Quality SIG STC Bibliography
1. Introduction
This bibliography was compiled through January 2004 by Don Lenk. Entries reviewed in STC publications, or about which someone provided a personal observation, are annotated.
2. Getting started in the Quest for Quality
- Read I Know It When I See It by John Guaspari. This modern-day parable will help you understand the pitfalls and real goals of seeking Quality.
- Read Quality Is Free: The Art Of Making Quality Certain by Philip Crosby. His clear, untechnical style will help you understand the core principles of Quality.
- Read Out Of The Crisis by W Edwards Deming or The Deming Management Method by Mary Walton. Or better yet, watch the video tape series The Deming Library from Films Incorporated. These will teach you Deming's proven methods for Quality management.
- Read some J M Juran such as Juran On Quality By Design to learn his analytical approach to "quality planning as a basic managerial process."
- Find some works that interest you from this bibliography.
- When you're feeling overwhelmed by all this information, read Its About Time, another modern fable by John Guaspari that will help you remember why you started your quest
3. Definitions and Research
Updated 07 April 2002
--Books: Definitions and Research--
Commit To Quality
Patrick L Townsend
John Wiley & Sons, 1986
Effective Documentation: What We Have Learned From Research
Stephen Doheny-Farina, editor
The MIT Press, 1988
Functional Communication Quality
Luuk van Waes, Egbert Woudstra, and Paul van den Hoven, editors
Utrecht Studies in Language and Communication, Volume 4, Rodopi, 1994
Reviewed in Technical Communication, 4th Quarter 1996
Quality Of Technical Documentation: Utrecht Studies In Language & Communication
Carl Jansen, Pieter van der Poort, and Ron Verheijen, editors
Editions Rodopi, B V, 1994
Studies Of Functional Text Quality
Henk Pander Maat and Michael Steehouder, editors
Utrecht Studies in Language and Communication, Volume 1. Rodopi, 1992
Reviewed in Technical Communication, 2nd Quarter 1996
--Journal Articles: Definitions and Research--
"Essential" vs "Attractive" Quality
Karl L Smart, editor
"The Quest For Quality" in Intercom, December 1997
Establishing Dimensions of Quality for Technical Information
Karl L Smart
Intercom, May 1999
Perfect vs. Good Enough: Writing Quality in the Online Age
Neil Perlin, column editor
"Beyond the Bleeding Edge," in Intercom, April 2002
Quality - Conformance To Requirements
Diane Davis
"The Quest for Quality," in Intercom, February 1997
A Quality Primer
Karl L Smart, editor
"The Quest For Quality" in Intercom, February 1998
--Conference Papers and Presentations: Definitions and Research--
The Basics of Quality
Robbie Rupel, Lori Fisher, Don Lenk, Ralph Robinson, and Richard Colvin
Proceedings of the 46th STC Annual Conference, 1999
A Comparative Analysis Of Heuristic And Usability Evaluation Methods
Elizabeth J Simeral and Russell J Branaghan
Proceedings of the 44th STC Annual Conference, 1997
4. The Gurus of Quality
Updated 5 February 2000
The Deming Library
W Edwards Deming
Films Incorporated, 1992
A series of video tapes from the father of modern quality management.
The Deming Management Method
Mary Walton
Perigee Books, 1986
Describes the core of Deming's management for quality, including the 14 points and the red bead experiment.
