What is Different?What is Different?
Technical Communication for the WebTechnical Communication for the Web
P.V. SairajAsst ManagerCognizant Technology Solutions
To:
assess the requirements of users in the Web
environment
understand what we must deliver to meet user
expectations
Objective
Factors of influence on Technical Communication
Other factors to consider
The Web: A New Challenge
Technical Communication for the Web
In This Presentation…
User Requirements
- User profile: Novice/intermediary/expert
- Approach: Screen-based, Task-based, User-centered?
- What do users need to know?
Technology
- Hardware
- Software/Tools
Existing Standards
- International documentation
- Client’s standards and guidelines
Factors of Influence
User Requirements
Users are new to concept of computers
Documentation explains computers—
thus screen-based
Users are new to concept of computers
Documentation explains computers—
thus screen-based
Users understand that computers help
perform tasks
Documentation explains tasks— thus
task-based
Users understand that computers help
perform tasks
Documentation explains tasks— thus
task-based
Users understand that that entire
software does not apply to them
Documentation becomes user-
centered and task- based
Users understand that that entire
software does not apply to them
Documentation becomes user-
centered and task- based
Users understand software that is
intuitively designed. Need only quick reference help
Documentation becomes “content word” oriented and
enables quick find of content
Users understand software that is
intuitively designed. Need only quick reference help
Documentation becomes “content word” oriented and
enables quick find of content
PastPast PresentPresent PresentPresent Future?Future?
Growth of Technical Communication
Technology
HardwareHardwareHardwareHardware
SoftwareSoftwareSoftwareSoftware
X486,MB
- Text oriented- Limited use of
images- Specialized
PentiumsGBs
- Quality with PCs- Image intensive- Non-specialized- Speed- Cost still issue
BandwidthFTPs
Low-costprinters
- Quality with PCs- Image intensive- Color oriented- Global printing- Online Books
EarlyTools
- Text oriented- Linear- More effort
UserManuals
- Improved design- Improved
features - Image intensive- User-friendly
OnlineHelp
- General book-like Help
- Dialog box Help- Field help- Frame-based
Help- Pointer Help??
Standards
Chicago Manual of Style
Chicago Manual of Style
- General writing styles
- Not necessarily applicable to software documentation
- General writing styles
- Not necessarily applicable to software documentation
Industry-specific style guides; Organization
standards
Industry-specific style guides; Organization
standards
- Industry specific
- Good guideline
- Helps standardization across organization
- Not necessarily client-specific
- Industry specific
- Good guideline
- Helps standardization across organization
- Not necessarily client-specific
User-specific or context-specific style
guides???
User-specific or context-specific style
guides???
- Follow basic style guide
- Customize style guide to meet requirements of users
- Adapt client’s style guide if necessary
- Follow basic style guide
- Customize style guide to meet requirements of users
- Adapt client’s style guide if necessary
User Familiarity
- With application environment (Windows)
- With documentation style
- With application
- With subject
User Conditioning and Behavior
- To elements of application
- To documentation pattern
User Experience and Expectation
- On navigation
- On information
Other Factors of Influence
Earlier
- From the File menu, select the Save As option.
- Click the Ok button.
Example – User Familiarity
When Familiar
- Select File > Save As.
- Click Ok.
Users understand that menu, option and button are implied in the
documentation.
Online Help
- User action involves “click and
read”
- View complete content and
understand application
- If help is required for specific topic,
use Index
Example – User Conditioning
Microsoft’s Assistant
- Requires user to think, enter,
read and click (more action,
no choice)
- Cannot view all content
- Often distracts with animation
Progressive and incremental change
Online Help
- General Help
- Context-sensitive dialog box Help
- Content-sensitive field Help
- General Frame-based Help
Example – User Conditioning
User’s Manual
- Text-based
- Text and screen shots
- Callout procedures on
screenshot
How convenient and easy is it to reach information?
Does the documentation provide expected content?
Are chapters, index entries, etc. intuitively named?
Is the documentation easy to scan or read?
Example – User Expectation
The Web: A New Challenge
The Web
Huge online resource of information and tools
Users can learn, perform tasks, communicate…
Technical Writing
Perception that no Help support is required
Help required for online tools
Help required for browser-based applications
What is the Web and how does Technical Writing apply to it?
