Evaluation and Usability Testing

Despite the great need for rigorously evaluating documentation, there is no doubt that far too little evaluation, especially empirical evaluation, is performed. The problem, of course, is limited resources, limited time in the schedule, limited amounts of salaried time the organization wishes to invest, lack of expertise in evaluation, and even lack of facilities and equipment. Savvy organizations, however, recognize the value of rigorous evaluation, build it into their schedules and budgets, and are richly repaid in terms of customer satisfaction and reduced technical support costs.