I Know It When I See It: A Modern Fable About Quality
John Guaspari
AMACOM, a Division of American Management Association, 1985 ISBN 0-8144-5787-8
Implementing Total Quality Management: Competing In The 1990s
Joseph R Jablonski
Technical Management Consortium, 1990 ISBN 1-878821-00-8
Implementing TQM: Competing In The Nineties Through Total Quality Management
Joseph R Jablonski
Technical Management Consortium, 1994
It's About Time: A Fable About The Next Dimension Of Quality
John Guaspari
AMACOM, a Division of American Management Association, 1992 ISBN 0-8144-5130-6
Juran On Planning For Quality
J M Juran
The Free Press, 1988 ISBN 0-02-916681-0
Juran On Quality By Design: The New Steps For Planning Quality In Goods & Services
J M Juran
The Free Press, 1992
Let's Talk Quality: 96 Questions You Always Wanted To Ask Phil Crosby
Philip B Crosby
McGraw-Hill, 1986 ISBN 0-07-014565-2
Out Of The Crisis
W Edwards Deming
MIT Center For Advanced Engineering Study, 1986 ISBN 0-911379-01-0
The father of modern quality management teaches the transformation of business by improving quality and productivity in simple, clear language. Includes the 14 points and the red bead experiment. Don Lenk
Quality Is Free: The Art of Making Quality Certain
Philip B Crosby
McGraw-Hill, 1979 ISBN 0070145121 also Penguin, 1980 ISBN 0451625854
This is a primer on quality: I consider it a must-read for everyone interested in learning about quality. Don Lenk
Quality Planning and Analysis: From Product Development Through Use
J M Juran and Frank M Gryna Jr
McGraw-Hill, 1980 ISBN 0-07-033178-2
5. Implementing Quality
Updated 9 December 2002
--Books: Implementing Quality--
Developing Quality Technical Information: A Handbook for Writers and Editors
Gretchen Hargis
Prentice-Hall PTR
Quality In Action: 93 Lessons In Leadership, Participation, And Measurement
Patrick L Townsend and Joan E Gebhardt
John Wiley & Sons, 1992 ISBN 0-471-55206-2
Quality In America: How To Implement A Competitive Quality Program
V David Hunt
Business One Irwin, 1992 ISBN 1-55623-536-4
Quality Management: Implementing The Best Ideas Of The Masters
Bruce Brocka and M Suzanne Brocka
Business One Irwin, 1992 ISBN 1-55623-540-2
Quality Or Else: The Revolution In World Business
Lloyd Dobins and Clare Crawford-Mason
Houghton Mifflin, 1991 ISBN 0-395-57439-0
Quality Planning And Analysis: From Product Development Through Use
J M Juran and Frank M Gryna Jr
McGraw-Hill, 1980 ISBN 0/07-033178-2
Quality Service Pays - Six Keys To Success
Henry L LeFevre
Quality Press, 1989
Total Improvement Management: The Next Generation In Performance Improvement
H James Harrington and James S Harrington
McGraw-Hill, 1995 ISBN 0-07-026770-7
Reviewed in DocQment (the Quality SIG newsletter), Vol.4, No.1
The Transformation Of IBM: A Market-Driven Quality Reference Guide
International Business Machines Corp.
Document Number G325-0670-00, June 1992
Winning With Quality: Applying Quality Principles In Product Development
John W Wesner, Jeffrey M Hiatt, and David C Trimble
Addison-Wesley, 1995
Reviewed in Technical Communication, 2nd Quarter 1996
Improving Quality And Productivity Of Technical Communication
Roger A Grice and Lenore S Ridgway, editors
Oryx Press, 1996 ISBN 0-98774-962-6
--Journal Articles: Implementing Quality--
Accentuate The Negative: Obtaining Effective Reviews Through Focused Questions
Geoff Hart
Technical Communication, 1st Quarter 1997
The Collaborative Dimension Of Quality
Karl L Smart, editor
"The Quest For Quality" in Intercom, November 1998
Continuous Improvement: A Key To Quality
Karl L Smart, editor
"The Quest For Quality" in Intercom, April 1998
Designing Quality Customer Experiences
Karl L Smart, editor
"The Quest For Quality" in Intercom, June 2002
Implementing Quality
Karl L Smart, editor
"The Quest For Quality" in Intercom, June 1998
Personas: Matching a Design to the Users' Goals
Christine Perfetti
"The Quest For Quality" in Intercom, November 2002
Quality and the Customer Experience: Methods of Collecting Data
Karl L Smart, editor
"The Quest For Quality" in Intercom, April 2002
The Quality Revolution And Technical Communication
Steve Jong
"The Quest For Quality" in Intercom, October 1997
Technical Editing as Quality Assurance: Adding Value to Content
Michelle Corbin, Pat Moell, and Mike Boyd
Technical Communication, August 2002
V & V [Validation & Verification]: What's The Difference
R B Fuld
Ergonomics In Design 5, No. 3
Cited in "Recent And Relevant" in Technical Communication, 1st Quarter 1998
--Conference Papers and Presentations: Implementing Quality--
Addressing Quality in the Real World
Ralph Robinson, Steven Jong, Amy Perry, and Roberta Rupel
