Finding Out What Users Need and Giving It to Them: A Case-Study at Federal Express

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The technical communication team of Communications and Policy Analysis (CAPA) at Federal Express Corportaion worked with JoAnn Hackos to study the interaction of Ground Operations employees with their policies and procedures manuals. As a result of the field study and subsequent usability testing, the team embarked on a major reorganization and revision of the manuals. On the basis of a user survey, usability has increased substantially and users are very satisfied with the quality of the new manuals. On the vasis of postrelese usability testing, Federal Express has experienced considerable productivity gains and cost savings as a result of the redesign project. The success of the project has led to the design and implementation of an online information system, a project spearheaded by the original CAPA technical communication team.

Document Type: Miscellaneous

Publication date: May 1, 1995

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  • Technical Communication, the Society's journal, publishes articles about the practical application of technical communication theory and serves as a common arena for discussion by practitioners. Technical Communication includes both quantitative and qualitative research while showcasing the work of some of the field's most noteworthy writers. Among its most popular features are the helpful book reviews. Technical Communication is published quarterly and is free with membership.
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