Great Technical Writing: Make Your Product Fit
- Date: 2007-02-15 - Word Count: 913
Share This!
OVERVIEW
Most product documentation sounds like their product is the only thing in the User's life. Such thinking results in User confusion and dissatisfaction. This article presents three real-life examples of this attitude, and what should be done to remedy these unfortunate situations. The article concludes with some techniques for the writer.
BACKGROUND
There are two important facts that User Documentation ignores:
1. Your product is a only minor item in your User's life
2. Your User Documentation must help fit your product into the User's life
User Documentation that is written with awareness of these facts results in a better user experience. Here are three examples of where the writers (always incorrectly) thought that their product was the only thing in the User's life.
EXAMPLE 1: Shoe Cleaner/Protector
Most people know about polishing and perhaps cleaning their leather shoes. This cleaner/protector product is meant to clean, protect and shine shoes. The instructions simply tell the User how to apply the product.
What the User is Used to: I polish my shoes with regular wax (or liquid) shoe polish.
The Problem: If a User wants to polish his/her shoes as well as use your cleaner/protector, then what order should the polish and the cleaner/protector be used? The instructions merely tell the User how to apply the cleaner/protector. It's like the cleaner/protector is the only shoe product in existence.
Possible Solutions: The the cleaner/protector instructions could say (as appropriate):
* Use the cleaner/protector instead of your normal shoe polish.
* Use the cleaner/protector after you polish the shoes with your regular shoe polish.
* For a deluxe shoe treatment, use the cleaner/protector first on the shoes. Wait a few minutes, then wipe off any excess with a clean cloth. Then polish the shoes using your regular shoe polish, in the usual way. Finally, use the cleaner/protector again, but do not wipe it off.
These would make for much more effective instructions, and they could easily fit on the package.
EXAMPLE 2: DVD Player didn't realize that I had a VCR
People buying a DVD player a few years ago were in the following situation. They had a VCR connected to the single video input of their TV. DVD players' instructions described how to connect the player to a TV using a video input. The instructions ignored the situation of how to connect the player if there already was a VCR connected to the TV 's only video input.
What the User is Used to: The VCR is connected to the only video input of my old television.
The Problem: My new DVD player needs to be connected to the TV's only video input. Do I have to buy a switch or manually switch the DVD player and VCR?
Solution: The writer should provide some tips or instructions how to set up the DVD player in the customer's real-life situation. These instructions may include how to connect the DVD video through the VCR. Or connecting the DVD to the TV's video input, and connecting the antenna of the VCR to the antenna input of the TV. Both devices can be connected with no need to buy additional parts. The instructions should mention how. It would improve the User's experience in setting up the new device. (The instructions should also mention that these methods of connecting the devices would yield a less than optimal picture.)
EXAMPLE 3: A 2 in 1 Shampoo and Conditioner Product
A User normally shampoos his/her hair and then may use a separate conditioner product. He/she just purchased your product, a 2 in 1 shampoo and conditioner. It has no instructions.
What the User is Used to: A shampoo is used on the hair and immediately rinsed. A conditioner gets left in the hair for a few minutes, then rinsed.
The Problem: Does this 2 in 1 product get left in the hair, or does it get rinsed out immediately?
The Solution: Provide correct instructions on the package. Or, if it does not matter how long the 2 in 1 product gets left in the hair, then say so. Don't leave the User guessing. If the User wanted to guess about something, then they would be reading a novel, not your User Documentation.
BOTTOM LINE: What to Do for Your Documentation
Examine your product in the light of how it will change the way that the User currently does things. How will it fit into the User's life? How does the product fit with other products your User employs?
Make sure that your User Documentation helps the User to effectively fit the product into his/her life. By ignoring the reality of your User's situation, you are forcing him/her to solve problems that you could easily solve. If you provide the solutions, then you will create a better product experience for your User.
