FreeLists / webproducers / [webproducers] Re: Reference books.

[AKF <outdoorminer2002@xxxxxxxxx>]

Generally, it's a bad idea to rely exclusively on tool-tips and
online help. Few people read them so providing a backup,
hardcopy manual is an excellent idea of covering all bases.

Anyway, there are no hard and fast rules for how to go about
this as each situation is different and there are all sort of
variables to consider, including:

* the level-of-sophistication of your audience
* the complexity of the application itself
* the time the audience is willing to invest in learning the
application
* the way your audience prefers to learn the application. some
like to read the manual first while others simply like to
explore  and only refer to the manual when they have a specific
question.

Having written several style guides/maintainence guides and two
computer books that were very tutorial-oriented, I'd do the
following:

1) Keep your manual short and concise. This prevents users from
"tuning out" while reading your instructions. No one wants to
read "War and Peace", rather they want something that will step
them through how to use an application quickly and effectively.

2) Avoid getting too technical and never assume that the user
knows the jargon of the day. If you must use jargon, provide a
glossary that clearly explains it and make frequent references
to it in the manual text.

3)  Illustrate (with screen shots) as many actions as possible.
this avoids the "press any key" syndrome where unintentionally
cryptic explainations can cause user confusion. Doing so also
helps the user see what each action produces. Many people tend
to grasp concepts visually and the more visual information you
can provide them with, the better. As they say, a picture is
worth more than 1,000 words...




--- Lydia Sugarman <thegoodegg@xxxxxxxxxxxxxx> wrote:
> 
> Well, I may have bitten off a pretty big bite.  I have to
> write a users'
> training manual to accompany the email marketing application I
> sold in
> to a new client.  It is to be used for their sales force each
> of whom
> will have an account to use.  There are already numerous Tips
> buttons
> all over the site every step of the way, but this is just
> something to
> hold onto and as a supplement to the online help.
> 
> I will use the Flash tutorial already on the site as a
> guideline.  But,
> it is a little outdated.  And, will grab screen shots to use
> as
> examples.
> 
> Anyway, since I've never done this before, I am hoping you can
> point me
> to some reference sources and/or guides for doing this...,
> please.  Of
> course, any and all advice is greatly appreciated.
> 
> By the way, ACME was great fun.  David Tomere represented the
> group
> admirably.  Maybe you'll come in September!
> 
> 
> Lydia Sugarman
> --
> Managing Partner
> Private Label InterActive
> "Markets are conversations."(c) Cluetrain Manifesto
> Intelligent eMail Communications Solutions
> P:  212.533.3456
> --
> CoolerEmail - New York
> Director-Business Strategy & Development
> 
> 
>
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Questions and comments are welcome just e-mail me, morry@xxxxxxxxxxxxxxxx