The impact of user feedback on the continuous improvement of documentation

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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Alternatives to PDF in Technical Documentation

BISSA Corinne, BORDELAIS Anthony, HERIBI Kenz

Paris Cité University, July 2022

Abstract

Technical documentation has become an outstanding resource in the IT industry and the last decades have witnessed a boom of high-performance technical authoring tools.
Despite the multitude of innovative technical writing tools, it has been observed that the dominant output format remains the PDF file, invented in the 1990s.
In the sight of this sluggishness as far as innovative end-user technical documentation is concerned, questions arise: Why has the PDF output survived for so long and what justifies its supremacy over other formats? Another question is, can disruptive innovations be implemented on end-user technical documentation so as to bring about more sophisticated or user-centered output formats?
By discussing with subject matter experts, we are seeking answers to these questions. We are also seeking to explore to what extent modern technologies like virtual reality, artificial intelligence devices among other alternative formats are applicable to end-user technical documentation.

Read the full article in PDF: Alternatives to PDF in Technical Documentation