Fitting the product into the User's life presents the writer with a duty and an opportunity:
* The duty to ease the User from what he/she previously did to the new product's situation
* The opportunity to explain your product by using the User's experience as a background.
RESOURCES
Barry Millman, Ph.D., has a Bachelor of Science in Electrical Engineering (1966, Carnegie Institute of Technology) and an M.Sc. and Ph.D. in Psychology (Human Information Processing, University of Calgary). He has been a consultant for over 25 years, an instructor, course developer, and award-winning speaker. For the past seven years he has been researching and creating resources to help organizations create great User Documents.
Visit: http://www.greatuserdocs.com/ for resources to help you create the User Documents that your Product needs and your Users deserve.
Visit http://www.greatuserdocs.com/ReadingRoom.htm for more articles like this one.
Most product documentation sounds like their product is the only thing in the User's life. Such thinking results in User confusion and dissatisfaction. This article presents three real-life examples of this attitude, and what should be done to remedy these unfortunate situations. The article concludes with some techniques for the writer.
BACKGROUND
There are two important facts that User Documentation ignores:
1. Your product is a only minor item in your User's life
2. Your User Documentation must help fit your product into the User's life
User Documentation that is written with awareness of these facts results in a better user experience. Here are three examples of where the writers (always incorrectly) thought that their product was the only thing in the User's life.
EXAMPLE 1: Shoe Cleaner/Protector
Most people know about polishing and perhaps cleaning their leather shoes. This cleaner/protector product is meant to clean, protect and shine shoes. The instructions simply tell the User how to apply the product.
What the User is Used to: I polish my shoes with regular wax (or liquid) shoe polish.
The Problem: If a User wants to polish his/her shoes as well as use your cleaner/protector, then what order should the polish and the cleaner/protector be used? The instructions merely tell the User how to apply the cleaner/protector. It's like the cleaner/protector is the only shoe product in existence.
Possible Solutions: The the cleaner/protector instructions could say (as appropriate):
* Use the cleaner/protector instead of your normal shoe polish.
* Use the cleaner/protector after you polish the shoes with your regular shoe polish.
* For a deluxe shoe treatment, use the cleaner/protector first on the shoes. Wait a few minutes, then wipe off any excess with a clean cloth. Then polish the shoes using your regular shoe polish, in the usual way. Finally, use the cleaner/protector again, but do not wipe it off.
These would make for much more effective instructions, and they could easily fit on the package.
EXAMPLE 2: DVD Player didn't realize that I had a VCR
People buying a DVD player a few years ago were in the following situation. They had a VCR connected to the single video input of their TV. DVD players' instructions described how to connect the player to a TV using a video input. The instructions ignored the situation of how to connect the player if there already was a VCR connected to the TV 's only video input.
What the User is Used to: The VCR is connected to the only video input of my old television.
The Problem: My new DVD player needs to be connected to the TV's only video input. Do I have to buy a switch or manually switch the DVD player and VCR?
Solution: The writer should provide some tips or instructions how to set up the DVD player in the customer's real-life situation. These instructions may include how to connect the DVD video through the VCR. Or connecting the DVD to the TV's video input, and connecting the antenna of the VCR to the antenna input of the TV. Both devices can be connected with no need to buy additional parts. The instructions should mention how. It would improve the User's experience in setting up the new device. (The instructions should also mention that these methods of connecting the devices would yield a less than optimal picture.)
EXAMPLE 3: A 2 in 1 Shampoo and Conditioner Product
A User normally shampoos his/her hair and then may use a separate conditioner product. He/she just purchased your product, a 2 in 1 shampoo and conditioner. It has no instructions.
What the User is Used to: A shampoo is used on the hair and immediately rinsed. A conditioner gets left in the hair for a few minutes, then rinsed.
The Problem: Does this 2 in 1 product get left in the hair, or does it get rinsed out immediately?
The Solution: Provide correct instructions on the package. Or, if it does not matter how long the 2 in 1 product gets left in the hair, then say so. Don't leave the User guessing. If the User wanted to guess about something, then they would be reading a novel, not your User Documentation.
