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Defining Quality in Technical Communication: A Holistic Approach

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Abstract:

Total Quality (TQ) has emerged as a leading issue in the twentieth century. REcently, the principles of total quality have been applied to the field of technical communication. However, technical communicators—along with other TQ practitioners—have suffered from the inability to reach a consensus on what quality is and means. The varying definitions of quality can be categorized and plotted on a two-dimensional grid. The model suggests that quality has four different emphases—internal, external, subjective, and objective—that reflect its complex, multifaceted nature. Definitions of quality differ depending on the context and application of principles. By using a holistic approach that combine the various components of quality, technical communicators can better meet customer needs and expectations.

Document Type: Journal Article

Publication date: August 1, 1995

More about this publication?
  • 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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stc/tc/1995/00000042/00000003/art00012
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