Naïs ANSALDI, Merve Nur KARACAN, Sara TIBINI
Université Paris Cité, June 2025
Abstract
This paper explores the role of user feedback in the continuous improvement of technical documentation. As documentation increasingly serves as a primary point of contact between users and technology, its quality and relevance are paramount. We argue that user feedback—ranging from user-submitted help requests (often referred to as support tickets) and direct comments to usage analytics and AI-generated insights—is a key driver in identifying gaps and ensuring documentation meets user needs. By examining prevailing definitions and discussions around documentation quality and user expectations, we analyze how these factors shape the way information should be delivered. To understand how organizations collect and respond to feedback, we conducted a survey and interviews with technical writers from a range of industries. Our findings show that while many companies gather user input through various channels, its integration into documentation workflows remains inconsistent. We also explore the emerging use of AI in managing and interpreting feedback. This research highlights the importance of treating user feedback not just as support
data, but as a central component of documentation strategy.
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