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GUIDANCE PLUS

“Then anyone who leaves behind him a written manual, and likewise anyone who receives it, in the belief that such writing will be clear and certain, must be exceedingly simple-minded.”

— Plato

While preparing a user guide, certain vital aspects have to be kept in mind:

* The type of users

* Their level of understanding of technical content

* Their need to use the equipment

* What they should know

* What they need not necessarily know

* The medium — whether online or hard copy.

If the manual is to be used only by people with a technical background, the descriptions may not have to be very diluted. Instruction manuals to be read by technicians will be different from those to be read by others.

Some may argue that users do not read anything, leave alone user manuals. So it is up to the manufacturers to make their products usable without instructions from manuals. This is a cynical view, or, at best, a pious platitude, not to be taken seriously. It is beyond the skills of any human being to make complicated products that can be operated by anyone without the benefit of appropriate instruction. Technical writing service is, therefore, an inescapable component of any engineering or technology equipment or system.

Small organisations which cannot afford the luxury of outsourcing services for preparing user guides should have production, marketing or other professionals who can do the job well. The perception that writing user guides is easy is deceptive; it needs skills. Gathering information, selecting the key points, organising them logically, writing with clarity, making boxes, choosing graphics and deciding the best format are functions that demand skills.

You cannot start writing a user guide just by putting your pen to paper or by tapping the computer keys. A lot of initial work has to be done by way of preparation, keeping in mind the various points indicated above. Perhaps, the contents will first come to your mind. A plan for writing and presentation can be developed only by studying the type of readers targeted. You may have to consult those in the production and marketing departments of the organisation, for garnering the details to be covered, the type of audience and the possible styles of presentation. You may have to get the help of graphics artists, illustrators and photographers. Whatever may be your opinion of the first draft, you will have to edit and re-edit it for improvement. Never underestimate the knowledge level of the user. Do not neglect spelling and grammar. If your carelessness and mediocre language skill make a poor impression in the user’s mind, you spoil the reputation of your organisation. The user may not trust your word. The objective of your guide will thereby be lost.

Once you know that you have to prepare a document, you have to decide the contents and best structure to meet the specific purpose. First write down the points to be included in the document as they come to your mind. You need not bother to write them in full sentences; nor should you worry about the order or sequence at this stage. However, this set of points, jotted down as key words in a random order, forms the contents of the document. These points may then be grouped and then arranged in the logical sequence. When the outline is known, you can plan the presentation style. Break down the volume of information available into convenient units with suitable labels (topic headings) and design appropriate links. This is the stage when you can start writing the draft document.

A document to be presented on paper may not be in the best form for an online presentation.

Each has its own most favourable style. Follow this. If the same content has to appear on paper and online, it will have to be finished separately in the appropriate formats. Similarly, if you prepare a manual on the same subject to be read both by those in the technical stream concerned and also by those without any technical background, the drafts have to be different.

The gifts of computerised content management systems may be gainfully utilised, including interactive use by a number of users on the Internet.

The format in any case should permit updating the information without too much of effort. Proofreading and editing have to be without blemish.

An error committed by many writers and speakers is keeping the readers and listeners in the dark, without stating their objective, in the beginning. Ron Blicq, an authority on technical communication, once suggested a method for opening. Start the document by writing “I want to tell you that ... ,” finish that sentence, and then delete the phrase “I want to tell you that ...” This will convey the key message through the opening sentence. As you open a new section, indicate a brief summary of the previous section, so as to provide a smooth link thereby ensuring continuity in the mind of the reader.

Never give too much of information in one go. That may dissuade the user from further reading. Provide the information bit by bit. Wherever possible, give diagrams to illustrate the points. The diagrams should permit easy integration with the text.

Ensure that the following are there in the user guide :

* Telling title

* Effective introduction

* Lucid descriptions and discussions on vital points

* Logical development

* Accuracy of the statements

* Right style of technical writing

* Freedom from grammatical errors

* Suitability for the target audience

* Hazard alerts

* Adequate illustrations

* Pleasing design and layout

* FAQ to pre-empt queries

* Details of warranty

Guidanceplus archives: http://www.hindu.com/thehindu/nic/0051

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