A business case for technical communication – facts & figures

There is much talk about the changing image of technical communication. Organizations are starting to recognize that providing relevant and valuable content to consumers can trigger sales. Technical communication is moving away from engineering and closer towards marketing and communications. Several renowned organizations have conducted eye-opening research into this change of perception. Here are a few examples.

Text by Corinna Melville


A business case for technical communication – facts & figures

Good product information encourages users to recommend product

In late 2012, provider of global information management solutions SDL released the survey report called Measuring the Importance of Product Content in Customer Experience Management. The report uncovers findings about the importance of product content and why interactive, contextually-aware, multimedia product information is a must-have in any customer engagement strategy.

The survey, which was conducted online among 1,000 adult consumers in the United States, demonstrates the impact that high-quality product information can have on the customer experience.

The majority of respondents agreed that high-quality product content

  • is essential to good customer service (82%),
  • makes it easier to solve service problems on their own (87%),
  • improves their impression of a product or brand (79%).
  • makes it more likely that they ...