1. Technical Writing: Process and Product 5th Edition
Steven M. Gerson
Sharon J. Gerson
Pearson Education/Prentice Hall

2. Chapter 12: Instructions and User’s Manuals
This chapter discusses the following:
Objectives
Criteria for Writing Short Instructions
Criteria for Writing a User’s Manual
Process

3. A primary job of technical writers is to write instructions.
Objective
People use equipment or make products that require instructions—every day.
Examples:
NOTE:
A primary job of technical writers is to write instructions.
operating machinery
installing equipment
maintaining equipment
testing components
cleaning a product
monitoring a system
repairing equipment
troubleshooting a mechanism
caring for livestock
caring for plants
setting up a system
assembling a product
building a deck
making a cake

4. Criteria for Writing Short Instructions (1-3 pages)
Title
Topic
Function (purpose of the instruction)
Topic
X320Z Radon Extractor
Installation Procedures
Function

5. Criteria for Writing Short Instructions (cont.)
Organization
Introduction
Name the product
State the purpose of the instruction
List the number of steps
Product name
Purpose
The X320Z Radon Extractor removes hazardous gases from your house. Installing this mechanism requires only 10 simple steps.
# of steps

6. Criteria for Writing Short Instructions (cont.)
Organization (cont.)
Optional components
Required tools
Include graphics to help lay readers

7. Criteria for Writing Short Instructions (cont.)
Organization (cont.)
Optional components
Hazards notations
Danger—the potential for death
Warning—the potential for injury
Caution—the potential for damage to equipment
Include icons for visual impact

8. Criteria for Writing Short Instructions (cont.)
Sample hazard alert

9. Criteria for Writing Short Instructions (cont.)
Organization (cont.)
Body
Organize steps chronologically
Develop points thoroughly
Conclusion
State warranties
Sell the product
Repeat the products uses
Provide corporate credentials or contact information
Provide a troubleshooting guide
Answer FAQs (frequently asked questions)

10. Criteria for Writing Short Instructions (cont.)
Audience Recognition
Is your audience High-tech, Low-tech, Lay, or combinations of all (Multiple)?
Write to your audience’s level of understanding.

11. Criteria for Writing Short Instructions (cont.)
Graphics
People read instructions when they are unfamiliar with a product.
Graphics help them visualize the steps.

12. Criteria for Writing Short Instructions (cont.)
Style
Number the steps (for future reference)
Use highlighting techniques (color for hazards; graphics for visualization, for example)
Don’t overload steps—one action per step is enough.

13. Criteria for Writing Short Instructions (cont.)
Develop points thoroughly.
Define terms
Provide detailed steps
BAD—too vague
Good Detail
Add enough air to inflate the tire.
Add air up to 32 psi (pounds per square inch) to inflate the tire.
How much is “enough”?
“Enough” is 32 psi (defined parenthetically)

14. Criteria for Writing Short Instructions (cont.)
Write concisely (short words, phrases, and sentences).
Begin steps with verbs.
BAD
GOOD
1. You might want to consider tightening the clamp.
1. Tighten the clamp.
The verb “Tighten” makes the step a required action.
Without a verb, this is not a required action.

15. Criteria for Writing Short Instructions (cont.)
Personalize text with pronouns.
Do not omit articles (“a,” “an,” “the”).
Article
1. Use the 2” angle-edge brush to paint your window ledges.
Personalized pronoun

16. Criteria for Writing a User’s Manual (longer instructions)
Long User’s Manuals include all of the topics already discussed:
Graphics
Hazards
Required tools
Detailed information geared toward the audience
An appropriate style (numbered steps, articles, verbs, personalization, etc.)

17. Criteria for Writing a User’s Manual (longer instructions)
Long User’s Manuals include the following additional information:
Cover page
Topic
Function (purpose)
Graphic
Table of contents

18. Criteria for Writing a User’s Manual (longer instructions)
Introduction
Personalized, positive tone
Emphasizing the value and importance of the instruction
Glossary—defining acronyms, abbreviations, and high-tech terms
Technical descriptions (optional)

19. Criteria for Writing a User’s Manual (longer instructions)
Warranties/guarantees (optional)
Parts lists/accessories (optional)
FAQs (optional)
Corporate Contact information

20. Process To ensure the success of your instruction, Prewrite Write

21. Process (cont.) Prewriting techniques
Gather data, determine your audience, decide on goals, and envision layout as follows:
Brainstorm/list the components of your topic
Create a flowchart itemizing the steps in chronological order
Use storyboarding to determine layout

22. Process (cont.) Writing
Review the criteria for successful instruction.
Review your prewriting.
Draft your text.

23. Process (cont.) Rewriting Revise the rough draft by
Adding detail for clarity
Deleting dead words and phrases for conciseness
Simplifying terms for easy understanding
Moving text for emphasis
Reformatting for easy access
Enhancing the tone
Correcting errors for professionalism