2. INTRODUCTION TO USER DOCUMENTATION Function and purpose Production specifications Evaluate the effectiveness

3. Why do you need User Documentation? For training to use the software For learning advanced features To understand the computer system As a reference To guide in completing a task (Wizards)

4. Role of User Documentation Informs potential users of the capabilities, functions and requirements of a product Trains users by taking them through the steps of a common task Provides vital reference facility to enable the user to perform detailed tasks

5. Specifications for producing the purpose and the audience the medium, contents etc dimensions and layout navigation and features format (Colour, font size, type etc)

6. Purpose of the documentation Clearly stated purpose Examples: To enable novices to assemble a computer system To enable a network administrator to monitor a network To support Help Desk operator using custom database

7. Determine Types of Users Novice (never used before) Intermediate (some experience) Expert (very frequent users) Casual (irregular users) Parrot (few simple transactions in the same way each time) Transfer (used earlier types before)

8. Determine User Needs Users’ tasks, work styles and practices Level of experience Reading skills Cultural factors Learning styles eg: experiential, global or sequential learners

9. Cater for diverse audiences Provide a range of documents covering different user styles and knowledge levels Pay attention to user diversity and characteristics of the audience Use appropriate language Colour and layout Clearly specify the documentation required

10. Determine medium & contents Type – tutorial, reference, troubleshooting Medium – paper, online, video Standards & styles for graphics & text Typographic standards - templates Writing style & tone - language Topics

11. Main mediums of User Documentation Paper, manual or book (Hardcopy) On-line documentation Video documentation

12. When to use Paper Documentation The documentation is used away from the computer The material is not enhanced by sound or animation The information is stable and not likely to change Complex with highly cross-referenced material The information is not urgent

13. On-line Documentation Integrated sound, text, graphics and animation A flexible variety of access methods Interactive Regular updates and distribution Cheapest storage e.g. CD-ROM Readily accessible Hints, tips, shortcuts etc.

14. Video Documentation Human presenter and animated illustrations Medium is cheap and easy to distribute Communicate with a group or individual Provides dramatic and effective impact Useful for training and promotion but not for reference due to its sequential access nature High level of learner retention

15. Consider standards & styles Typeface Type size Uppercase v Title Case Justification Letter spacing Use of templates for organisation standards

16. Writing style Use of active voice – “Check the data for errors, then press the enter key” is preferred to “After the data is typed, it should be checked for error then the enter key is pressed” Use bold carefully to emphasise key points and bullets for a series of points Consistent use of terminology

17. Purpose The purpose of the manual is to Provide guidance to users entering orders into the system Assist in the monitoring and control of orders The overall intention is to provide users with a good understanding of the way in which they use the system and how their actions may impact the other users of the system. Example – on line ordering system

18. Audience The manual will be used by Order entry clerks Order entry supervisors It will be pitched at users with a basic understanding of the principles of their job, but with little or no experience of using computer to assist in the task. An Example – on line ordering system

19. Medium & Contents Chapter 1Introduction Chapter 2Overview Chapter 3Entering orders for credit sales Chapter 4 Entering orders for cash sales Chapter 5Changing order details Chapter 6Printing order details Chapter 7Maintaining customer records Chapter 8Making inquires Glossary Index Content organisation – on line ordering system

20. EVALUATE EFFECTIVENESS Documentation must match the user needs be of high quality Documentation of poor quality or not appropriate for the intended user can result in loss of productivity affect user acceptance

21. Evaluation criteria common to all three media Purpose - clearly stated Audience - identified Content - suitable for the purpose Format - suitable for the purpose Organisation - easy to access and understand Language - must be clear and easy to understand Use of graphics - clear, relevant & integrated Summaries - Review sections of the documentation