1. Instructions and Procedures
Chapter 22
Instructions and Procedures
Technical Communication, 11th Edition
John M. Lannon

2. Purpose of Instructional Documents
Why am I doing this?
How do I do it?
What materials and equipment will I need?
Where do I begin?
What do I do next?
What could go wrong?

3. Formats for Instructional Documents
Instructional brochures
Manuals
Brief reference cards
Hyperlinked instructions
Online documentation

4. Faulty Instructions
Failure to instruct users in the proper use of a product
Failure to warn against hazards from proper use of a product
Failure to warn against the possible misuses of a product
Failure to explain a product’s benefits and risks in accessible language
Failure to convey the extent of risk with forceful language
Failure to display warnings prominently

5. Elements of Usable Instructions
Clear and limiting title
Gives an immediate forecast
Informed content
Know the procedure
Visuals
Illustrate any step that might be hard for users to visualize
Parallel the user’s angle of vision
Avoid illustrating any simple action

6. Elements of Usable Instructions
Appropriate level of detail and technicality
Provide background
Provide adequate detail
Provide Examples
Include Troubleshooting Advice
Logically ordered steps
Arranged in chronological order, with precautions inserted for specific steps

7. Elements of Usable Instructions
Notes and hazard notices
Alert users to special considerations and hazards
Readability
Use direct address, active voice, and imperative mood
Use short logically shaped sentences
Use parallel phrasing
Phrase instructions affirmatively
Use transitions to mark time and sequence
Effective design
Clear and open design that draws attention to important details

8. An Outline for Instructions
Introduction
Definitions, purposes, warnings
Required Steps
Each step with definitions, materials, and sub-steps
Conclusion
Review and troubleshooting advice

9. Online Documentation Error Messages and troubleshooting advice
Reference guides to additional information or instructions interactive exercises with immediate feedback
Help and review options to accommodate different learning styles
Link to software manufacturer’s web site
Tutorial lessons that include

10. Testing the Usability of Your Document
Companies use usability testing to eliminate flaws in the documents.
Can users easily locate the information they need?
Can users understand the information immediately?
Can users use the information successfully?

11. The Two Levels of Usability Testing
Alpha Testing
By the product designers or document authors
Beta Testing
By the users of the product

12. How Usability Testing is Done at the Beta Level
Qualitative Testing
Use focus groups
Use protocol analysis
Quantitative Testing
Yields numerical data but is more complicated and time-consuming

13. Procedures
Procedures perform rules and guidance for people who know how to perform the task but are required to follow accepted practice.
Everyone must do something exactly the same way
Used to standardized tasks

14. Any Questions?
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