Describes Quality Function Deployment (QFD), a systematic method for assessing customer requirements and integrating them into the design and production of any product. Applies QFD to the writing of computer manuals. (SR)

Discusses the need for readable, easily accessed user documentation for application software packages and provides suggestions for creating effective user documentation. User characteristics are emphasized, including problems users experience; and recommendations for effective documentation are given, including being task oriented and providing…

Studies show that clearly written documents improve compliance and decrease litigation. Writing that considers the readers' need for clear communication will improve the relationship between the government and the public it serves. This handbook contends that the most important goals are to engage the reader, write clearly, and write in a visually…

Discusses the use of audiovisual programs to educate students to become library users and develop accepting attitudes toward libraries. Some guidelines for developing positive attitudes are suggested: concentrating on the student population, portraying a comfortable atmosphere, demonstrating library use, and portraying students solving their…

Describes setting up a customer review network, using computer networks and fax machines, to collect customer feedback on documentation during the stages of designing and writing the information. Describes the electronic feedback from one customer in particular and how it was analyzed and used to modify the information before releasing it. (SR)

Intended to aid fellow department chairpersons in developing adequate library resources and to suggest ways of motivating departments in their use, this paper proffers suggestions based on the author's experience as a librarian and academic department chairman. It is suggested that (1) guidelines established by the library profession and…

Principals who make the decision and investment to produce a school newsletter should follow these guidelines to obtain an informative and attractive product. The first step is to define the purpose of the newsletter, then determine the target audience--probably parents--and write the newsletter with them in mind. Next, decide what the newsletter…

Evaluation is a part of political process, but public policy decisions are not always based on evaluations. The following steps should be used to enhance this process: (1) develop policy questions; (2) translate them into evaluation questions; (3) conduct the evaluation; (4) answer the policy questions; and (5) use the results to generate new…

This document presents the supporting materials packet used by three Indiana State University librarians during a presentation on the use of video projection for teaching students to use LUIS (Library User Information Service). The packet includes: (1) a list of the advantages and disadvantages of using video projection for instructional purposes;…

Describes how the school intercom system was used to announce a new book of the day in persuasive terms during December, Reading Month, in Virginia. Includes sample booktalks. (CRH)

Discusses what usability is and how to test for it. Offers nine suggestions for technical communicators working on usability testing. (SR)

Presents suggestions for smooth and satisfying transactions between reference librarians and patrons, as well as for better collegial relationships. Highlights include: being prepared to help patrons; staying visible; serving "who's next"; working together and allowing for personal styles; making referrals; and using diplomacy while correcting…

As new technologies expand the availability of information and services, previously isolated rural and small school libraries must begin to use formal evaluations to find out how best to serve their clientele. Although some forms of self-evaluation are ongoing, a library should ask for formal evaluations by its users, administration, and staff at…

This Association of Research Libraries (ARL) kit on collection assessment contains the following documents: (1) "Guidelines for the Evaluation of Library Collections--Draft Copy" (Collection Development Committee, Resource Section, Resources and Technical Services Division, American Library Association); (2) "Guidelines for Collection Assessment"…

This document consists of supplemental information designed to accompany a presentation on the application of projection technology, including video projectors and liquid crystal display (LCD) devices, in the online catalog library instruction program at the Indiana State University libraries. Following an introductory letter, the packet includes:…