Say Goodbye To Lackluster Help Content
Doug Bolin March 7, 2009
A transatlantic plea for assistance. (via)
What does it take to achieve Best-in-Class status for online user assistance and support content? This post gathers together some key insights gleaned from a survey of recent research studies—with a focus on a (proprietary and pricey) Aberdeen Research Report—as well as professional experience.
But first, what does it mean to be Best-in-Class? Let’s define it here as scoring high, 90% or better, on key performance indicators like meeting project completion dates, staying within cost targets and keeping translation costs under control. Then add in factors like evaluative data from customer satisfaction surveys and results from content user testing for ease of use, relevance and comprehension to complete the scoring matrix.
So here’s what these Best-in-Class organizations have in common.
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Michael Knight never met a product manual he didn’t like. (