Proceedings of the 47th STC Annual Conference, 2000
Building Quality To Your Documentation
Bogo Vatovec
Proceedings of the 45th STC Annual Conference, 1998
Maintaining Quality Control in Documentation
Neelam Singh
Proceedings of the 49th STC Annual Conference, 2002
Making Technical Reviews More Efficient
Janice Gelb
Proceedings of the 46th STC Annual Conference, 1999
Quality In Action: What Technical Communicators Are Doing To Improve Quality
Lori Fisher, et al
Proceedings of the 45th STC Annual Conference, 1998
Using Usability "Test Cases" in Documentation Planning
Mary Nurminen and Leena M Rasinaho
Proceedings of the 44th STC Annual Conference, 1997
6. ISO Standards
Updated 18 September 2002
--Books: ISO Standards--
Demystifying ISO 9000: Information Mapping's Guide to the ISO 9000 Standards
Information Mapping, Inc., 1992
Documenting ISO 9000:2000 – Documenation for a Robust QMS
Ralph E Robinson
Government Institutes, 2000 ISBN 0-86587-824-2
Documenting Quality for ISO 9000 and Other Industry Standards
Gary E MacLean
ASQC Quality Press, 1993
The ISO 9000 Book, Second Edition
John T Rabbitt and Peter A Bergh
Quality Resources, 1994 ISBN 0-527-76258-X; also AMACOM Books, ISBN 0-8144-0267-4
The ISO 9000 Handbook
Robert W Peach
CEEM Information Services, 1992
ISO 9000: Meeting the New International Standards
Perry L Johnson
McGraw-Hill Inc., 1993
ISO 9000: The Standard Interpretation, Second Edition
Leland R Beaumont
ISO Easy, 1995
Quality Manager's Complete Guide to ISO 9000
Richard Barrett Clements
Prentice Hall, 1993
--Conference Papers and Presentations: ISO Standards--
Documentation for ISO 9000
Ralph E Robinson
Proceedings of the 46th STC Annual Conference, 1999
ISO 9001: "Of TC, By TC, and for TC"
Nobuyoshi Shidahara
Proceedings of the 46th STC Annual Conference, 1999
ISO 9000:2000; What Does It Mean to Technical Communicators?
Ralph Robinson
Proceedings of the 47th STC Annual Conference, 2000
7. Justifying Quality
Updated 21 January 2002
Cost-Justifying Usability
Randolph G Bias and Deborah J Mayhew, editors
Academic Press, 1994
Reviewed in Technical Communication, 3rd Quarter 1996
8. Managing Quality
Updated 31 December 2003
--Books: Managing Quality--
Competing Against Time
George Stalk Jr and Thomas M Hout
The Free Press, 1990
Competing Through Productivity And Quality
Y K Shetty and Vernon M Buehler
Productivity Press, 1988
The Five Pillars Of TQM: How To Make Total Quality Management Work For You
Bill Creech
Truman Talley Books/Dutton, 1994 ISBN 0-525-93725-0
Implementing TQM: Competing In The Nineties Through Total Quality Management
Joseph R Jablonski
Technical Management Consortium, 1994
Integrating Productivity And Quality Management
Johnson Aimie Edosomwan
Marcel Dekker Inc, 1987 ISBN 0-8247-7657-7
Process Control, Capability, And Improvement
International Business Machines Corp.
The IBM Quality Institute, Document Number SR11-3055-01, May 1986
A good introduction to Statistical Process Control, without a lot of heavy-duty math. Don Lenk
Quality In Action: 93 Lessons In Leadership, Participation, And Measurement
Patrick L Townsend and Joan E Gebhardt
John Wiley & Sons, 1992 ISBN 0-471-55206-2
Quality Management: Implementing The Best Ideas Of The Masters
Bruce Brocka and M Suzanne Brocka
Business One Irwin, 1992 ISBN 1-55623-540-2
Quality Or Else: The Revolution In World Business
Lloyd Dobins and Clare Crawford-Mason
Houghton Mifflin, 1991 ISBN 0-395-57439-0
Quality Process Management
Gabriel A Pall
Prentice-Hall, 1987 ISBN 0-13-745027-3
Total Improvement Management: The Next Generation In Performance Improvement
H James Harrington and James S Harrington
McGraw-Hill, 1995 ISBN 0-07-026770-7
Reviewed in DocQment (the Quality SIG newsletter), Vol.4, No.1
Total Quality Through Project Management
Jeffrey S Leavitt and Philip C Nunn
McGraw-Hill, 1994 ISBN 0-07-036980-1
--Journal Articles: Managing Quality--
Buggy Whips, the Arch Deluxe, and Quality Improvement
Steven F Jong
"The Quest for Quality" in Intercom, March 2003
Continuous Improvement and the Vision of Quality
Karl L Smart
"The Quest for Quality" in Intercom, July/August 1999
Cheating the Quality Triangle
Geoffrey J S Hart
Intercom, April 2001
The Importance of the Quality Culture
Kim S Cameron
"The Quest for Quality" in Intercom, May 2001
Instructional Design and Software Quality Assurance (2 Parts)
Karl M Smart
This two-part article discusses the role of instructional design in quality assurance processes, using a model of a document development life cycle. Part one outlines the envisioning and planning stages; part two discusses the development and stabilizing phases of document development.
