1. How to Use References
Chapter 4

2. Reference Documentation
This is also referred to as support documentation, includes all the look-up sections and elements of your manuals and help. It takes forms like:
Command descriptions
Menu overviews
Lists of definitions
Function descriptions
Examples
Error messages

3. Types of Reference Documentation
Readme Files – Text files that accompany programs on the distribution disk or come when you download the software from an internet site. It contains installation details, last minute changes that are not included in a manual, new features in a recent release, file descriptions etc.
Job aids – These are shorter forms of reference documentation that includes definitions, brief processes, command summaries etc. These are for people who already have basic training with the software.

4. Choosing the Right Form of Reference
Have you chosen the right form of reference to match your users’ needs?
Reference section (tables of dates, definitions, and command descriptions)
Quick reference (card, booklet, brochure)
Appendix (tables, messages, troubleshooting)
Update information/ ReadMe files (disk file containing update highlights)
Job aids (reminders, command lists)
Innovative forms: flip cards

5. Deciding What to Include in the Reference Section
Which of the following elements meet your users’ needs?
Commands
Interface elements
Definitions
Concepts
Relationships among commands
How-to information
Technical information

6. Deciding What to Include in Each Reference Entry
Identify which of the following elements you want or need to include in each reference entry to meet your users’ support needs.
Definition: Tell what the command or function does.
Explanation: Tell how to apply the command or function.
Example/syntax: Give an example of the command or function in use.
Step-by-step: Present abbreviated steps for using the command or function.
Warnings/cautions: Let the user know what problems might arise.

7. Establishing a Pattern
Have you established a pattern for each reference entry?

8. Organizing the Reference Section
Which of the following organizational patterns do you intend to use?
Alphabetical
Menu by menu

9. Showing the User How to Use the Reference Information
Have you written a section that tells the user the following things?
Who should use the information?
How you organized the information
The elements of each entry
Cross-references
Sample library entry