A user-driven approach to better user manuals

To produce more effective user manuals, writers can be guided by the results of user polls. The information collected can come from response forms in the back of each manual, from surveys among selected user groups, and from personal communication with members of user groups. Such polls typically point out that most users want (1) manuals with fewer words, (2) instructions that are task-oriented, not software-descriptive, and (3) more explanation on how to use a software product. The apparent contradiction between the first and third findings implies that different classes of users require different information. By reorganizing both the content and the format of a manual a writer can come closer to satisfying the needs of different users. Each manual should contain a learning section and a retrieval section; chapters should be self-contained and exercises should abound.