Despite the acknowledged importance of reader feedback to computer documentation, few relevant, standardized, empirically validated measures for such feedback have been developed. Research involving hundreds of experienced computer users from more than 30 organizations indicates that there are at least three principal dimensions which readers use when evaluating documentation used in the performance of job-related software tasks: task relevancy, systematic arrangement, and credibility. A nine-scale measure of these dimensions is proposed for standardized use.

Many scholars call for systematic empirical research in technical writing. This article reviews the Westley-MacLean communication model and provides an example of the model within a technical communication context. The author suggests use of the Westley-MacLean model as a means to conceptualize the technical communication process, and illustrates how the model can be used as a technical writing paradigm.