Customers' use of documentation

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Customers' use of documentation: the enduring legacy of print

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ACM Special Interest Group for Design of Communication archive
Proceedings of the 16th annual international conference on Computer documentation table of contents

Quebec, Quebec, Canada

Pages: 23 - 28

Year of Publication: 1998

ISBN:1-58113-004-X

Authors

Karl L. Smart	Brigham Young University
Kristen Bell DeTienne	Brigham Young University
Matthew Whiting	Corel Corporation

Sponsor

SIGDOC: ACM Special Interest Group for Design of Communications

Publisher

ACM New York, NY, USA

Bibliometrics

Downloads (6 Weeks): 2, Downloads (12 Months): 26, Citation Count: 4

Additional Information:

references cited by index terms collaborative colleagues peer to peer

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REFERENCES

Note: OCR errors may be found in this Reference List extracted from the full text article. ACM has opted to expose the complete List rather than only correct and linked references.

	1	Bethoney, H. (1995). Presentations programs make strong showing. PC Week 12(6): 77.
	2	Hugh Beyer , Karen Holtzblatt, Contextual design: defining customer-centered systems, Morgan Kaufmann Publishers Inc., San Francisco, CA, 1998
	3	Brandel, W. and L. DiDio. (1995). Vendors drive online support. ComputerWorld 29(22): 141.
	4	Brewer, S. and M. Horton. (1995). InfoMagic LINUX developer's resource, version 2.0. InfoMagic, Inc.
	5	Carmel, E., S. Crawford, and H. Chen. (1992). Browsing in hypertext: A cognitive study, lEE Transactions of Systems, Man and Cybernetics 22 (5): 865-883.
	6	Chen, S. (1995). ExpressFax+. PC Magazine 13(15): 252.
	7	Coffee, P. (March 1994). Say good-bye to the paper documentation, PC Week, 11 (9): 41-42.
	8	Cohen, L. (1988). Quality function deployment: An application perspective from digital equipment corporation. National Productivity Review 7(3), 197-208.
	9	Duncan, T. (1995). WordPerfect 6.1 for Windows. LAN Times 12(3): 89.
	10	Fritz, M. (1997). ToolBook II: Asymetrix's updated authoring software tackles the web. Emedia Professional 2(10): 102.
	11	Grech, C. (1992). Computer documentation doesn't pass muster, PC Computing, 5 (4): 212-214.
	12	Hall, C. (1997). ACI scores with web-savvy 4D 6.0. MacWEEK 11(21): 1.
	13	Hill, T. (1994). Dummy books stand in for wellwritten documentation. PC Week, April 14, 1994: 74.
	14	Holtzblatt, K. and S. Jones. (1993). Contextual inquiry: A participatory technique for system design. In Participatory Design: Principles and Practices (Hillsdale, NJ: L. Erlbaum Associates, 1993); 197-208.
	15	William Horton, Designing and writing online documentation (2nd ed.): hypermedia for self-supporting products, John Wiley & Sons, Inc., New York, NY, 1994
	16	Irvin, S. (1996). Documentation. InfoWorld 17(46): 132
	17	Morrison, R.L. (1997). Novell Web Server. PC Magazine 16(10): 193.
	18	Mulchay-Emt, P. (1990). The writer's choice: Online versus hardcopy documentation for the twentyfu'st Century. The Technical Writing Teacher 17 (2): 167-175.
	19	Muter, P. and P. Mauratto. (1990). Reading and skimming from computer screens and books: The paperless office revisited? Behavior and Information Technology 10(4): 257-266.
	20	Mary Elizabeth Raven , Alicia Flanders, Using contextual inquiry to learn about your audiences, ACM SIGDOC Asterisk Journal of Computer Documentation, v.20 n.1, p.1-13, Feb. 1996 [doi>10.1145/227614.227615]
	21	Marc Rettig, Nobody reads documentation, Communications of the ACM, v.34 n.7, p.19-24, July 1991 [doi>10.1145/105783.105788]
	22	Smart, K, J.L. Madrigal, and K.K. Seawright. (1996). The impact of documentation on customer satisfaction. IEEE Transactions on Professional Communication 39(3): 157-162.

CITED BY 4

	D. A. Sawin , J. A. Calcaterra , K. Olka, Access ThinkPad: The right information at the right time and place, IBM Systems Journal, v.42 n.4, p.669-685, October 2003
	David G. Novick , Oscar D. Andrade , Nathaniel Bean , Edith Elizalde, Help-based tutorials, Proceedings of the 26th annual ACM international conference on Design of communication, September 22-24, 2008, Lisbon, Portugal
	David G. Novick , Karen Ward, Why don't people read the manual?, Proceedings of the 24th annual conference on Design of communication, October 18-20, 2006, Myrtle Beach, SC, USA
	David G. Novick , Edith Elizalde , Nathaniel Bean, Toward a more accurate view of when and how people seek help with computer applications, Proceedings of the 25th annual ACM international conference on Design of communication, October 22-24, 2007, El Paso, Texas, USA

INDEX TERMS

Primary Classification:
D. Software
D.2 SOFTWARE ENGINEERING
D.2.7 Distribution, Maintenance, and Enhancement
Subjects: Documentation

Additional Classification:
H. Information Systems
H.1 MODELS AND PRINCIPLES
H.3 INFORMATION STORAGE AND RETRIEVAL

General Terms:
Design, Documentation, Measurement, Performance

Collaborative Colleagues:

Karl L. Smart: colleagues

Kristen Bell DeTienne: colleagues

Matthew Whiting: colleagues

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