Learning from Netflix

You’ll find our latest post for the Society for Technical Communication on its Notebook blog. It’s called Letter from the UK: Learning from Netflix:

“Netflix can track and analyse, in minute detail, the behaviour of every person who watches a programme on its service. The rumour is that Netflix used its “big data” to decide what would be the best programme to make for its audience …. In some cases, unfortunately, technical publications teams are more in the dark about their customers than the TV networks.”

See: Letter from the UK: Learning from Netflix

Measuring the value of Help in desktop applications

One of the challenges for Technical Authors is quantifying the value of what they produce. For example, how can you tell how many people are reading online Help when the software is installed on someone’s desktop computer? One application mentioned in passing as last week’s UAEurope conference, ApplicationMetrics, might be able to provide the answer.

ApplicationMetrics collects usage and platform data, behind the scenes. It’s a product that is no longer being developed any more, but you can still download it. It may enable you to collect “operational funnel” data that’s similar marketing funnel data – test and track whether users are going to the help and resolving their issues.