Influencing the Bottom Line:

Hackos, Joann T.
January 2012
Intercom;Jan2012, Vol. 59 Issue 1, p10
The article looks at case studies that show the role of information architecture in enabling business success. A 1982-1983 research by Janice Redish and Judy Ramey looks at the potential of OASIS DITA requirements in cutting costs and increasing return on investment of companies. The Net Promoter Score is endorsed by Frederick F. Reichfeld as a factor in predicting customer satisfaction of companies through connecting survey responses with real customer attitudes.


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