Training Computer Users Writing For End Users

What is Training? Focus on performing activities building expertise that will be immediately useful

Training Process Plan Prepare Present Progress

Plan Determine Trainees’ Background Determine Content Needs Determine Skill Levels Needed –Concepts – use basic vocabulary –Understanding – explain concepts –Skills – perform basic task –Expertise – perform tasks effectively

Plan (cont) Determine what trainees already know Define training objectives –Learning objectives: what needs to be learned –Performance objectives: should be able to do

Prepare Specify which topics will be covered Organize topics Select effective training environment –Class, group, one-on-one, self-guided Training method –Problem solve, perform, observe, read, listen –Retention rate

Prepare (cont) Select Delivery System –Lecture –Reading –Online reading –Group Discussion –Visual Aids –Multimedia –Handouts

Prepare (cont) Select Delivery System (cont) –Product Demonstrations –Tutorials (self-guided) –Hands-on Activities –Case Studies –Group/Collaborative –CBT –Web-base Training

Prepare (cont) Develop Materials Design Evaluation Methods (Assessment) –Feedback forms –Quiz/Test –Hands-on Activities

Present Practice the Presentation Check Facility Early Don’t Read Notes Don’t Cover Too Much Teach Important Skills Monitor Environment Provide Breaks Feedback

Progress Evaluate Success of Training Keep Current

User Documentation Types Brochures Newsletters Handouts/Training Aids User Guides/Manuals Online Help Systems messages Web Pages Proposals, Letters, Memos Troubleshooting Guides

Technical Writing Style Short, declarative sentences Short phrases Communicate, not entertain State most important point first Step-by-step sequences Cover essential information

Document Organization Sequential Organization Step by step Hierarchical Organization General to specific

Document Organization (cont) Introduction Purpose of Document Who the document is intended Why read the document Body General explanation Specific task steps Common problems encountered Summary Additional information pointers

Document Planning Who is the target audience? What does the audience already know? What does the audience need to know? What do you want the audience to be able to do after reading? What medium for document?

Tech Writing Process Generate idea list Organize into outline Expand to first draft Edit draft Review Revise Proofread

Tech Writing Process Paragraphs/topic sentences Transitions Defined Terms Formats (consistency)

Writing Strategies Analogy Repetition Consistent Word Use Parallel Structures Consistent Verb Tense

Common Problems Clutter Inappropriate Typefaces Gender References Unclear Referents (“they, it”) Passive Voice Nominalization Wordiness

Common Problems (cont) Jargon Undefined Acronyms Dangling Phrases

Document Evaluation Content Information accurate Coverage complete Organization Easy locate information Transitions identifiable Format Consistent Help guide reader Mechanics