How to Measure Whether Your Documentation Works
Documentation succeeds by absence, so every number you can collect is a proxy. Which proxies are worth having, and what each one over-claims.
Measuring documentation
Working out whether any of it is working, when the success signature is that nothing happens.
4 guides
Free PDF
The Documentation Metrics Handbook
All 4 guides on measuring documentation in a single PDF, plus a one-page checklist to print and a short opener on which three things matter most. Formatted to read on screen or on paper.
How to Track Ticket Deflection
Deflection counts tickets that were never filed, an event that leaves no trace. How to estimate it anyway, and how to report the estimate honestly.
How to Use a Was This Helpful Widget
The votes are close to worthless and the comments are the point. How to set the widget up so the free text arrives, and what the score cannot tell you.
What to Do With Zero-Result Searches
An empty search result is the only place a reader states their intent in their own words. How to turn that log into a ranked list of work.
Stop doing it by hand
SupportPages records every question your help centre could not answer, which is a ranked list of what to write next.
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