KPIs and Metrics

Quantifying things can be useful. Whether KPIs show documentation has increased customer satisfaction scores or reduced the number of calls to the support desk, they can help us convince stakeholders of the value of documentation. But statistics of any kind can be tricky, and there are lot of missteps to avoid.

• As a technical writer, what things have you tried to quantify?
• Given the intention of those metrics, did they have the impact you expected?
• Who have you aimed to advocate for with KPIs? Yourself, colleagues, users, someone else?
• What insights have you gained from metrics?
• Are there particular kinds of methodologies tools you've used? What did you like or dislike about them?
• Have you ever had a quantification project go awry? What happened, and how did you react?
• What about KPIs and metrics gives you pause?

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