Part I "The Quest for Quality" in Intercom, November 2001
Part II "The Quest for Quality" in Intercom, January 2002
Quality for Customers' Sake
Gabriele M Brock
"The Quest for Quality" in Intercom, November 1999
Quality Time: How Good Documentation Cuts Development Cost
Gill Woodcock
Intercom, July/August 2001
Recognizing Quality Achievement
Karl M Smart
"The Quest for Quality" in Intercom, September/October 2001
Requirements for Total Quality Leadership
A H Jaehn
"The Quest for Quality" in Intercom, December 2000
--Conference Papers and Presentations: Managing Quality--
Advanced Toolkit for Experienced Technical Communicators:
Nine Quality Characteristics and a Process to Check for Them
Lori Fisher
Proceedings of the 48th STC Annual Conference, 2001
Creative Ways to Reward Employees and Improve the Quality of Their Deliverables
John Murphy, Barbara Giammona, Ilana Rosheshein, Patrick Reed-Reimer, Taryn Light, Gloria Reisman
Proceedings of the 48th STC Annual Conference, 2001
Perspectives on Management
Eloise Blanchard, Carol Gasser, Karen Peterson, Jennifer Square, and Sandy Storey
Proceedings of the 46th STC Annual Conference, 1999
Includes a section called Journey Into Quality.
Quality and Information Product Development
Jeanette P Evans
Proceedings of the 46th STC Annual Conference, 1999
Quality Basics: What you need to know to get started
Jennifer Atkinson, Donald Lenk, Amy Perry, Ralph Robinson, and Roberta A Rupel
Proceedings of the 48th STC Annual Conference, 2001
Quality Management: Fire Fighting to Fire Prevention
Christina M Downs
Proceedings of the 46th STC Annual Conference, 1999
9. Measurement and Benchmarking
Updated 07 April 2002
--Books: Measurement and Benchmarking--
Benchmarking: The Search For Industry Best Practices That Lead To Superior Performance
Robert L Camp
ASQC Quality Press, 1989 ISBN 0-87389-058-2
A Guide To Benchmarking In Xerox
Xerox Corporation Corporate Education and Training, 1990
Improving Through Benchmarking: A Practice Guide To Achieving Peak Process Performance
Richard Y Chang and P Keith Kelly
Richard Chang Associates, 1994 ISBN 1-883553-08-3
Measure Up! Yardsticks For Continuous Improvement
Richard L Lynch and Kelvin F Cross
Blackwell Publishers, 1991 ISBN 1-55786-099-8
Measuring Information Development Quality The Market-Driven Way
J L Carter, et al.
International Business Machines Corp. Technical Report Number TR83.267
This short report (24 pages) is an excellent approach to measuring quality in technical communications. It is labeled "IBM Internal Use Only," but if you have access to a copy, it is well worth reading. Don Lenk
Quality In Action: 93 Lessons In Leadership, Participation, And Measurement
Patrick L Townsend and Joan E Gebhardt
John Wiley & Sons, 1992 ISBN 0-471-55206-2
--Journal Articles: Meansurement and Benchmarking--
Documentation Metrics: What Do You Really Want to Measure?
Donald S Le Vie Jr
Intercom, December 2000
The Evaluation Of Text Quality: Expert-Focused And Reader-Focused Methods Compared
L Lentz and M de Jong
IEEE Transactions On Professional Communication 40, no. 3
Cited in "Recent And Relevant" in Technical Communication, 1st Quarter 1998
Quality and the Customer Experience: Methods of Collecting Data
Karl L Smart, column editor
"The Quest for Quality," in Intercom, April 2002
Quality Improvement: Benchmarking, Document Design, And The STC
Michael L Sheffield
Technical Communication, 3rd Quarter 1997
--Conference Papers and Presentations: Measurement and Benchmarking--
Can't Someone Tell Me How To Measure Quality?
