Re: [twin] Query: ways to gather info about usage of documentation

[Sandy Harris <sandyinchina -at- gmail -dot- com>]

Also consider what other sources might give you useful feedback.

If you provide tech support, ask questions of the support people.
What parts of the docs do they use most often? Or often refer
users to? Are there undocumented things they tell users?
Things users regularly mis-understand? Things that might be
better indexed -- the info is there at X but users don't find it;
they ask about Y?

Is there a user or support mailing list for your product? Do
your writers read it? What about lists on related topics?
I'd say the Word developers and documenters could learn
things on this list, for example.

Is there a FAQ document for common user questions?
Should there be? Often, yes.

You do have to be prepared to shoot anyone who tries
to turn the FAQ into a marketing presentation.
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