Framework for Measuring Perceived Quality in Technical Documentation

Abstract: Customer product information (CPI) provides essential information to a user about how to use a product. Given the importance of such technical documentation to enable a more effective use of technology, there is very little research conducted in the domain of improving document quality. This study intends to fill this gap by developing a tentative framework for how to measure user perceived quality (PQ) of technical documentation. Data collection is based on a literature review and interviews with practitioners. The advantages and disadvantages of the approach are evaluated and suggestions for future studies outlined. The implication of this research is that it allows companies that produce technical documentation to measure and thus improve document quality more effectively.