STC Usability Newsletter: This article reports on a study that: "...failed in its intent to document a persuasive ROI that could be used to convince otherwise unwilling management to initiate usability studies. The study instead turned up the disappointing fact that technical communicators simply aren’t keeping track of the essential figures. There were, however, promising clues that the impact of usability testing of documentation may be enormous if it could be quantified." (2001-04-29)