Putting service and support documentation online - avoiding the perils and pitfalls: putting the research to use

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.<
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