Purpose: To offer additional tools for the assessment of effectiveness and usability in technology-mediated communication based in established heuristics.

Method: An interdisciplinary group of researchers at Rensselaer Polytechnic Institute selected five disparate examples of technology-mediated communication, formally evaluated each using contemporary heuristics, and then engaged in an iterative design process to arrive at an expanded toolkit for in depth analyses.

Results: A set of heuristics and operationalized metrics for the deeper analysis of a broader scope of contemporary technology-mediated communication.

Conclusions: The continual evolution of communication, including the emergence of new, interactive media, provides a challenging opportunity to identify effective approaches and techniques. There are benefits to a renewed focus on relationships between people and between people and information, and we offer additional criteria and metrics to supplement established means of heuristic analysis.

Document Type


Publication Date


Notes/Citation Information

Published in Technical Communication, v. 60, no. 1, p. 3-27.

The publisher has granted the permission for posting the article here.