All Flashcards
Why may a user require User Documentation?
In order to learn new software applications
True/False…
An application is less likely to gain mainstream use with poorly written User Documentation
True
No matter how fully featured or compatible, with poorly written User Documentation, an application will be less likely to gain mainstream use.
What is one of the most important things to consider when writing User Documentation?
The target audience to ensure that the User Documentation is written at an appropriate language and technical level.
What are the four audiences of User Documentation?
Novice - No prior exposure
Intermediate - Basic training and exposure
Expert/Advanced - Highly Capable
Transfer - Expert level (out of date or different application)
Outline a novice user.
No prior exposure to an application.
Outline an Intermediate user.
Someone who has basic training and exposure to an application
Outline an expert/advanced user.
Someone who is highly capable in using a software application
Outline a Transfer user.
A user who is at an intermediate or expert level however is using (or accustomed to) an out-of-date or different application.
What is the purpose of industry standards when creating user documentation?
Industry standards provide guidelines on how to construct documentation.
What are the tree types of standards?
Industry Standards
Organisational Standards
Project Standards
What are the requirements of User Documentation for a novice user?
A novice user will require information about the software as well as an explanation on the basic terms and knowledge related.
What are the requirements of User Documentation for an Intermediate user?
An intermediate user requires documentation that illustrates how to use the application more efficiently or may introduce some of the more advanced features.
What are the requirements of User Documentation for an expert user?
An expert users’s need for a detailed user manual is limited; they may only require short guides or prompts on how to complete certain tasks.
What are the requirements of User Documentation for a transfer user?
Transfer users require information about the new application and how it differs form the previous software.
If user documentation is being exported electronically what is the best type of file format to use and provide an example?
It is best to export the document to a platform independent file format, such as Portable Document Format (.PDF)
What are the features of the PDF file format?
PDF has applications, operating system, and hardware independence
PDF files are by default non-editable in viewer applications
PDF files are also faster to open due to it not catering for editing requirements
Outline the process of converting paper-based manuals to electronic versions
Scan the document into the computer using Optical Character Recognition (OCR) software that makes required alterations and then exports the documents as a PDF.
Alternatively can be re-written using HTML and distributed as a web page.
What are the two places that documentation can be distributed on/with?
Internet & Intranet (Depends on the requirements of the client and their business)
Outline when and why documentation may be distributed on the internet.
Distributing user documentation on the internet allows access to anyone wishing to use the manual.
Outline the use of the intranet for distributing documentation.
User Documentation may be distributed on the intranet if it is for a work-place specific application.
What are the advantages of using the internet to distribute documentation?
The internet is a very affective way for a business to reach their client.
What are the advantages of using the intranet to distribute user documentation?
Only accessible from within the organisation (helps keep secure)
Prevents sensitive business practices from being leaked
Easy to access documents (convenient)
The four main types of user documentation include:
Online help, training manuals, user manuals, and procedure manuals
Outline Online Help Documentation.
Online help files are electronic documentation files, created with HTML and works similarly to a web browser. Comes packaged with applications.
How is Online help documentation usually stored?
Online help documentation is regularly stored as a single file called a Compiled HTML file, using the extension .chm
Outline training manuals documentation
A type of user documentation that focuses on how to complete a range of tasks with a piece of software rather than trying to show all its features.
Outline User Manuals.
More fully featured manuals that include all features of an application, however they may not go into the same depth for specific tasks when compared to a training manual.
Outline Procedure Manuals
A manual that often provides detailed, step by step instructions on how to complete a particular task. May include images to provide further guidance. Usually cover a narrow range of topics but go into great depth.
Outline Industry Standards
Standards set by organisations such as the international standards organisation (ISO) or Standards Australia (AS)
These are standards that apply internationally (ISO) or Australia Wide (AS) for entire industries.
Outline Organistational Standards
Standards created by a workplace outlining how their documentation should be designed. May include aspects such as logos and formatting. Apply across an entire organisation and help to maintain consistency across multiple pieces of documentation a company provides.
Outline Project Standards
Standards related to a single project. Standards created for the user documentation of a particular project in an organisation.
Who may benefit most from paper based documentation such as user manuals, booklets, flowcharts, and quick reference guides?
Novice and Intermediate users
What are two benefits of using paper based user documentation?
The user does not require a device, power or internet
The documentation is easy to access and can be easily annotated
Who may benefit most from electronic user documentation such as Online guides, Video tutorials, forums, and presentations?
Intermediate, Expert, and Transfer
Outline the benefits of using electronic user documentation.
Easier to navigate Always available (assuming internet and power) Less susceptible to damage Can be adjusted Can be stored Can be easily updated/edited Can be accessed on multiple devices Videos and other media can be used to support the user.
Outline the disadvantages of using paper based user documentation.
Easily destroyed
More time consuming/expensive
Not environmentally friendly
Cannot be easily updated/changed
Outline the disadvantages of using electronic user documentation.
Can be shared/copied/edited without permission
Need a device
May need large file size with bandwidth
What are the two types of guidelines for the creation of user documentation?
Style Guides, Templates
What is the use of a Style Guide?
To provide information about the formatting of documentation.
What are some things a Style Guide may provide information on?
Font Headings Text size Letter spacing Indentation Line spacing Justification Paragraph spacing Italics/Bold/Underline Page Margins Dot points/lists Industry Abbreviations
What is a Template?
A one-page document indicating where text objects will be placed on a page. It is based on the design elements specified in the Style Guide.
What does effective User Documentation make use of?
Correct punctuation Use of correct spelling and grammar Writing concisely An active voice Positive Statements
What is an Active voice?
Where the subject of the sentence is performing an action. Makes it stronger and more concise.
What are Positive Statements?
Where rather than telling the user what not to do, it is better to tell them what to do
Why are Policies and Procedures required when creating user documentation?
In order to ensure the design and development process runs smoothly.
What policies and procedures are included when creating user documentation?
Cataloguing Sign-off Storage Distribution Revision
What is cataloguing?
How will the document be organised? (eg chapters, sections, etc)
What does Sign-off refer to?
Who will be given the authority at various stages to sign off each stage of the documentation?
What does Storage outline?
How the documentation will be named, stored, and backed up.
What does Distribution outline?
How the documentation will be distributed during production to ensure security and how after being complete
What does Revision outline?
How and when the documentation will be revised, and who by?
What is Version Control?
How updates/changes to documentation are managed
What is best practice when creating user documentation (Version control)
Include the version of the document in the footnote and file name of the documentation.
True/False
Numbers should always be used rather than letters
True, as there may be more than 26 versions
What are the four steps when producing user documentation?
Gather information
Create the documentation
Have the document reviewed
Obtain approval and sign-off
Outline the first step of producing user documentation
Gather information Think about aspect such as: -The process -Who is responsible for creating the documentation -Who will approve the final version -Who is the target audience -How will it be distributed -What sources of information will be used
Outline the second step of producing user documentation.
Create user documentation
- Draft versions
- Version control
Outline the third step of producing user documentation
Review User Documentation
- Check accuracy of instructions/text/screenshots
- Give/receive feedback
Outline the fourth step of producing user documentation.
Obtain Approval and Sign-off
Once a final document is produced, the person nominated for sign-off needs to approve the final version
