1. Chapter 17 Technical Instructions

2. Instructions Are one of the most common workplace genres
Can be simple or complex
Are used to solve problems
Can be textual or visual

3. Ethics in Instructions
Safety: be sure the instructions do not place the readers in harm’s way
Functionability: be sure the instructions help a reader successfully complete their tasks
Misuse of product: unclear or incorrect instructions may allow a reader to misuse the product leading to injury or damage

4. Ethics in Instructions
Hazards even with proper use: make sure to explain what risks are inherently involved in the product or process
Troubleshooting: cover potential problems, and make sure the solutions you provide are feasible, safe, and accurate
Product liability: be sure both the writer and the reader understand their responsibilities and liabilities

5. Instructions Fit Needs
Putting something together
Repairing an object
Operating a device
Installing a device
Making a product
Solving a problem
Maintaining an object
Unpacking or packing an object
Working through a process or procedure
Providing documentation

6. Key Elements Title / title image Equipment needed Byline Parts list
Date
Introduction
Alerts
Equipment needed
Parts list
Steps
Conclusion

7. Title/Title Image Begins any good written document
Often includes an image to show audiences the product discussed in the instructions or the problem the instructions solve
Tells the audience what the instructions accomplish, and what problems it solves
Should be clear and concise

8. Byline Acts as an on-going record
Tells audiences who produced the document so they can contact the appropriate person or company should the instructions fail
Can include information about the company responsible for the instructions, rather than the actual author’s name

9. Date Informs the audience of the currency of the instructions
Keeps track of the relationships among different documents produced at different times

10. Introduction Tells audiences the aims of the instructions
Tells what problem the instructions help them solve
Should let readers know what will be accomplished
Identifies the organizational structure
Includes discussion of any terminology or special conventions used in the instruction manual
May also include additional information about how audiences can use the instructions

11. Alerts Inform audiences about particular safety considerations such as
Dangers
Warnings
Cautions
Notes
NOTE
Dobrin / Keller / Weisser : Technical Communication in the Twenty-First Century.
© 2008 Pearson Education. Upper Saddle River, NJ, All Rights Reserved.

12. Alerts
Use visually distinct icons that attract attention and distinguish the different kinds of alerts
Are not universal, but are generally standardized for a particular industry
Alleviate problems by ensuring that readers and writers share common understandings
Stand out from texts visually by using fonts, shapes, colors, and position

13. Equipment Needed Describes what is needed to follow instructions
Should be listed prior to beginning the first step of the instructions
Might also require how-to-use explanations
Use a one-to-one corresponding list for tools and their images
Should present images clearly and offer written lists with the images

14. Parts List
Functions much like an equipment or tools list because it provides a detailed list of materials
Includes all parts of the product the reader needs to complete the instructions
Identifies what each part looks like and the name it is given so readers can easily identify it when needed
Serves as a check list so the reader can confirm that all parts have been included

15. Steps
Tell readers what to do and provide the correct sequence of tasks
Should be numbered
Should be performed as they are drafted
Should begin each step with a verb
Should avoid highly condensed language

16. Steps Should use positive (affirmative) commands
Should include only one action per step
Should group similar steps together
Should visually separate steps
Should clarify steps with visuals

17. Conclusion Offers troubleshooting advice
Offers maintenance information
Offers additional alerts

18. Quick Reference Card
Is an abbreviated set of instructions that identify basic operations
Draws from the larger set of instructions and provides the fundamental tasks
Gives readers quick access to information about primary operation or function
Should be written in clear concise steps and consider audience’s needs

19. Help Pages
Are specialized technical instructions designed to assist people with computer applications
Are usually files embedded in a particular program or on-line resources for users
Allow users to search for a specific problem within the pages
Offer readers step-by-step solutions to the problem

20. Help Pages Should be concise Should be clear Should be thorough
Should be direct, but friendly
Should provide examples
Should provide links to other information

21. Usability Testing
Lets writers determine which parts of the instructions are effective and ineffective, accurate and inaccurate
Is a great method for solving problems associated with the instructions before readers run into them
Should follow a heuristic or series of questions

22. Design Is determined by the needs the instructions fulfill
Considers the problems they solve (their purpose)
Examines the way the audience is likely to use them