation to PDF, HTML Help, XPS, DOC
either. These are inherently static digital formats.

Its not apparent, but i doubt anyone in the industry has made a tool to
track or add comments to topics while you view them in HTML Help, PDF,DOC
outputs. yet.

Dan

-----Original Message-----
From: Rick Stone [mailto:rstone75 -at- kc -dot- rr -dot- com] 
Sent: Thursday, December 10, 2009 7:18 AM
To: Robert Lauriston; techwr-l
Subject: Was: ISO better tools - Now Feedback

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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