Content Feedback Methods
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Content Feedback Content Feedback Methods Methods DocTrain East DocTrain East October 31, 2008 October 31, 2008 Mirhonda Studevant & Jennifer Mirhonda Studevant & Jennifer Shankle Shankle
description
The user's experience is essential to producing quality documentation. There are many ways to learn more about your user audience and their needs. This understanding can lead to product improvements and increased customer satisfaction.
Transcript of Content Feedback Methods
Content Feedback Content Feedback MethodsMethods
DocTrain EastDocTrain EastOctober 31, 2008October 31, 2008
Mirhonda Studevant & Jennifer ShankleMirhonda Studevant & Jennifer Shankle
OverviewOverview
““Information breeds confidence. Information breeds confidence. Silence breeds fear.” Silence breeds fear.” -The West Wing-The West Wing
ImportanceImportance
Challenges Challenges
MethodsMethods
ProcessProcess
CostsCosts
Content is…Content is…
Both information and communication…Both information and communication…
Discourse as comprehended or received Discourse as comprehended or received by its intended audience.by its intended audience.
The glue that makes a website “sticky” – The glue that makes a website “sticky” – makes visitors return and keeps them from makes visitors return and keeps them from leaving.leaving.
-BusinessDictionary.com-BusinessDictionary.com
Let’s Play The Feud!Let’s Play The Feud!
37 documentation professionals surveyed. 37 documentation professionals surveyed. Top four answers are on the board…Top four answers are on the board…
Customer Feedback is ImportantCustomer Feedback is Important
RoperASW reports word of mouth as the RoperASW reports word of mouth as the best source of product information. It best source of product information. It exploded from 67% in 1977 to 93% in exploded from 67% in 1977 to 93% in 2001.2001.
BizRate found that 59% of their users BizRate found that 59% of their users considered customer reviews more considered customer reviews more valuable than expert reviews.valuable than expert reviews.
Customer Feedback is ImportantCustomer Feedback is Important
Journal of Database Marketing & Journal of Database Marketing & Customer Strategy article (June 2008) Customer Strategy article (June 2008) showed that companies who adopted showed that companies who adopted customer feedback program (CFP) customer feedback program (CFP) business practices, had 17% higher business practices, had 17% higher customer loyalty percentage rankings.customer loyalty percentage rankings.
Customer Feedback is ImportantCustomer Feedback is Important
Quality and Voice of the CustomerQuality and Voice of the Customer
Customer Satisfaction and RetentionCustomer Satisfaction and Retention
Product DevelopmentProduct Development
Application within DocumentationApplication within Documentation
Challenges to Obtaining FeedbackChallenges to Obtaining Feedback
Writer/Requestor PerceptionsWriter/Requestor Perceptions Time/ResourcesTime/Resources Ineffective MethodsIneffective Methods
Reader/Respondent PerceptionsReader/Respondent Perceptions TimeTime ComplexityComplexity EffectsEffects
## MethodMethod CostCost ComplexityComplexity Tech LevelTech Level
11 Paper-based Surveys (multiple questions) Paper-based Surveys (multiple questions) MediumMedium MediumMedium LowLow
22 Rating question directly within Rating question directly within documentation (single question) documentation (single question)
LowLow MediumMedium LowLow
33 Listing a telephone number for users to Listing a telephone number for users to forward comments forward comments
LowLow LowLow LowLow
44 User Forums/Groups (face-to-face) User Forums/Groups (face-to-face) HighHigh HighHigh LowLow
55 Impromptu customer comments Impromptu customer comments LowLow LowLow LowLow
66 Informal usability studies Informal usability studies MediumMedium HighHigh LowLow
77 Formal usability studies Formal usability studies HighHigh HighHigh HighHigh
88 Online Surveys (multiple questions) Online Surveys (multiple questions) MediumMedium MediumMedium HighHigh
99 Feedback Link directly within online Feedback Link directly within online documentation (single question) documentation (single question)
LowLow MediumMedium HighHigh
1010 Listing an email address for users to forward Listing an email address for users to forward comments comments
LowLow LowLow HighHigh
1111 User Forums/Groups (virtual) User Forums/Groups (virtual) MediumMedium HighHigh HighHigh
The ContinuumThe Continuum
The ContinuumThe Continuum
Your Place on The ContinuumYour Place on The Continuum
Leverage existing
resources
Justify futureinvestments
Maximizeautomation
Promoteresults
Content Feedback Case StudiesContent Feedback Case Studies
CeridianCeridian Low-techLow-tech High-techHigh-tech CombinationCombination
Other IndustriesOther Industries Low-techLow-tech High-techHigh-tech CombinationCombination
From the Audience?From the Audience?
