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Listening Quiz: Đo Lường Hiệu Quả Tài Liệu – Advanced Level
Th5 6, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Chuyên viên viết tài liệu kỹ thuật (English for Technical Writer)
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1.
What is the main topic of Mia and Mark’s conversation?
How to write better support tickets
How to redesign a company website
How to train new support agents
How to measure the effectiveness of documentation
Explanation:
Mia and Mark discuss several metrics for measuring how well their documentation works, so the conversation is about measuring documentation effectiveness.
2.
Which metric does Mia mention first?
Returning users
Support ticket deflection
User satisfaction scores after reading the docs
Time spent on pages
Explanation:
Mia says, ‘First, we can track support ticket deflection.’
3.
Why does Mia say time spent on pages is important?
It measures how quickly support agents reply
It shows which users leave the company site
It helps count how many documents are published
It shows whether users are reading or skipping content
Explanation:
Mia explains that time spent on pages tells them if users are reading or skipping content.
4.
What can be inferred if many users search the same term in the docs?
Users prefer contacting support instead of reading
The docs are too long to be useful
The documentation has no search function
The term should likely be improved or clarified in the documentation
Explanation:
Mark says that if many users search the same term, they should improve that part, so the term likely needs clearer or better coverage.
5.
What does Mia think the different metrics will do together?
Show which employee wrote each document
Replace the need for user feedback
Prove that support tickets will always increase
Give a clear picture of how useful the docs are
Explanation:
Mia says, ‘Combining these metrics gives a clear picture,’ meaning the metrics together show how useful the docs are.
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