Thursday, March 15, 2012

A Process for Evaluating Technical Communication Products and Services--Carliner

Carliner, Saul. 1997. Demonstrating Effectiveness and Value: A Process for Evaluating Technical Communication Products and Services. Technical Communication. 44(3): 252-65.

Article provides framework to assess the effectiveness and value of technical communication products. The framework has been adopted from Kirkpatrick’s one developed for trainers.
4 levels: Reaction, Learning, Transfer, Business results
Carliner’s model: User satisfaction, user performance, client performance, client satisfaction

There is no single, unquestionable measure of quality and value, and these terms are not synonymous.

From Redish and Ramey study conclusion is that the value of technical communication is partly demonstrated by the revenues generated or expenses avoided as a result of the communication products we produce.

Usability has emerged as a leading characteristic of quality technical communication, but it does not assess quality, rather it assesses the effectiveness of technical communication products in meeting users’ needs.

Some customers perceive quality and value of TC products not by the products themselves, but on the “customer service” provided to clients by TCs.

Lack of cohesive framework for considering issues of quality and value. Lack of consistently used, widely accepted methodology for assessing quality and value.

1 comment:

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