Chapter 17 Technical Instructions

Instructions Are one of the most common workplace genres Can be simple or complex Are used to solve problems Can be textual or visual

Ethics in Instructions Safety: be sure the instructions do not place the readers in harm’s way Functionability: be sure the instructions help a reader successfully complete their tasks Misuse of product: unclear or incorrect instructions may allow a reader to misuse the product leading to injury or damage

Ethics in Instructions Hazards even with proper use: make sure to explain what risks are inherently involved in the product or process Troubleshooting: cover potential problems, and make sure the solutions you provide are feasible, safe, and accurate Product liability: be sure both the writer and the reader understand their responsibilities and liabilities

Instructions Fit Needs Putting something together Repairing an object Operating a device Installing a device Making a product Solving a problem Maintaining an object Unpacking or packing an object Working through a process or procedure Providing documentation

Key Elements Title / title image Equipment needed Byline Parts list Date Introduction Alerts Equipment needed Parts list Steps Conclusion

Title/Title Image Begins any good written document Often includes an image to show audiences the product discussed in the instructions or the problem the instructions solve Tells the audience what the instructions accomplish, and what problems it solves Should be clear and concise

Byline Acts as an on-going record Tells audiences who produced the document so they can contact the appropriate person or company should the instructions fail Can include information about the company responsible for the instructions, rather than the actual author’s name

Date Informs the audience of the currency of the instructions Keeps track of the relationships among different documents produced at different times

Introduction Tells audiences the aims of the instructions Tells what problem the instructions help them solve Should let readers know what will be accomplished Identifies the organizational structure Includes discussion of any terminology or special conventions used in the instruction manual May also include additional information about how audiences can use the instructions

Alerts Inform audiences about particular safety considerations such as Dangers Warnings Cautions Notes NOTE Dobrin / Keller / Weisser : Technical Communication in the Twenty-First Century. © 2008 Pearson Education. Upper Saddle River, NJ, 07458. All Rights Reserved.

Alerts Use visually distinct icons that attract attention and distinguish the different kinds of alerts Are not universal, but are generally standardized for a particular industry Alleviate problems by ensuring that readers and writers share common understandings Stand out from texts visually by using fonts, shapes, colors, and position

Equipment Needed Describes what is needed to follow instructions Should be listed prior to beginning the first step of the instructions Might also require how-to-use explanations Use a one-to-one corresponding list for tools and their images Should present images clearly and offer written lists with the images

Parts List Functions much like an equipment or tools list because it provides a detailed list of materials Includes all parts of the product the reader needs to complete the instructions Identifies what each part looks like and the name it is given so readers can easily identify it when needed Serves as a check list so the reader can confirm that all parts have been included

Steps Tell readers what to do and provide the correct sequence of tasks Should be numbered Should be performed as they are drafted Should begin each step with a verb Should avoid highly condensed language

Steps Should use positive (affirmative) commands Should include only one action per step Should group similar steps together Should visually separate steps Should clarify steps with visuals

Conclusion Offers troubleshooting advice Offers maintenance information Offers additional alerts

Quick Reference Card Is an abbreviated set of instructions that identify basic operations Draws from the larger set of instructions and provides the fundamental tasks Gives readers quick access to information about primary operation or function Should be written in clear concise steps and consider audience’s needs

Help Pages Are specialized technical instructions designed to assist people with computer applications Are usually files embedded in a particular program or on-line resources for users Allow users to search for a specific problem within the pages Offer readers step-by-step solutions to the problem

Help Pages Should be concise Should be clear Should be thorough Should be direct, but friendly Should provide examples Should provide links to other information

Usability Testing Lets writers determine which parts of the instructions are effective and ineffective, accurate and inaccurate Is a great method for solving problems associated with the instructions before readers run into them Should follow a heuristic or series of questions

Design Is determined by the needs the instructions fulfill Considers the problems they solve (their purpose) Examines the way the audience is likely to use them