BOTTOM LINE: What to Do for Your Documentation
Examine your product in the light of how it will change the way that the User currently does things. How will it fit into the User's life? How does the product fit with other products your User employs?
Make sure that your User Documentation helps the User to effectively fit the product into his/her life. By ignoring the reality of your User's situation, you are forcing him/her to solve problems that you could easily solve. If you provide the solutions, then you will create a better product experience for your User.
Fitting the product into the User's life presents the writer with a duty and an opportunity:
* The duty to ease the User from what he/she previously did to the new product's situation
* The opportunity to explain your product by using the User's experience as a background.
RESOURCES
Barry Millman, Ph.D., has a Bachelor of Science in Electrical Engineering (1966, Carnegie Institute of Technology) and an M.Sc. and Ph.D. in Psychology (Human Information Processing, University of Calgary). He has been a consultant for over 25 years, an instructor, course developer, and award-winning speaker. For the past seven years he has been researching and creating resources to help organizations create great User Documents.
Visit: http://www.greatuserdocs.com/ for resources to help you create the User Documents that your Product needs and your Users deserve.
Visit http://www.greatuserdocs.com/ReadingRoom.htm for more articles like this one.
Related Tags: instructions, technical writing, user manual, user documentation
Your Article Search Directory : Find in Articles
Recent articles in this category:
- 10 Mistakes to Avoid When Writing an Article
Here are 10 mistakes that writers tend to make when writing articles for newsletters or magazines. K - Invigorate Your Healthcare Writing With Words That Are Short, Sweet, And Full of Energy
There are certain kinds of phrasing and word choice, especially in official statements, that can soa - The Case For Customizing Content
You have to consider every angle when you are writing. There are lots of rules to follow and tips to - Writing Strategies For Creating Viral Content
For anybody involved in content marketing the need to develop writing strategies that will produce t - Three Key Ways a Writing Coach Can Improve Your College Admission Essay
In an article entitled "Writing The Essay: Sound Advice from an Expert", Parke Muth, Senior Assistan - Acquiring A Fantastic Proxy - Proxy List
A proxy or proxy server is applied for both effortless obtain to your certain useful resource like a - Turnkey Sites & Website Templates - A Comparison
I'm constantly finding emails soon after a person buys a offer of Site Desing templates. Some men an - Standard Manual For Laptop Or Computer Elements & Software
For many people today, computer system sections plus the innards of the computer system are anything - Different Kinds Of Cameras Can Be Used For Webcams
There are many physical components that make the technology of the PC camera webcam work. The import - What Can Pc Camera Webcam Bring To Us And How It Works?
The PC camera webcam can be used in a wide range of aspects. Such as personal "Big Brother" style di
Most viewed articles in this category:
- Don't Put Off Writing that Book!
If writing that book you've always had in mind tops your list of resolutions or regrets, hiring a wr - How To Write A Better Press Release
A press release is the most effective way to generate free publicity for your business or organizati - Writing on the Hoof
Finding inspiration when you are writing is often a haphazard affair. When you are physically ready - Focus On Nigeria
Focus on Nigeria Nigеria is a natural gas and oil rich country that is bordеrеd b - How to Write Great Dialogue in Your Book
Dialogue isn't so much read as it is heard by the reader. The eyes see the words on the page, the b - Women SUV Driver from www.thefrap.com
Why do so many women drive around in the oversized SUV's, the Tahoe, Excursion, Escalade - How To Write Good Articles
As a writer you may be ready to cash in on the need for web content. There is a lot of money that c - NEWS FLASH: Technical Communicator Saves World
I had a boss several years ago who was amused by my earnest and relentless preaching about the impor - Writers Resources
Writers use certain inherent talents to come up with their pieces of writing. However, they do need - Popular Articles
Articles are those that are available in plenty these days in the internet. The articles are written
