How people use softcopy manuals: a case study

In an examination of how people use softcopy documentation, two usability assessments were conducted in which subjects carried out tasks using manuals presented through the IBM BookManager READ/DOS program. The assessments revealed broad individual differences, but some generalizations can nevertheless be made: the search function is often effective, but is not sufficient by itself; the take of contents is very important; the index is rarely used, possibly because it is not easily accessible; and paging is done frequently. The knowledge gained from these assessments translates into the following practical advice for writers of softcopy documentation: write modular information, do not underestimate the table of contents and the index, and provide users with information on the strategic use of the various access methods