Is It Possible Even with Few Readers!? Methods for Measuring Manual Effectiveness and Improvement Case Studies

2/16/2026

Is It Possible Even with Few Readers!? Methods for Measuring Manual Effectiveness and Improvement Case Studies

Have you ever created a manual, only to find it’s not being used on site...?
Creating a manual is not the end; it is important to continuously improve it so that it keeps being used. Essential to this is measuring its effectiveness.
In this article, we introduce methods for measuring the effectiveness of manuals, which are indispensable for their operation, along with real case examples.

Table of Contents

1. What is Effectiveness Measurement
1-1. How to Proceed with Effectiveness Measurement
1-2. How to Collect Data (Quantitative and Qualitative)
2. Manuals Are Difficult to Measure Effectiveness by Access Numbers
3. Manual Effectiveness Measurement Methods Possible Even with Few Data
3-1. Questionnaire Survey
3-2. Usability Test
3-3. Comparison of the Number of Inquiries from Readers and the Working Hours for Inquiry Responses
4. Case Studies Related to Effect Measurement
5. For Consultations on Manual Creation, Effect Measurement, and Improvement, Contact Human Science

1. What is Effectiveness Measurement

Effectiveness measurement is the process of evaluating to what extent the implemented measures have achieved results using numerical values and indicators. It is an important process for identifying areas for improvement and issues, and for linking them to the next measures.

Set KPIs (Key Performance Indicators) and analyze by combining quantitative data (such as number of accesses and sales) and qualitative data (such as user feedback and satisfaction).

1-1. How to Proceed with Effectiveness Measurement

Effect measurement is carried out according to the following process.

1-2. How to Collect Data (Quantitative and Qualitative)

There are two types of data to be verified in effectiveness measurement: "quantitative" and "qualitative."

・Quantitative data: Data that can be expressed in numbers (e.g., number of accesses, sales amount, test scores)
・Qualitative data: Data that cannot be expressed in numbers, qualitative data (e.g., user feedback, reasons for satisfaction)

Quantitative analysis, which deals with quantitative data, and qualitative analysis, which deals with qualitative data, each have the following characteristics.

Item	Quantitative Analysis	Qualitative Analysis
Benefits	・Objective evaluation is possible ・The persuasiveness of the evaluation results can be enhanced	・Effective analysis can be performed even with a limited amount of data ・It is possible to understand the user's background that cannot be grasped by numerical values
Disadvantages	A certain amount of consolidated data is required	Since there are no clear evaluation criteria, there is a possibility of subjective evaluation
Examples of analysis methods	・Google Analytics ・Heatmap	・Interviews ・Questionnaire surveys

2. Manuals Are Difficult to Measure Effectiveness by Access Numbers

Unlike websites and advertisements, manuals have a limited number of readers, so it is difficult to judge their effectiveness based solely on access numbers. Furthermore, numerical data alone cannot capture the background of issues or reader satisfaction.

3. Manual Effectiveness Measurement Methods Possible Even with Few Data

Even with a small amount of data (number of readers), it is possible to measure effectiveness using the following methods.

3-1. Questionnaire Survey

Conduct surveys for the manual's readers and verify the effectiveness based on the survey results. Using survey creation and analysis tools equipped with the following features can also streamline the process.

・Creation of survey forms on the web
・Responding to surveys on the web
・Aggregation and graphing of survey response results

3-2. Usability Test

Decide in advance the parts to be tested, and have readers perform operations according to the manual's instructions. Hear from readers about points that are difficult to understand or where they stumble, and identify issues within the manual. This method has the advantage of easily uncovering problems from the reader's perspective that the manual creators might not notice.

3-3. Comparison of the Number of Inquiries from Readers and the Working Hours for Inquiry Responses

We examine how the number of inquiries from readers and the time spent handling inquiries have changed before and after the manual improvements. This method allows you to verify the effectiveness with numerical data. Based on the verification results, by formulating hypotheses and conducting surveys, you can delve deeper into the background of the issues and link them to the next measures.

4. Case Studies Related to Effect Measurement

We introduce cases where effectiveness was measured based on the time spent on escalations and the number of incoming calls at call centers.

Case 1: Reducing the time spent maintaining call center internal operation manuals and FAQs, as well as escalations, by approximately 55%

Case Study ②: Reducing Call Volume to the Call Center by Improving the Usability of the Operation Manual

At Human Science, we can support everything from considering indicators for effectiveness measurement to implementation, tailored to your challenges and objectives.

5. For Consultations on Manual Creation, Effect Measurement, and Improvement, Contact Human Science

Human Science also has experience in surveys and usability tests that are not included in the case studies. If you have needs like the following, please feel free to consult with Human Science.

・Want to identify issues with manuals
・Want to request a one-stop service from manual improvement to post-improvement effect measurement and analysis