Findings in Measuring the Usage of Online Documentation
Eugene H. Ross · Proceedings of the Human Factors and Ergonomics Society Annual Meeting · 1987
On-line user documentation is utilized in many of our computer systems. It is important that we measure the usage and adequacy of that documentation. The present paper reviews the philosophy and methods used in an AT&T study of the usage of on-line documentation. The study, initiated and implemented by a Human Factors Specialist, shows the benefits of measuring the usage and analyzing the results.