MadCap Review

MadCap has released a product – MadCap Feedback – that is new to me and looks like it has a nice set of features especially if you want to close the loop between technical writers/technical communicators and end users. And who doesn’t want to do that!. Its Feedback Server has a Web 2.0 reporting tool that gives technical authors, information designers, and educational content developers insight into the end-user experience.

MadCap Feedback Review

MadCap Feedback: Image Copyright MadCap Software

MadCap Feedback overview

Using Feedback Server’s reporting tools you can learn what:

  • Content is most useful
  • Content could be improved
  • Content may be missing from your documentation.

The idea is that by analyzing the data, you can then go back and improve the quality of your information and, in theory, ‘make your users part of the technical communication process’. I’m not sure how that works in the real world but will follow up with the folks at Madcap.

MadCap Feedback Server

Use can use the server aspect of the tool to:

  • Gain insight into what users are looking for, finding, and not finding
  • Improve author-reader connection by allowing readers to rate topics and add comments
  • Respond to user comments without republishing content
  • Create actionable feedback charts from user statistics

How It Works

  • Create Content — Author a project in Flare and create desired output(s).
  • Implement Feedback — Install Feedback on your company web server or choose MadCap’s hosted service.
  • Output with Feedback — Within Flare, choose to include Feedback Web 2.0 features in your target output(s).
  • Users Submit Feedback — Users viewing your content can now rate and comment on quality and usefulness of a topic.
  • Analyze Results — View search activity, user comments and ratings.
  • Improve Content — Add search synonyms, edit, and add new content based on user feedback.

For a complete list of new features, download: MadCap Feedback Server V3 What’s New Guide PDF.

Price

It costs $2,499 which ain’t cheap. Get the demo here http://www.madcapsoftware.com/products/feedback/overview.aspx

Your thoughts

What interests me most about this product is its aim to ‘make your users part of the technical communication process’. Like I said, I’m not sure how that works in the real terms. If you’ve used this product or have some thought, please add them below.

Download these templates to start

Acceptance Test Plan

Contingency Plan

Software Development Templates

Acquisition Plan

Conversion Plan

Software Requirements Specification

Action Plan

Cost Benefit Analysis

Software Testing

API Documentation

Database Design

Standard Operating Procedures (SOP)

Audience Analysis

Datasheet

Statement of Work

Availability Plan

Deployment Plan

System Administration Guide

Bill of Materials

Design Document

System Boundary

Business Case

Disaster Recovery Plan

System Design Document

Business Continuity

Disposition Plan

System Specifications

Business Plan

Documentation Plan

Technical Writing Templates

Business Process

Employee Handbook

Test Plan

Business Requirements

Error Message Guide

Training Plan

Business Rules

Expression of Interest

Transition Plan

Capacity Plan

Fact Sheet

Troubleshooting Guide

Case Study

Feasibility Study

Use Case

Change Management Plan

Functional Requirements

User Guide

Communication Plan

Grant Proposal

Verification and Validation Plan

Concept of Operations

Implementation Plan

White Papers

Concept Proposal

Installation Plan

Work Instructions

Configuration Management Plan

Interface Control Document

Software Development Templates

Acceptance Test Plan

Maintenance Plan

Software Requirements Specification

Acquisition Plan

Market Research

Software Testing

Action Plan

Marketing Plan

Standard Operating Procedures (SOP)

API Documentation

Needs Statement

Statement of Work

Audience Analysis

Operations Guide

System Administration Guide

Availability Plan

Policy Manual

System Boundary

Bill of Materials

Project Plan

System Design Document

Business Case

Proposal Manager Templates

System Specifications

Business Continuity

Proposal Template

Technical Writing Templates

Business Plan

Quality Assurance Plan

Test Plan

Business Process

Release Notes

Training Plan

Business Requirements

Request for Proposal

Transition Plan

Business Rules

Risk Management Plan

Troubleshooting Guide

Capacity Plan

Scope of Work

Use Case

Case Study

Security Plan

User Guide

Change Management Plan

Service Level Agreement (SLA)

Verification and Validation Plan

Communication Plan

Setup Guide

White Papers

Concept of Operations

Social Media Policy

Work Instructions

Concept Proposal

Contingency Plan

 

Configuration Management Plan

Conversion Plan