-For Internal Use Only- Introduction My thoughts on how a company might address the issue of minimizing the total volume of content created while maximizing customer value. Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? 1 -For Internal Use Only-
Customer Satisfaction “Perfect” Document Imbalance Cost Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? “Perfect” Document Imbalance 2 -For Internal Use Only-
-For Internal Use Only- “Perfect” Document Imbalance Key Considerations… Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? – Disclaimer – Opinions in this presentation are not intended to be comprehensive in nature. 3 -For Internal Use Only-
-For Internal Use Only- “Perfect” Document Imbalance Key Considerations… What the User Knows Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? 4 -For Internal Use Only-
-For Internal Use Only- “Perfect” Document Imbalance Key Considerations… What the User Knows What the User Wants (needs) to Know Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? 5 -For Internal Use Only-
-For Internal Use Only- “Perfect” Document Imbalance Key Considerations… What the User Knows What the User Wants (needs) to Know Deadlines Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? 6 -For Internal Use Only-
-For Internal Use Only- “Perfect” Document Imbalance Key Considerations… What the User Knows What the User Wants (needs) to Know Deadlines Delivery Methods Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? 7 -For Internal Use Only-
-For Internal Use Only- What the User Knows 8 -For Internal Use Only-
-For Internal Use Only- What the User Knows …Affects Volume (the number of pages) Content (type of information) Function (effectiveness) Volume Content User Function -For Internal Use Only-
-For Internal Use Only- Volume …Affected by Verbiage Graphics Design Planning 10 -For Internal Use Only-
-For Internal Use Only- Contents …Affected by Design Writing Style Requests (requirement) of Design Departments Planning 11 -For Internal Use Only-
-For Internal Use Only- Function …Affected by Tone Nomenclature Ancillary Material Accuracy Planning Customer Satisfaction ADD Summation chart at end of file. Crisis management 12 -For Internal Use Only-
-For Internal Use Only- What the User Wants to Know Here are my thoughts… Provide no more info than necessary Provide no less info than necessary Avoid obscure terms Accuracy is Paramount Be Consistent with: nomenclature design presentation tone (reading level) 13 -For Internal Use Only-
-For Internal Use Only- Most Users Want to Know What the product does How to install it How to set it up How to use it How to observe safety requirements How to maintain the product Where to get help, support, or service 14 -For Internal Use Only-
-For Internal Use Only- Deadlines These are some that I consider to be the most important Production Schedule Lead Time Research Review Process Interviewing Product Development Schedule Planning, Planning, Planning… 15 -For Internal Use Only-
-For Internal Use Only- Delivery Methods PRINT WEB CD DVD ???? 16 -For Internal Use Only-
-For Internal Use Only- Conclusion “Perfect” Document Imbalance Key Considerations What the User Knows What the User Wants (needs) to Know Deadlines Delivery Methods (print, web, etc.) Notes: These are just some of the things I consider when developing technical literature. This in not a comprehensive list, obviously. For this presentation we will look at only a sub-set of considerations for Document Content (volume) versus Customer Value. We will not consider, for example. regulatory matters, warranties, or other boilerplate text that are mandatory in nature and must adhere to strict standards. These examples leave very little room for design consideration. Does the customer have to think about what he or she just read? If so, then the reading level or your presentation is weak. Why should I Care? These are core disciplines Who is it written for? What purpose does it serve? When Where should it be placed? (Manuel Order) Why should or shouldn’t it be in the manual? How do I know it’s relevant? 17 -For Internal Use Only-