Smart critiques the book Producing Quality Technical Information (PQTI), what he calls one of the first comprehensive discussions of doc quality. He calls it "earliest and best attempt to quantify doc quality characteristics." He takes forward the discussion started by PQTI and offers suggestions to overcome its limitations.
- Example of “acceptable quality”--Aamazon book order
- “No single definition of quality exists”
- List of several studies that recognize multiple dimensions of quality. Example of car.
- Unless you define quality, you cannot replicate, measure, and control it.
- Clarifying approaches and definitions to quality
- Differentiating among quality dimensions
- Essential (or must-be) quality—basic or expected level of quality; attributes necessary to achieve minimal levels of satisfaction; basic accuracy in spelling or grammar
- Conventional (or one-dimensional) quality—more traditionally recognized category of quality; results in satisfaction when present and dissatisfaction when absent; completeness in a document; more thorough the manual, more the satisfaction
- Attractive quality—elements that go beyond customers’ expectations and desires; customers satisfied with absence, but delighted with presence; providing anything that is unexpected; visual communication in docs; more thorough index