Understanding Task Orientation User Documentation Instructor: Glenda Easter Understanding Task Orientation Emphasize Problem-Solving Use Multi-Document Support Provide Task-Oriented Organization Design for Users Support User Control of Information Facilitate Communication Tasks Orient Pages Semantically Encourage User Communities Facilitate Information Status Support Cognitive Processing

Goals of Documentation Writer Help the user become knowledgeable about a program being used to develop proficiency. Encourage the user to use the software package in his or her job to develop efficiency. Understanding Task Orientation, Chapter 1

What Makes Good Software Documentation? Good software documentation should show the connections between the user’s professional work and the computer program. User-oriented examples called scenarios and page layouts can all contribute to this. This creates a “task oriented” manual or one that manages and communicates information related to his or her task. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual Emphasize problem solving. A manual or help system should help users solve problems in the workplace. Provide Task-Oriented Organization. Organize a manual or help system in a way that matches the kinds of tasks a user will perform. Example would be to type text before running a grammar check. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Encourage User Control of Information. Software users want to decide what the program does for them. Users should always feel in control of their program. Cross-references in a manual and hypertext links in online systems help maintain the user’s sense of control over the documentation. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Orient Pages Semantically. You should arrange the page in the most meaningful manner according to the elements of the job the user needs to perform. Put important elements first. Make important elements larger or in a different font. Use graphics as well as visuals to balance text. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Facilitate Information Tasks All programs require information or help users create information they can use in their jobs. You need to know how and where your user gets, stores, and shares information so you can point out those functions to your user specifically in their manuals. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Use Multi-Document Support Documentation and manuals are not only found in books, but are more and more frequently user manuals are being provided: online in help screens online tutorials Packages today allows you to create a text file containing text and graphics, then convert that file into suitable help files. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Design for Users Documentation must be provided to answer the questions of the user and to meet the needs of the user and not from what a documentation manual should look like. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Facilitate Communication Tasks Writers and designers of software must analyze the type of information that is to be communicated and to whom it is going. After this analysis, they must determine which program will provide the functions needed by the user. There are many terms that are specific to different environments. By observing the communication, terms, steps, explanations, and procedures can be written in the glossary. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Encourage User Communities Many times when a new software package is implemented in a company, users feel isolated and no one to answer questions. By developing User Communities, individuals are encouraged to help one another. Many times there will be telephone numbers of individuals using the same software that clients can contact with questions. Understanding Task Orientation, Chapter 1

Guidelines for Writing a Successful Software Manual (Continued) Support Cognitive Processing People use a number of methods to remember certain points. These mental models are called cognitive schema. They associate a task of function with something the user already knows. Understanding Task Orientation, Chapter 1

Tools Towards Productivity The more a manual can support productive work, the greater the chances are of acceptance and satisfaction by the user. User documentation should make users proficient with software and efficient in their jobs. To make the use of software packages successful, it requires that the user apply the software to a specific task. These tasks are often in the form of “how to” procedures and/or tutorials. Understanding Task Orientation, Chapter 1

Task Orientation, What Is It? Task Orientation is the integration of a software package that meshes with the users working environment. It is user-driven strategy and depends on the needs of the user in meeting their job requirements. Understanding Task Orientation, Chapter 1

Task Orientation, What Is It? (Continued) A task orientation is very different from a template approach. A template approach does not lead to adapting the manual to the user’s individuals needs. It does little to relate the software program to the job the user has to do. Understanding Task Orientation, Chapter 1

Task Orientation, What Is It? (Continued) The theory behind task orientation is that a software package should help people do meaningful work. Shoshanna Zuboff noted that computers record information about their work, as well as doing work for the users. Understanding Task Orientation, Chapter 1

Task Orientation, What Is It? (Continued) When information is recorded about a task, it is called informing. With informing work, computers keep and manage information. Difficulties created by using computers and software fall into five categories: Deskilling • Increased abstraction Increased isolation • Remote supervision Information overload Understanding Task Orientation, Chapter 1

Understanding Task Orientation, Chapter 1 Job Deskilling When skills that were once needed to complete a job are no longer needed, it is known as job deskilling. A computer program can perform many of the tasks a person used to perform so the job requires less skilled people. It becomes the charge of the documentation writer to help the software user decide which skills are used to perform the best possible job in completing a task. Understanding Task Orientation, Chapter 1

Understanding Task Orientation, Chapter 1 Skills Transfer People learn new skills in different ways. Similar tasks carry over the skills to a new skill area. This is known as skill transfer. A great deal of research is being conducted on how job skills transfer into software skills and how beginner skills transfer into advanced skills. A software manual should encourage advanced skills. Understanding Task Orientation, Chapter 1

Increasing Abstract Tasks The computer does things in a very abstract way. You can’t touch it; it’s not concrete. How do people respond to using the abstract tool? People often feel good about their work because they develop a tactile sense of their tools. Understanding Task Orientation, Chapter 1

Increasing Abstract Tasks (Continued) The same feeling of loss of control faces all computer users. Without a feeling of control over their work, workers feel that it loses most of its simplicity. The apparent loss creates resistance to software and threatens efficient use. Understanding Task Orientation, Chapter 1

Increasing Abstract Tasks (Continued) Whereas increased abstraction relates to how people see their jobs through their tools--computerized or not--work also takes place in a social domain. This is also threatened by computer-mediated work. Understanding Task Orientation, Chapter 1

Understanding Task Orientation, Chapter 1 Increased Isolation The social structure plays a major role in our job satisfaction. A computer terminal has now become the primary focus of a person’s interaction with a company, and with others in the company. Understanding Task Orientation, Chapter 1

