Led by JoAnn Hackos
Duration: two days

This workshop is available only as an in-house workshop!

Develop a plan to measure the quality of your information-development and training efforts. Start with measurements of customer satisfaction using the four-stage Kirkpatrick system. Then move your measurements in house by identifying critical parts of your process that enable measuring. Know what internal measurements relate to cost effectiveness and customer satisfaction.

Learn to define quality as meeting the requirements of our customers. All our customers, both internal and external, together define the level of quality required in the work we produce. Understand the relationship between quality and usability to customers. Understand the connection between achieving quality and providing a sound return on investment (ROI).

Discuss how to establish quality gates or checkpoints during the development process to ensure that you are working more effectively, avoiding rework, and doing the right thing first. Decrease development time by adding quality gates to the process.

Who should attend?

• Writers
• Editors
• Project and product managers
• Development and marketing managers
• Training and documentation managers
• Information designers

You will learn to:

• Learn how one organization studied its users and defined levels of quality in response to their requirements.
• Develop a small survey that will produce actionable responses, in contrast to surveys that provide only single measurements.
• Develop methods for finding out what changes will really make a difference.
• Identify a likely quality requirement and write a quality and usability goal and develop a strategy to measure if the goal has been reached.
• Write an assessment plan for your own case that will be effective during the development process.
• Develop a strategy for conducting low-cost usability tests.