Shrink-wrapping the formula for better information: end user vs. MIS computer documentation preferences

摘要

Information is typically the lowest rated component when measuring overall satisfaction of a software product. This is particularly disconcerting when you realize that in many software environments, the information is the face of the product, the first exposure most customers have. In 1993, IBM conducted a survey of current users of systems software product documentation-MIS professionals. We initiated the survey to determine what aspects of documentation were frustrating or upsetting to computer users. Because this first survey only concentrated on MIS professionals, we felt it was critical to continue the research with end users of applications software. This paper reports the results of the second study of end user attitudes towards documentation. It describes the similarities and differences in responses between MIS professionals and end users and makes specific recommendations based on the findings. The results from the first survey were published in the 1993 IPCC Proceedings.