Effective Userguide

8/13/2019 Effective Userguide

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

Answering the Users QuestionCognizant Aug 10

Writing Effective

User Guides


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2 2006, Cognizant Technology Solutions. Confidential

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 ProjectSDLC documents


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The User in Mind

A chart for elementary school children

Chronologically draw up list fromcontinent to village give namealongside


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Creating Passionate Users

Language matters Persistent manner

Capture user stories

First person experience Speak for real users

Dont give up


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Language Matters

Present information, the way usersprocess information.

Provide answers to complex problems.

Understand users vocabulary, whatdoes user look up for?

Right information, right place, rightformat, right time.


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Be Persistent

Get the user kick started. Ask the right questions?

Force the SME to think you will ask.

More questions, more people, more towrite.


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Users Stories

Understand the complexity inexecution.

Avoid task-orientation.

User works top-down problem solvingmethod.

Become information-engineers.

Technical writer is the users designated

representative.



User-centric Approach



First Person Experience

Challenge user-unfriendly assumptions. Adopt confused annoyed look.

User-friendly means compelling benefitsto business.

Users feedback on problemencountered.

Address limitations and common

mistakes.



Participation of Writers

Involved from Design Phase

Prototype development

Plan content and outline

Prototype signed off



Speak for Real Users

Relate to real time. Profile -> username.

Complex tasks involve users questions.

User friendly terminology andprocedures for multiple menu options.

Allow overlapping information.

Right concept for right task.


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2006, Cognizant Technology Solutions. Confidential

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.


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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 couldbecome 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 batchprocessing is initiated and you hit Esc key, the softwarewould show a confirmation box Do you want to cancelbatch processing? And guess what the buttons are OK

and Cancel. Form is too long, make menus intuitive suggest

appropriately.


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Determine Important Factors

Document size Production level

Complexity

Format

Templaterequirements

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 blankpaper.


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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.


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Customer Support

User manual to enhance user productivity.

Reduce customer support time, costs, andeffort.

A good document serves as training materialfor a new user and a support document forreturning users.

Conforming to the aforementioned guidelinesensures better information access andusability, reduced support time and improvedcustomer satisfaction.


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Dont Give Up

Change the culture, one small group ata time.

Put pictures of real users.

Blog your experiences.

Capture user experiences on video.

Allow users to talk about himself.


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Elementary School Chart

Continent Asia

Country India

State Uttar Pradesh

District Hardoi

Constituency Sandila

Taluk Lalpur

Village Lalpur


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Credits

The key for effective documentation-answering the users real question Michael

Albers


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Thank you

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