Skip to main content
padlock icon - secure page this page is secure

A Good Installation Guide Increases User Satisfaction and Reduces Support Costs

Buy Article:

$15.00 + tax (Refund Policy)

In its very first endeavor, the new Customer Documentation Group at SABRE Travel Information Network has shown that it adds value. The test case was the installation guide for SABREhelp, an online help product. The installation guide was a critical part of the product. If travel agents, who are SABRE's users, were not able or willing to install and configure SABREhelp, they would not be able to use it.Of the customers who sent back customer survey cards, 94% said that the SABREhelp guide is clear and easy to understand, 78% said they were able to load the product using only the guide, and 71% said that having the product reduced their need to call the help desk. The technical communicators correlated the information from the survey cards with data from the help desk. Customers who said that they were calling less had in fact reduced their help desk call by 80%—an average of 210 fewer calls per agency per year.
No References
No Citations
No Supplementary Data
No Article Media
No Metrics

Document Type: Introduction

Publication date: February 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.
  • Information for Authors
  • Subscribe to this Title
  • Membership Information
  • Ingenta Connect is not responsible for the content or availability of external websites
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more