Characteristic-Based, Task-Based, and Results-Based: Three Value Systems for Assessing Professionally Produced Technical Communication Products

Technical communicators have developed different methodologies for evaluating the effectiveness of their work (whether the information can be used by the intended audience), such as editing, usability testing, and determining the value-added. But, as vastly differing assessments of the same professionally produced technical communication products suggest, at least three broad value systems underlie the assessment practices: characteristic-based (assessing against a set of criteria), task-based (assessing users' observed ability to perform tasks), and results-based (assessing the contribution to the publisher, usually in financial terms). The systems do not overlap with one another; rather, they embody different values about what makes technical communication effective. The most complete form of assessment may involve multiple assessment approaches and triangulated results.