Lori Fisher
Proceedings of the 45th STC Annual Conference, 1998
How In-Process Measures Can Help You Manage Quality
Lori H Fisher
Proceedings of the 44th STC Annual Conference, 1997
Method to Evaluate Manuals and Online Help
Raji Santhanam
Proceedings of the 46th STC Annual Conference, 1999
Quality Metrics
Eric Mallory
Proceedings of the 46th STC Annual Conference, 1999
You Get What You Measure -- So Measure Quality
Stephen Jong
Proceedings of the 47th STC Annual Conference, 2000
10. Usability and Testing
Updated 31 December 2003 and 17 January 2004
--Books: Usability and Testing--
Bulletproof Documentation: Creating Quality Through Testing
Dorothy Cady
McGraw-Hill, 1996 ISBN 0-07-09631-7
Reviewed in DocQment(the Quality SIG newsletter), Fall 1996
Reviewed in Technical Communication, Second Quarter 1997
Cost-Justifying Usability
Randolph G Bias and Deborah J Mayhew, editors
Academic Press, 1994
Reviewed in Technical Communication, 3rd Quarter 1996
Designing Web Sites That Work: Usability for the Web
Tom Brinck, Darren Gergle, and Scott D Wood
Morgan Kaufmann Publishers, 2002 ISBN 1-55860-658-0
Reviewed in Technical Communication, February 2003
Designing Web Usability: The Practice of Simplicity
Jakob Nielsen
New Riders Publishing, 2000
Reviewed in Technical Communication, August 2000
Handbook Of Usability Testing
Jeffrey Rubin
John Wiley & Sons, 1994
Reviewed in Technical Communication, 2nd Quarter 1995
How To Write Usable User Documentation, 2nd Edition
Edmond H Weiss
Oryx Press, 1991
Reviewed in Technical Communication, 4th Quarter 1992
Usability Engineering
Jakob Nielsen
AP Professional, 1993
Reviewed in Technical Communication, 2nd Quarter 1995
Usability In Practice: How Companies Develop User-Friendly Products
Michael E Wiklund
AP Professional, 1994
Reviewed in Technical Communication, 4th Quarter 1995
Usability Inspection Methods
Jakob Nielsen and Robert L Mack, editors
John Wiley & Sons, 1994
Reviewed in Technical Communication, 4th Quarter 1995
Usability Makes the Web Click
Joseph S Dumas and Janice C Redish
Ablex Publishing Corp., 1994
Reviewed in Technical Communication, 2nd Quarter 1995
Usability Testing and Research
Carol M Barnum
Allyn & Bacon, 2002 ISBN 0-205-31519-4
Reviewed in Technical Communication, May 2003
The Web Testing Handbook
Steven Splain and Stefan P Jaskiel
Software Quality Engineering, 2001 ISBN 0-9704363-0-0
Reviewed in Technical Communication, February 2003
Web Site Usability: A Designer's Guide
Jared M Spool and others
User Interface Engineering, 1997 ISBN 0-96606-410-0
Reviewed in Technical Communication, 4th Quarter 1998
Web usability handbook
M A Rockland
Charles River Media
Listed in Technical Communication Book Reviews, May 2001
--Journal Articles: Usability and Testing--
Church of Usability
A K'necht. ZDNet's DevHead
http://zdnet.com/devhead/
Cited In "Recent and Relevant" in Technical Communication, November 2001
Constructing Usable Documentation:
A Study of Communicative Practices and the Early Uses of Mainframe Computing in Industry
M Zachry
Journal of Technical Writing and Communication 31, no. 1:61-76
Cited In "Recent and Relevant" in Technical Communication, November 2001
Designing Web Sites for International Audiences
Kirk R St.Amant
Intercom, May 2003
Designing a Search People Can Really Use
Whitney Quesenbery
Intercom, December 2003
The Diversity of Usbility Practices
Communications of the ACM 42, 5:61-100
Cited in "Recent and Relevant" in Technical Communication, November 1999
Examining the Relationship Between Quality Writing and Quality Reading
