Customers' use of documentation: The enduring legacy of print

Karl L. Smart, Kristen Bell DeTienne, Matthew Whiting

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

7 Scopus citations

Abstract

Because of newly developed technologies and the escalating cost of printing, more organizations are delivering documentation through online mediums. This trend has serious implications for users of legacy documents (i.e., printed documentation). This paper reports the results of two studies that assessed customers' use of documentation. The studies found that printed documentation remains an important source of information and support for some usersthat despite an increased amount of documentation delivered in online mediums, printed documentation continues to be significantly valued and used by customers with particular learning strategies and by customers in retrieving certain types of information. The paper concludes by discussing implications for organizations whose products require documentation and for technical communicators who produce it.

Original languageEnglish
Title of host publicationProceedings of the 16th Annual International Conference on Computer Documentation, SIGDOC 1998
PublisherAssociation for Computing Machinery
Pages23-28
Number of pages6
ISBN (Electronic)158113004X
DOIs
StatePublished - Sep 1 1998
Event16th Annual International Conference on Computer Documentation, SIGDOC 1998 - Quebec, Canada
Duration: Sep 24 1998Sep 26 1998

Publication series

NameACM SIGDOC Annual International Conference on Computer Documentation, Proceedings
VolumePart F129236

Conference

Conference16th Annual International Conference on Computer Documentation, SIGDOC 1998
Country/TerritoryCanada
CityQuebec
Period09/24/9809/26/98

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