Measure the efficiency and impact of your documentation efforts by tracking output speed, support deflection, and content quality.
This tool calculates three distinct KPIs for technical writing:
1. Documentation Output Rate (DOR): Measures pure writing velocity.
$$ \text{DOR} = \frac{\text{Words Written}}{\text{Total Writing Hours}} \quad (\text{Unit: Words/Hour}) $$
2. Customer Self-Service Rate (CSSR%): Measures the effectiveness of docs in preventing support calls.
$$ \text{CSSR} = \frac{\text{Tickets Deflected}}{\text{Total Tickets} + \text{Tickets Deflected}} \times 100 $$
3. Documentation Deficiency Score (DDS): Measures quality control.
$$ \text{DDS} = \frac{\text{Deficiencies Found}}{\text{Total Documents}} \quad (\text{Unit: Defects/Doc}) $$
Scenario: A technical writer produces 5,000 words in 40 hours. Analytics show 150 users found answers (deflected), while 850 tickets were opened. During review of 20 docs, 4 errors were found.
Technical documentation is often viewed as a cost center, but when executed correctly, it is a high-value asset that drives customer satisfaction and reduces operational costs. The Technical Documentation Productivity Calculator moves beyond simple "word counts" to provide a holistic view of a documentation team's performance. While tracking words per hour is useful for capacity planning, it does not account for the value of that content. This calculator balances velocity (DOR) with impact (CSSR) and quality (DDS) to ensure that your team isn't just writing fast, but writing effective, accurate content that solves user problems.
One of the most critical metrics included in the Technical Documentation Productivity Calculator is the Customer Self-Service Rate (CSSR). In the modern SaaS economy, users prefer to solve problems themselves. A high CSSR indicates that your documentation is accessible, searchable, and accurate, directly translating to fewer support tickets. According to industry standards from organizations like the Society for Technical Communication (STC), effective documentation acts as the first line of defense for customer support. By quantifying "Tickets Deflected," you can calculate the direct ROI of your writing efforts. For example, if a support ticket costs $20 to resolve, and your docs deflect 1,000 tickets, your documentation has saved the company $20,000.
Quality control is equally important, which is why the Technical Documentation Productivity Calculator includes the Documentation Deficiency Score (DDS). High output with high error rates creates "documentation debt" that requires future rework and erodes user trust. By tracking deficiencies per document during the review phase (before publication), you can identify training needs for your writers or bottlenecks in your research process. This aligns with principles found in Technical Writing best practices, emphasizing clarity and accuracy over sheer volume.
Whether you are managing a team of API writers, knowledge base contributors, or hardware manual authors, the Technical Documentation Productivity Calculator provides the data needed to justify headcount, purchase tools, or change strategies. It encourages a shift from "how much did we write?" to "how much value did we deliver?"
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DOR varies wildly by complexity. For simple how-to articles, 200+ words per hour is common. For complex API documentation or highly technical architectural guides requiring deep research, 50-100 words per hour is standard. Consistency is more important than raw speed.
This is usually an estimate derived from your analytics. Common methods include: tracking "Was this helpful?" clicks, measuring users who search the knowledge base and *do not* open a ticket within 24 hours, or using a "Deflection" metric provided by platforms like Zendesk or Salesforce Service Cloud.
Tracking the DDS helps identify systemic issues. If the score is high, it might indicate that your writers lack access to Subject Matter Experts (SMEs), that the product is changing too fast, or that your style guide is unclear. It ensures you aren't sacrificing quality for speed.
Yes. Technical writing involves about 30-40% planning, interviewing SMEs, and attending stand-ups. All time dedicated to the creation of the document should be included to get an accurate cost-per-document metric.