Recently, the Technical Publications team at a large Fortune 500 company surveyed a sample of clients for one of its Time & Attendance software products. The purpose of the survey was to learn more about the client usage rates of the information deliverables (guides, quick reference cards, and online help) that the company provided.
With a very high response rate to the survey, the team learned that although many of the information deliverables are being used quite often, they are only being used by a very small percentage of clients. They also learned that about 25 percent of the clients would occasionally reference any one of the deliverables, but these references were very infrequent.
With this feedback, the Technical Publications team began to question whether there is a point at which it becomes too costly to continue to maintain information deliverables that are not getting significant use. They assumed there must be an accepted industry guideline or standard to help with the decision to reduce or eliminate any of the deliverables. Despite searching the various online publications and websites for the Tech Pubs industry, they were unable to locate any published information that companies are relying on to make this decision.
Have you been faced with such a decision in your organization? If so, what criteria or considerations did you follow? By following the link below, you can complete a very brief survey to tell us more about how you made and supported your decision to reduce or eliminate any information deliverables. This survey should take only a couple of minutes to complete. Thank you for your responses!