Hans Van Der Meij
Technical Communication, May 2000
Grappling with Distributed Usability:
A Cultural-historical Examination of Documentation Genres over Four Decades
C Spinuzi
Journal of Technical Writing and Communication 31, no. 1:41-59
Cited In "Recent and Relevant" in Technical Communication, February 2002
Improving Your Reader's Comment Forms
Saul Carliner
Intercom, April 2003
Lessons Learned from Discount Usability Engineering for the U.S. Federal Government
Colleen Pettit Jones
Technical Communication, May 2003
Older, Wiser, & Wired
Beth Mazur and Amy Lee
Intercom, December 2003
Practical Tips for Improving Web Site and Intranet Usability
Geoffrey J S Hart
Intercom, December 2003
Rigor in Usability Testing
Michael Hughes
Technical Communication, November 1999
Selling Usability: Scope and Schedule Estimates
Scott M McDaniel
Intercom, December 2003
Stalking the User: Practical Field Research
Stephanie Rosenbaum
Intercom, December 2003
Taking Usability Testing to the Field
Donald E Zimmerman, Michel Lynn Muraski, and Michael D Slater
Technical Communication, November 1999
Testing The Usability of Software Documentation: A Case Study
Kimberly B Ness and Scott Butler
Intercom, October 1997
Usability And The Web
Denise D Pieratti
Intercom, June 1998
The Usability Evaluation: A "Discount" Approach To Usability Testing
M Shannon Daugherty
Intercom, December 1997
The Usability Evaluations: Rationale, Methods, and Guidelines
Elaine L Ostrander
Intercom, June 1999
Usability Is in Your Future
Carol Barnum
Intercom, December 2003
Usability Makes the Web Click
J Nielsen (interview)
Fast Company, October 1998
Cited In "Recent and Relevant" in Technical Communication, May 1999
Usability Progression: Catching the Main Currents in Usability
Judith Ramey
Proceedings of the 46th STC Annual Conference, 1999
Usability Testing: Don't Let the Myths Put You Off
Caroline Jarrett
Intercom, December 2003
Usable Information Through User-Centered Design
Kristin J Zibell
Intercom, December 1999
Why Users Beef About Documentation
Ed Foster
Intercom, November 1998
--Conference Papers and Presentations: Usability and Testing--
Advanced Usability Topics
Stephanie L Rosenbaum and Lori K Anschuetz
Proceedings of the 44th STC Annual Conference, 1997
A Comparative Analysis Of Heuristic And Usability Evaluation Methods
Elizabeth J Simeral and Russell J Branaghan
Proceedings of the 44th STC Annual Conference, 1997
Conducting Usability Tests to Upgrade Your Web Sites
Susam M J Lester
Proceedings of the 46th STC Annual Conference, 1999
Involving Customers In Developing Usability Metrics
Molly Hammar
Proceedings of the 45th STC Annual Conference, 1998
Lessons Learned From Usability Testing Of The Documentation
Carol Barnum, Fellow
Proceedings of the 45th STC Annual Conference, 1998
Lessons Learned From Usability Testing Web Pages
Janice C Redish, Janet R Borggren, Mechan R Ede, and Laurie A Roshak
Proceedings of the 44th STC Annual Conference, 1997
Quality And Usability In Indexes
Lori M Lathrop, Peg Mauer, and L Pilar Wyman
Proceedings of the 44th STC Annual Conference, 1997
Robert Prisig's Message For Documentation Quality
Henrietta Nickels Shirk
Proceedings of the 45th STC Annual Conference, 1998
Usability Progression: Making Smart Choices In Usability Testing
Judith Ramey, Moderator
Proceedings of the 45th STC Annual Conference, 1998
Usability Studies: Oh, The Things That We've Learned
Kim Balch and Deb Sauerwald
Proceedings of the 47th STC Annual Conference, 2000
Usability Testing And Editing Online Documentation: Where's The Connection?