Content Feedback ProcessContent Feedback Process
Determining Your ApproachDetermining Your Approach SWOT analysisSWOT analysis Understanding your audienceUnderstanding your audience Establishing goalsEstablishing goals Identifying constraintsIdentifying constraints
Content Feedback ProcessContent Feedback Process
Developing Your MechanismDeveloping Your Mechanism Assigning rolesAssigning roles Developing questionsDeveloping questions Capturing dataCapturing data Compiling resultsCompiling results
Content Feedback ProcessContent Feedback Process
Analyzing Your DataAnalyzing Your Data Identifying trendsIdentifying trends Recommending improvementsRecommending improvements Promoting findingsPromoting findings Evaluating process/mechanism effectivenessEvaluating process/mechanism effectiveness
Keys to Content FeedbackKeys to Content Feedback
AcknowledgementAcknowledgementAwarenessAwarenessAlertnessAlertnessBudgetBudgetTimeTimePromotionPromotionAccountabilityAccountability
Content Feedback ExerciseContent Feedback Exercise
Group recommendations for:Group recommendations for: Scenario 1: “Outnumbered, Outgunned”Scenario 1: “Outnumbered, Outgunned” Scenario 2: “Lone Writer”Scenario 2: “Lone Writer” Scenario 3: “New Era”Scenario 3: “New Era” Scenario 4: “The Intern”Scenario 4: “The Intern”
Closing ThoughtsClosing Thoughts
““What lies behind us and what lies before What lies behind us and what lies before us are tiny matters compared to what lies us are tiny matters compared to what lies within us” within us” –Ralph Waldo Emerson–Ralph Waldo Emerson
ResourcesResourcesSurvey DesignSurvey Design
www.surveymonkey.comwww.surveymonkey.comwww.raosoft.comwww.raosoft.comwww.polldaddy.comwww.polldaddy.comwww.questionpro.comwww.questionpro.comwww.surveygizmo.comwww.surveygizmo.com
Customer Relationship ManagementCustomer Relationship Managementwww.customerthink.comwww.customerthink.comwww.bryanfoss.comwww.bryanfoss.com
Usability and Documentation TestingUsability and Documentation Testingwww.techsmith.com/morae.aspwww.techsmith.com/morae.asphttp://www.stc.org/ConfProceed/2003/PDFs/STC50-106.pdfhttp://www.stc.org/ConfProceed/2003/PDFs/STC50-106.pdf
Content Feedback ProgramsContent Feedback Programshttp://www.sun.com/bigadmin/hubs/icat/examples/index.jsphttp://www.sun.com/bigadmin/hubs/icat/examples/index.jsphttp://www.aiga.org/resources/content/2/4/6/6/documents/AIGA_Formal_Feedback_Programs.pdfhttp://www.aiga.org/resources/content/2/4/6/6/documents/AIGA_Formal_Feedback_Programs.pdfhttp://www.cnn.com/feedback/http://www.cnn.com/feedback/
Contact MeContact Me
Knowledge Base Content DeveloperKnowledge Base Content DeveloperCeridianCeridianMirhonda.Studevant@[email protected]
Mirhonda Jennifer
Paper-Based SurveyPaper-Based Survey
Customers without online accessCustomers without online access
Missing user contact info (email or phone)Missing user contact info (email or phone)
Users more comfortable with paperUsers more comfortable with paper
Rating QuestionRating Question
Evaluates effectiveness of contentEvaluates effectiveness of content
Usually electronic formatUsually electronic format
Automatic data compilationAutomatic data compilation
Telephone FeedbackTelephone Feedback
Assessing market feasibility of a new offeringAssessing market feasibility of a new offering
Compare perceptions of strengths/weaknessesCompare perceptions of strengths/weaknesses
Usually strongly associated with technical or Usually strongly associated with technical or specialized functionsspecialized functions
User ForumsUser Forums
Customer Meetings (product, client, or customer Customer Meetings (product, client, or customer based)based)
Local – frequent; Distant - seldomLocal – frequent; Distant - seldom
Impromptu Customer CommentsImpromptu Customer Comments
In conjunction with other activitiesIn conjunction with other activities
Establishes goodwill; good customer relationship Establishes goodwill; good customer relationship managementmanagement
Informal Usability StudiesInformal Usability Studies
Less intimidating than formal labsLess intimidating than formal labs
Can be managed as individual or group activityCan be managed as individual or group activity
Varying degrees of specialized equipmentVarying degrees of specialized equipment
Formal Usability StudiesFormal Usability Studies
Automatically captures multiple streams of dataAutomatically captures multiple streams of data
Robust analysis featuresRobust analysis features
Online SurveysOnline Surveys
Web-based or electronicWeb-based or electronicCustomizable with automatic data compilationCustomizable with automatic data compilationPDF survey samplePDF survey sample
Links Within Online DocLinks Within Online Doc
Direct Email to Forward CommentsDirect Email to Forward Comments
Perceived as more personal and directPerceived as more personal and direct
Inexpensive to establishInexpensive to establish
User Forums/Groups (Virtual)User Forums/Groups (Virtual)
Various options for level and method of Various options for level and method of interactioninteractionRelatively cheap to operateRelatively cheap to operatePermits diverse opinion across broader Permits diverse opinion across broader demographicdemographic
Knowledge Base FeedbackKnowledge Base Feedback
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Online Documentation Feedback Online Documentation Feedback FormForm
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