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How much time do you spend on end-user documentation? Is documentation an integral part of the development process or an afterthought tacked on at the end of production? And be honest. Do you have more tips for documentation building?
Your comment hit home. It SHOULDN'T be an afterthought, but too often is. I sit more on the user training and support side in IT. I'm supposed to be the reality check for the app developers, but... 
A long time ago, after creating a new process in accounts payable my boss wanted me to implement it across the Western Region.
Task: Create a user manual which even he can use it. (A smart guy who always claimed to have a simple mind.
Solution: I created every step in the process along with pictures. After having tediously created the manual. Put myself in the "Simple Mind mode" and tested it before turning over to my boss. Eh Voila! Came through with flying colors.
I have used this picture assisted principle in most of my documentation since Y2K. The users can relate and get upto speed a lot faster.
Next Steps: Implemented the new process training across the Western Region offices.
Task: Create a user manual which even he can use it. (A smart guy who always claimed to have a simple mind.
Solution: I created every step in the process along with pictures. After having tediously created the manual. Put myself in the "Simple Mind mode" and tested it before turning over to my boss. Eh Voila! Came through with flying colors.
I have used this picture assisted principle in most of my documentation since Y2K. The users can relate and get upto speed a lot faster.
Next Steps: Implemented the new process training across the Western Region offices.
One of the things that makes it hard for readers is where an
expert in the software skips a step, or leaves it ambiguous
(perhaps forgetting other people may not make that leap).
It's rather like giving street directions to a person who has never
visited a location - once someone has made the trip, they need
only prompts. But the first time, the instructions need to be very
explicit, leave no room for misinterpretation, and include every
cognitive and action step.
The other thing that really makes it hard for a new user (and
camera user-manuals are notorously bad at this) is to assume
that the user has read and memorized every preceding chapter.
In reality, camera (and other technology) users tend to jump in
at the place that meets their immediate task requirement.
I know it saves space in the user manual, but if users then have
to flip back and forth between several chapter to assemble a
logical and complete instruction, it drives them nuts.
There should be allowance for redundancy in the information
provided. Include the same information in several instructional
flows if required. Imaging that the user is reading that particular
step in total isolation of the other steps (which is close to how
many users do anyway).
And it is better to organize the information in priority of most
frequently used functions that allow the user to gain a grasp of
the interface structure and get going.
There is a real art in taking a person through a process for the
first time.
expert in the software skips a step, or leaves it ambiguous
(perhaps forgetting other people may not make that leap).
It's rather like giving street directions to a person who has never
visited a location - once someone has made the trip, they need
only prompts. But the first time, the instructions need to be very
explicit, leave no room for misinterpretation, and include every
cognitive and action step.
The other thing that really makes it hard for a new user (and
camera user-manuals are notorously bad at this) is to assume
that the user has read and memorized every preceding chapter.
In reality, camera (and other technology) users tend to jump in
at the place that meets their immediate task requirement.
I know it saves space in the user manual, but if users then have
to flip back and forth between several chapter to assemble a
logical and complete instruction, it drives them nuts.
There should be allowance for redundancy in the information
provided. Include the same information in several instructional
flows if required. Imaging that the user is reading that particular
step in total isolation of the other steps (which is close to how
many users do anyway).
And it is better to organize the information in priority of most
frequently used functions that allow the user to gain a grasp of
the interface structure and get going.
There is a real art in taking a person through a process for the
first time.
This also why there should always be TWO manuals, a Reference Manual that has all of the details with a very good index and a User Guide directed at typical functionality.
Kinda like having a Thomas Guide or Rand McNally (or Florida
equivalent) with ALL the roadmaps, in your car, along with the
specific driving directions your friend just gave you to his/her new
apartment, with a few visual landmarks at more ambiguous
intersections.
The latter you may use only once, but it makes that first journey
soo much easier (as long as your friend is good at giving
directions) - ahh, therein lies the art!
equivalent) with ALL the roadmaps, in your car, along with the
specific driving directions your friend just gave you to his/her new
apartment, with a few visual landmarks at more ambiguous
intersections.
The latter you may use only once, but it makes that first journey
soo much easier (as long as your friend is good at giving
directions) - ahh, therein lies the art!
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