CIS 375 Bruce R. Maxim UM-Dearborn User Documentation CIS 375 Bruce R. Maxim UM-Dearborn

System Delivery Training Documentation Likely User Audience Users Operators

Printed Documentation Alphabetic command lists Quick reference cards Brief getting started notes Novice user tutorials Conversion manuals Detailed reference manuals

On-Line Documentation Man pages Help facility Tutorials Demonstration

Common Documentation Problems Simply presents operator descriptions Organized according to system functions, not user goals Too much for novice users to take in Rarely presents complete methods explicitly Talks about how system works, not how it can be used User must problem solve even simple tasks Rarely presents selection rules

Printed Manual Guidelines Let user's task guide organization Let user learning process shape sequencing Present semantics before syntax Keep writing style clean and simple Show numerous examples Offer meaningful and complete sample sessions Draw transition diagrams Use advance organizers and summaries Provide table of contents, indices, and glossaries Include list of error messages Give credit to all project participants

Process for Developing Print Manuals Use professional writers and copy editors Prepare user manuals before implementation Review drafts thoroughly Field test early drafts Provide feedback mechanism to readers Revise to reflect changes regularly

On-Line Manuals Can provide successively more detailed error explanations Personalized instruction on system use is possible Examples of correct commands Descriptions of current system parameters Lists of commands News for system users List of available user aids

Advantages of On-Line Manuals Information is available when computer is available User don’t need space to open printed manuals Manual updates are low cost Electronic indexing allow fast search of manual Multimedia help may be beneficial

Disadvantages of On-Line Manuals Displays may not be as easy to read as print manuals Each screen contains less info than 1 printed page Interface operations may confuse novices Splitting display among work, help, and tutorials leaves less useful screen space Additional burden on user

Why is it harder to read text on computer screens? Poor fonts Low contrast between characters and backgrounds Emitted light rather than reflected Small displays require frequent page turning Display placement too high Layout and formatting problems Reduced body motion make them more fatiguing Displays are less familiar than books