Putting service and support documentation online - avoiding the perils and pitfalls: putting the research to use
M. Cloud · 2002
As a result of the study done of customer satisfaction with online information and paper documentation, information developers at Compaq Computer Corporation were able to develop a comprehensive strategy for producing service and support documentation. We learned that such documentation must be considered as an integrated system rather than as a series of discrete pieces. With an integrated strategy, customer needs are most likely to be met.>