The Web: A New Challenge
Anybody could be a user
- Child looking for Nursery Rhymes
- Senior citizen trading online
- Layman e-mailing distant kin
Users conditioned to Web environment, but not
necessarily to a Help system
Expectation: Context-sensitive Help
Behavior: Low patience, Quick access to information
User Profile
Differences
Predictable and organized: menu, buttons, tabs, and fields
Contained within your screen
Non predictable: no menu, random buttons, text and image links
No standards: can scroll vertically or horizontally
Software/ApplicationsSoftware/Applications WebWeb
Navigation
Space
Version controlled. Regularized. Static
Standardized, mature, progressive
Dynamic. Sometimes User-defined. Cannot be regularized
Non-existent. Evolving
Content/Features
Documentation Specs
Back-seater. Plain
Mature. Meets expectations
Significant. Creative. Anything possible
Evolving. Insufficient
Aesthetics
Technology
The Web: A New Challenge
Online reading is difficult
Users scan content
Reading is non-linear
Avoid Fluff
Users hate to scroll
Users hate to wait for content
Users’ Response to Content
Key Web Words
The User’s experience when browsing through a site: first impression, visual impact, navigation, frustration, irritation, etc.
How many clicks does it take for a user to reach content?
How is your screen space (Prime Property) used? Does the user have to scroll? Is the scroll meaningful?
How quickly does your page load?
User Experience
Clicks Away
Real Estate
Load Time
Technical Writing for the Web
Information design
Content display
Naming convention
Context-sensitive Help
Design
Special features
Technical Writing for the Web
Ideal documentation is when it matches the structure of
the application
Information must drill-down from Global to Specific topics
Users should quickly identify the subject of interest and access
the information
Users should reach the required information with minimal effort
Information Design
Technical Writing for the Web
Information Design
Technical Writing for the WebInformation Design
Technical Writing for the Web
Objective is to use screen space to the maximum
Users must also instantly reach the navigation bar
(Contents, Search)
Navigation effort must be minimal
Displayed content must meet the expectations of users
Content Display
Technical Writing for the Web
Content Display: Solutions
Have a drop-down selection option for chapters
Display content in first screen
Retain structure for context-sensitive Help, but display
information on current screen
Current Status
Retains conventional Help system structure and look
Help tools do not aid innovative structures
Content management tools such as Vignette Story Server
help context-sensitive display
Technical Writing for the Web
Content Display: Example
Technical Writing for the Web
Content Display: Example
Technical Writing for the Web
Naming Conventions
Users scan for information,
catching content words
Chapters and headings should
be brief and clear
Names should indicate content
contained
Technical Writing for the Web
Naming Conventions: Examples
Documents
- Create
- Open
- Save and Close
- Preview document and properties
Technical Writing for the Web
Context-Sensitive Help
Users require information on the task they are on
- Screens
- Fields
Information should help users understand current task and
perform it
Why not have “point and read” help, rather than “click and
read”
Why not view other Help topics from Screen-level context
sensitive Help
Technical Writing for the Web
Design
It is a myth that design does not matter in the web context.
Both Design and Content matter
When care is taken to carry a design through a site, why is it
not applied to documentation?
Help need not be formal. It could keep to the mood and
intention of the site — formal, informal, light, sporty
Technical Writing for the Web
Features
Research shows that most users use the Search feature to
quickly reach content
Other effective tools for quick access of content are quick
find, customized quick find, and user-defined home pages
When the web has become integral with these components,
why isn’t online documentation including them?
Position them as they are in web sites — prominently
Technical Writing for the WebFeatures: Example
Documents
- Create- Open- Save and Close- Preview document and properties
Go
Technical Writing for the Web
Summary
Technical Communication is influenced by User
Requirements and Technology
You also need to consider user familiarity with an
environment, conditioning, behavior and expectation when
developing documentation
The web is a new medium with a unique influence on users
in terms of conditioning and expectations
Technical documentation needs to change from its set
patterns to effectively meet user expectations on the web.
Thank You