1. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 1 Chapter 22 Instructions and Procedures Technical Communication, 11 th Edition John M. Lannon

2. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 2 Purpose of Instructional Documents Why am I doing this? How do I do it? What materials and equipment will I need? Where do I begin? What do I do next? What could go wrong?

3. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 3 Formats for Instructional Documents  Instructional brochures  Manuals  Brief reference cards  Hyperlinked instructions  Online documentation

4. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 4 Faulty Instructions  Failure to instruct users in the proper use of a product  Failure to warn against hazards from proper use of a product  Failure to warn against the possible misuses of a product  Failure to explain a product’s benefits and risks in accessible language  Failure to convey the extent of risk with forceful language  Failure to display warnings prominently

5. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 5 Elements of Usable Instructions  Clear and limiting title  Gives an immediate forecast  Informed content  Know the procedure  Visuals  Illustrate any step that might be hard for users to visualize  Parallel the user’s angle of vision  Avoid illustrating any simple action

6. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 6 Elements of Usable Instructions  Appropriate level of detail and technicality  Provide background  Provide adequate detail  Provide Examples  Include Troubleshooting Advice  Logically ordered steps  Arranged in chronological order, with precautions inserted for specific steps

7. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 7 Elements of Usable Instructions  Notes and hazard notices  Alert users to special considerations and hazards  Readability  Use direct address, active voice, and imperative mood  Use short logically shaped sentences  Use parallel phrasing  Phrase instructions affirmatively  Use transitions to mark time and sequence  Effective design  Clear and open design that draws attention to important details

8. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 8 An Outline for Instructions  Introduction  Definitions, purposes, warnings  Required Steps  Each step with definitions, materials, and sub-steps  Conclusion  Review and troubleshooting advice

9. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 9 Online Documentation  Error Messages and troubleshooting advice  Reference guides to additional information or instructions interactive exercises with immediate feedback  Help and review options to accommodate different learning styles  Link to software manufacturer’s web site  Tutorial lessons that include

10. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 10 Testing the Usability of Your Document  Companies use usability testing to eliminate flaws in the documents.  Can users easily locate the information they need?  Can users understand the information immediately?  Can users use the information successfully?

11. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 11 The Two Levels of Usability Testing Alpha Testing By the product designers or document authors Beta Testing By the users of the product

12. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 12 How Usability Testing is Done at the Beta Level Qualitative Testing Use focus groups Use protocol analysis Quantitative Testing Yields numerical data but is more complicated and time-consuming

13. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 13 Procedures Procedures perform rules and guidance for people who know how to perform the task but are required to follow accepted practice.  Everyone must do something exactly the same way  Used to standardized tasks

14. © 2008 Pearson Education, Inc., publishing as Longman Publishers. 14 Any Questions? For additional help reviewing this chapter, please visit the Companion Website for your text at http://www.ablongman.com/lannon.