Increased Isolation (Continued) People need others to communicate with, to get feedback from , and to get rewards and other incentives that make work enjoyable. They create useful dialogs with others to help share and solve problems. People using computers risk a diminished importance of their co-workers in their jobs. Understanding Task Orientation, Chapter 1

Increased Isolation (Continued) Regular computer users may suffer for a lack of strong interpersonal relationships. The software documenter faces a challenge to introduce the isolated user to new possibilities of interaction with co-workers through the computer. Understanding Task Orientation, Chapter 1

Understanding Task Orientation, Chapter 1 Remote Supervision Users feel more trapped than ever with the continued use of the computer. Not only do they have to sit looking at a terminal all day, but the boss can check on the status of any work needed by checking the network. Employees can no longer “SLUFF OFF” because their work report is readily available on various production reports. Understanding Task Orientation, Chapter 1

Remote Supervision (Continued) A manager can access your files electronically and even organize your work day for you without ever showing up physically. People may lose their sense of control over their work because of the increased supervision exercised through the computer system. Understanding Task Orientation, Chapter 1

Understanding Task Orientation, Chapter 1 Information Overload Because computers produce information very quickly, some users resist computer use. They feel overloaded by information. Having volumes of information does not always solve problems for users. Having too much information without the ability to understand its significance can cause information anxiety. Understanding Task Orientation, Chapter 1

Information Overload (Continued) Information Anxiety Can afflict computer users who find themselves flooded by information without knowing which they should try to understand. Computer users need a way to filter or sort through and make sense of the information that floods them. Software manual writers can help by providing ways to reorganize information around categories relevant to users. Understanding Task Orientation, Chapter 1

Letting the Software & Documentation Work for You Not Against You The software documenter needs to find ways to reinforce the skill challenges that are inherent in efficient computer work. Users need to see their work as significant: to see that what they are doing with a software program can have and impact on their work, their organization, and others within their organization. Understanding Task Orientation, Chapter 1

Letting the Software & Documentation Work for You Not Against You Challenging the user often requires teaching computer skills in the context for a person's job so that the user can see the benefit of the software. Software support should reinforce decision making and problem solving as important computer skills. Understanding Task Orientation, Chapter 1

Conceptual Orientation Work with computers require that certain pieces of information be handled in an abstract manner that makes computer work difficult and can cause users to reject programs. Part of the difficulty users have with learning abstract concepts lies in their learning preferences. Understanding Task Orientation, Chapter 1

Conceptual Orientation (Continued) The right training method can facilitate learning of software programs. Documentation that uses the appropriate training method is conceptually oriented. Conceptually oriented documentation concentrates on the ideas that the user needs to operate and handle the information generated by a software program. Understanding Task Orientation, Chapter 1

Conceptual Orientation (Continued) Writers can set up categories of information for users that match the user’s expectations and present them in overviews called advance organizers. Advance organizes help users understand instructions by providing a context for each step. Graphics (icons, process diagrams, structure charts, flow charts, cartoons, pictures) embody metaphors which clarify abstract concepts and help users navigate this difficult aspect of computer software. Understanding Task Orientation, Chapter 1

Awareness of User Communities User Community refers to those who use the same program within an organization, and it also refers to others who use computers in their work. Computers fit well into existing social groups within a business. Most employees work in groups and as a result have to coordinate their activities, share work in progress, and store the results. Understanding Task Orientation, Chapter 1

Awareness of User Communities (Continued) Documentation can play a key role in supporting collaborative work by indicating ways that users can convert output files (reports, designs, spreadsheets) into formats that other team members can use. Documentation can support what we call an individual’s organizational existence: the persona a person creates as an employee in an organization. Understanding Task Orientation, Chapter 1

Awareness of User Communities (Continued) By using software’s communicative functions strategically, the computer can become an important tool to enhance the user’s social arena. Understanding Task Orientation, Chapter 1

Self-Managing or Overly Supervised? Computers connect workers to a number their supervisors, thus making the worker feel overly supervised. Software also opens up opportunities for self-management. A thorough analysis of the user’s job situation will help the documenter to see areas where the user has discretion in a job. Understanding Task Orientation, Chapter 1

Self-Managing or Overly Supervised? (Continued) Even the most menial jobs allow a measure of choice for employees and often the manual can point up the connection between the software and those important self-management tasks. Understanding Task Orientation, Chapter 1

Software Management–the Key to Job Success Software gives users new opportunities to manage information. In organizations, the currency used is information. In corporations, information represents the source of power and authority. Software also opens up a world of new tasks for its users. Understanding Task Orientation, Chapter 1

Cost/Benefit Analysis Checklist Will the manual help me use the software to solve problems? Does the manual reflect tasks that I perform in my job? Does the manual tell me how I can control the program? Do the pages follow a logical design that emphasizes what I need to know? Understanding Task Orientation, Chapter 1

Cost/Benefit Analysis Checklist (Continued) Will this manual help me understand and manage the information the program generates? Is the manual clearly segmented into useful activities? Is the manual designed for use rather than to describe the system? Understanding Task Orientation, Chapter 1

Cost/Benefit Analysis Checklist (Continued) Will the manual help me communicate the information I generate with the program? Does the manual help me connect with other users of this software? Does the manual answer my questions about the software? Understanding Task Orientation, Chapter 1

Levels of Task Orientation TEACHING (Tutorial) Users store and use information from memory Close distance between writer and reader Options severely limited: least autonomy Understanding Task Orientation, Chapter 1

Levels of Task Orientation (Continued) GUIDANCE (Procedures) Users remember only during performance Moderate distance between writer and reader Options and alternatives given freely: moderate autonomy Understanding Task Orientation, Chapter 1

Levels of Task Orientation (Continued) SUPPORT (reference) Users look up information on demand Writer's voice not present All options and alternatives given: complete autonomy Understanding Task Orientation, Chapter 1