Writing Effective User Guides

Answering the Users Question Cognizant Aug 10

2006, Cognizant Technology Solutions. All Rights Reserved. The information contained herein is subject to change without notice.

Scaling Up of Technical Writing

Full fledged revenue earning division Work on direct / indirect projects User Guides and Help documentation Client side writers involved in Project SDLC documents

2006, Cognizant Technology Solutions.

Confidential

The User in Mind

A chart for elementary school children

Chronologically draw up list from continent to village give name alongside

2006, Cognizant Technology Solutions.

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Creating Passionate Users

Language matters Persistent manner Capture user stories First person experience Speak for real users Dont give up

2006, Cognizant Technology Solutions.

Confidential

Language Matters
Present information, the way users process information. Provide answers to complex problems. Understand users vocabulary, what does user look up for? Right information, right place, right format, right time.

2006, Cognizant Technology Solutions.

Confidential

Be Persistent
Get the user kick started. Ask the right questions? Force the SME to think you will ask. More questions, more people, more to write.

2006, Cognizant Technology Solutions.

Confidential

Users Stories
Understand the complexity in execution. Avoid task-orientation. User works top-down problem solving method. Become information-engineers. Technical writer is the users designated representative.

2006, Cognizant Technology Solutions.

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User-centric Approach

2006, Cognizant Technology Solutions.

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First Person Experience

Challenge user-unfriendly assumptions. Adopt confused annoyed look. User-friendly means compelling benefits to business. Users feedback on problem encountered. Address limitations and common mistakes.

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Participation of Writers
Involved from Design Phase Plan content and outline Prototype development Prototype signed off

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Speak for Real Users

Relate to real time. Profile -> user name. Complex tasks involve users questions. User friendly terminology and procedures for multiple menu options. Allow overlapping information. Right concept for right task.

2006, Cognizant Technology Solutions.

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Presenting the Information

Usable documentation is the key. Focus on accomplishing the task. Combine content with interface layout. Differentiate what to point and click or what to put in blanks.
Menu items in bold for speed reading Text to be entered in italics Code samples in font type Courier

Get maximum out of system, elated user.

2006, Cognizant Technology Solutions.

Confidential

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The Key Differentiator

Technical Writer , What can be done with the product? Programmers, What product does? Documenting the product manual properly could become a SWOT exercise eventually. Complement user guides with list of spelling mistakes in user interface
One client had developed an ERP application. It had an end-of-day batch processing function. If the batch processing is initiated and you hit Esc key, the software would show a confirmation box Do you want to cancel batch processing? And guess what the buttons are OK and Cancel.

Form is too long, make menus intuitive suggest appropriately.

2006, Cognizant Technology Solutions.

Confidential

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Writing for varied users

Target audience is varied. Break down the user guide into pack of manuals. Level of User : Application knowledge. Access to sections based on level of user.

2006, Cognizant Technology Solutions.

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Determine Important Factors

Document size Production level Complexity Format Template requirements Graphics Delivery channel Review cycle

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Useful Pointers
Adhere to our- style guide. Project leaders and subject matter experts. Approved templates and prototype signed off. Creative thinking and accurate writing. Copy -> paste culture and SMS lingo. Initial effort, commence with blank paper.

2006, Cognizant Technology Solutions.

Confidential

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Review Cycle
Read, revisit, rethink and rewrite. Visualize the annoyed user. Peer review. Technical review by developer /author. Customer feedback. Products change rapidly.

2006, Cognizant Technology Solutions.

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Customer Support
User manual to enhance user productivity. Reduce customer support time, costs, and effort. A good document serves as training material for a new user and a support document for returning users. Conforming to the aforementioned guidelines ensures better information access and usability, reduced support time and improved customer satisfaction.

2006, Cognizant Technology Solutions.

Confidential

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Dont Give Up
Change the culture, one small group at a time. Put pictures of real users. Blog your experiences. Capture user experiences on video. Allow users to talk about himself.

2006, Cognizant Technology Solutions.

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Elementary School Chart

Continent Country State District Constituency Taluk Village Asia India Uttar Pradesh Hardoi Sandila Lalpur Lalpur

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Credits

The key for effective documentationanswering the users real question Michael Albers

2006, Cognizant Technology Solutions.

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Unlock your thoughts!

Thank you

2006, Cognizant Technology Solutions.

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