i'm working for a product based company as a technical writer. i've joined this company as a fresher and now i'm here since 2 yrs.
Excluding the first 3 or 4 months of training or probation etc., i've been doing the help file updations for a product. I got the feedback from my team members like developers, testers etc., that, the help file standard has improved and it is up to the mark.
All these reviews from my peers or Team Leader didn't help me get a good appraisal in terms of payment, at the end.
And now i feel that, there is a need to get the actual and exact feedback from the end users. So that i can make the help file better (if there are any short comings etc.,)and let my work speaks for me.
How can i get the end user or customer's feedback on Help file? Different ways to get the feedback on Help file from customers?
Looking forward for your suggestions and help in this regard..
I don’t think seeking a feedback from the customers is not going to help you either. May be you can extract a sense of satisfaction but nothing much may change in your current appraisal. However, you can collect all the positive feedbacks given by your peers, customers or managers and use them as a defensive point in your future appraisals. The situation is two fold – Even though your peers are ready to accept your credibility, the company may not be in a situation to pay you the expected hike due to the stature of the company (You have not mentioned your company’s name.) The most important point to note is that unless the company approves, you can initiate the step of taking customers’ feedback and rating yourself. Beware that if you were to go against the NDA (Non Disclosure Agreement), it may also result in the breach of the company rules. After all, the product is intellectual and you cannot spot all the active customers at one go.
Thanks for your reply. In my case, what you said is right. I think, getting feedback from end users may not help me for a better appraisal at this point. But, at least i can have a satisfaction or i can improve my work (if there are shortcomings).
My appraisal is already done. And now, I think they will not revive it. Beyond this appraisal and performance review etc., I really want to know, how my help file served the purpose.
The outcome of this feedback program help me in two ways.
If the feedback is positive, it will help in my future appraisals.
And if it is negative, I can improve my work to a great extent by the time of my next appraisal.
With the approval of my company, i want to get a feedback. My company is ready to extend support in getting the feedback.
I’ve to propose a plan for the same. Shall I do it in the following way?
a) Prepare a feedback form
b) Send it to the support staff
c) Asking the support staff, to send the “feedback form”
to customers and get the feedback.
d) Send the feedback form to the technical writer
I know, how a general feedback form is prepared. But has anyone prepared a feedback form wrt help file etc.,? Dos & Don’ts? Any Models or samples?
1) How a Feedback form on Help file should be?
2) What are the important things to keep in mind while
preparing feedback form wrt Help file?
3) what type of questions should i include?
4) Any other tried & tested methodologies to get a
feedback on help files?
I need suggestions and help in this regard from you people..