Observation of the information product
Once the information product has been published and distributed, it must be monitored on the market to ensure that all the requirements necessary for the user have been taken into account and fulfilled. The aim of monitoring the information product is to obtain feedback on the information product from users in order to optimize the information product. This process phase thus closes the circle to the first process phase, the environment analysis.
Feedback
Feedback includes all feedback from various users on the information product. Sources of feedback can be internal or external to the company. Systematic processes can be introduced to obtain feedback. In contrast to a targeted evaluation of the information product, e.g. through a survey, feedback is usually unsystematic and unstructured. Therefore, the significance and relevance must always be questioned.
Feedback provides information that is evaluated during the environment analysis with regard to potential improvements for the information product.
- Organization of feedback processes
- External feedback (e.g. call center, customer service, service technician, help hotline)
- Feedback from internal departments (e.g. training center, trainers, customer service, service technicians)
- Systematic evaluation of feedback (e.g. customer problems, complaints, customer feedback or internal feedback on the information product)
- Evaluation of the feedback and its informative value