Jennifer L Giordano
Proceedings of the 45th STC Annual Conference, 1998
Usability Testing Your Documentation's Content
Sandra Chinoporos and Mary Beth Butler
Proceedings of the 44th STC Annual Conference, 1997
Usability - The Basics And Beyond
Julia C Stovall
Proceedings of the 44th STC Annual Conference, 1997
Using Usability "Test Cases" in Documentation Planning
Mary Nurminen and Leena M Rasinaho
Proceedings of the 44th STC Annual Conference, 1997
11. Web, help, and hypermedia quality
Updated 31 December 2003
--Books: Web, Help, and Hypermedia Quality--
Designing Web Sites That Work: Usability for the Web
Tom Brinck, Darren Gergle, and Scott D Wood
Morgan Kaufmann Publishers, 2002 ISBN 1-55860-658-0
Reviewed in Technical Communication, February 2003
Designing Web Usability: The Practice of Simplicity
Jakob Nielsen
New Riders Publishing, 2000
Reviewed in Technical Communication, August 2000
Web Site Usability: A Designer's Guide
Jared M Spool and others
User Interface Engineering, 1997 ISBN 0-96606-410-0
Reviewed in Technical Communication, 4th Quarter 1998
Web Site Usability Handbook
Mark Pearrow
Charles River Media
Reviewed in Technical Communication Book Reviews, August 2001
The Web Testing Handbook
Steven Splain and Stefan P Jaskiel
Software Quality Engineering, 2001 ISBN 0-9704363-0-0
Reviewed in Technical Communication, February 2003
Web usability handbook
M A Rockland
Charles River Media
Listed in Technical Communication Book Reviews, May 2001
Web Pages that Suck: Learn Good Design by Looking at Bad Design
Vincent Flanders and Michael Willis
Sybex, 1998 ISBN 0-7821-2187-X
Reviewed in Technical Communication, February 2000
--Journal Articles: Web, Help, and Hypermedia Quality--
Assessing Web Site Quality
Karl L Smart
Intercom, July/August 2000
Building Quality Web Sites
Karl L Smart
Intercom, April 2001
Creating And Maintaining A Quality Multilingual Web Site
Madeline M Nevins and Marie Lerch
Intercom, May 1998
Designing Web Sites for International Audiences
Kirk R St.Amant
Intercom, May 2003
Fear And Loathing Of The Help Menu: A Usability Test Of Online Help
Trevor Grayling
Technical Communication, 2nd Quarter 1998
Fixing Web Site Usability
L Radosevich
Infoworld 19, no. 50
Cited in "Recent And Relevant" in Technical Communication, 3rd Quarter 1998
Impact of Data Quality on the Web User
Jakob Nielson
Intercom, February 1999
Practical Tips for Improving Web Site and Intranet Usability
Geoffrey J S Hart
Intercom, December 2003
Technical Communicators and Online Help: The Developers and User's Perspectives
Julie Fisher
Technical Communication, August 1999
Tips for the Help Developer: Reliability Testing
Catherine M Walstad
Intercom, February 2000
Usability And The Web
Denise D Pieratti
Intercom, June 1998
Usability Makes the Web Click
J Nielsen (interview)
Fast Company, October 1998
Cited In "Recent and Relevant" in Technical Communication, May 1999
What Makes A Good Web Site?
Theresa A Wilkinson
Intercom, April 1998
--Conference Papers and Presentations: Web, Help, and Hypermedia Quality--
Conducting Usability Tests to Upgrade Your Web Sites
Susam M J Lester
Proceedings of the 46th STC Annual Conference, 1999
HCI Usability: Impact of Style, Graphics, and Quality on Web-Site Effectiveness
Roger A Grice, Lenore S Ridgway, and Raymond A Lutzky
Proceedings of the 47th STC Annual Conference, 2000
Help! Six Fixes To Improve The Usability Of Your Online Help
Donna Timpone
Proceedings of the 44th STC Annual Conference, 1997
Improving Information Quality In Your Web Space: A Take Charge Approach
Richard D Colvin
Proceedings of the 44th STC Annual Conference, 1997
Method to Evaluate Manuals and Online Help
Raji Santhanam
Proceedings of the 46th STC Annual Conference, 1999
Quality Online Help Development
Jeanette P Evans
Proceedings of the 46th STC Annual Conference, 1999
12. Periodicals in Quality
Updated comprehensively 21 February 2002
The Journal for Quality And Participation
American Society for Quality, formerly Association for Quality and Participation
Quality
(708) 665-1000. Fax (708) 462-2225. http://www.qualitymag.com
Quality Digest
(http://qualitydigest.com)
Quality Progress
American Society for Quality
(800) 248-1946 or (414) 272-8575. Fax (414)272-1734. http://www.asq.org