Documentation Usability

Users define Usability• We call them users for a reason; not readers – they like

to use things – not read.• Research shows users are more likely to use help when

it’s integrated into the user interface rather than delivered as a separate system.

Confidential2

• They don’t like to stop their work to turn to a separate system for learning.

It makes them feel unproductive. • For example, they might say “That

report is due in an hour so I better figure out how to generate it in the right format with the right fields.

There’s no time to consult the help manual.”

Users define Usability

Confidential3

While users are searching through the help, keep in mind your user is:

FrustratedImpatient

Possibly Angryand the tension is building with each

unsuccessful click

The users are not sipping lemonade on a beach, casually browsing the help while gazing out at the sea.

Writing for Users• As we write for users in this state of mind, we have to

remember the hurry. • Avoid long chunks of text. Avoid long topics. • Break up long chunks of text with subheadings. • Give answers to problems, not long descriptions of menu bars.• Consider making FAQs the default landing page or Make your

start page show the top ten problems users encounter. • Link up related concepts and tasks. • Many users use Search as an entry door to documentation.• So make your topics findable in searches (indexes/glossary)

Confidential4

Writing for Users• Links phrased as questions get more results than help

buttons or information icons, which users have learned to ignore. For e.g. Add a short link that says “Where is my transaction history?”

• 1-page quick reference guides provide the best kind of starting documentation that users want and read. It communicates simplicity.

• On line help should also be printable by users• Finally, when you read through your help, read it with

the same angry frenzy that your readers are in, and see how carefully you move through each sentence.

Confidential5

Conclusion• User-friendly documentation cannot improve an

unfriendly application.• A difficult procedure, explained well, is still difficult. • Bad documentation makes procedures harder to follow.

Confidential6

Writer

PurposeAudience

References• http://www.stcsig.org/usability/resources/toolkit/toolkit.html• http://www.wqusability.com/articles/more-than-ease-of-

use.html

Confidential7