2.  User Manuals come in all types, designs and formats.  This presentation is designed to show a few basic elements that will serve any user manual.  Not every manual will include each of these sections, or will organize them in this order.

3.  A cover page should accomplish two things: 1. Name the product being discussed 2. Explain the purpose of the manual.  Consider that the cover page might include a picture of the product featured or a company logo.

4.  Stating potential risks, alerts, and safety guidelines are key components to a hazard alert page.  A hazard alert is crucial in order that employees are protected against potential danger.

5.  An effective table of contents is just as important as the content of the manual.  Consider that your readers may want to go directly to a specific section, which requires a precise table of contents.

6.  The introduction is a customer or employee’s first encounter with the company’s writing.  Using pronouns like “you,” “your,” and “our,” make customers or employees feel included and add a personal touch.  Remember that using upbeat words like “Welcome,” “Thank You,” and “pleasure” aid in establishing a rapport with the customer or employee early.

7.  Since every company uses different jargon and abbreviations, it is imperative to define these terms early in the manual.  You may want to consider defining not only abbreviations but also acronyms and symbols as well.  In addition to a definition list at the onset of the manual, a glossary at the end is an option.

8.  This section gives the employee or customer a detailed description of each part of a system’s components.  These descriptions aid the reader when later using instructions to assemble or fix a product.  In addition, this section might contain the exact specifications of a product like: “size, shape, capacity, capability and materials of construction.”

9.  The warranty not only protects the customer but the manufacturer as well.  If a product malfunctions, the warranty will inform the consumer of his or her rights.  An important part of the warranty section are company disclaimers or caveats in addition to the terms of the warranty.

10.  The accessory section may feature “additional equipment” that a customer may purchase to accompany the featured product or enhance it.  Theses additional accessories are not essential to the function of the product.  Included in the accessory section might be the specifications for the additional products.

11.  This section, commonly referred to as “FAQs” is valuable because it not only saves the company time answering the same questions repeatedly, but it saves customers asking these questions.  The FAQs can address some customer concerns immediately, rather than forcing a customer to contact the company.

12.  The section for Corporate Contact Info is essential to any user manual.  If customers or employees can not reach the company, then that company can not serve their customers well.  By providing contact address, phone numbers and email, the company gives consumers multiple outlets in which to contact the company.

13.  Scenario: You need to write a manual for new employees in your office. This manual will inform them about the basic procedures of your office. Brainstorm the sections you would need to include in your manual.  Share your ideas with the participants in this workshop.

15.  This presentation will outline the basics of writing reports.  This includes an explanation of the parts of a report: “heading, introduction, discussion and conclusion/ recommendations”  In addition, it will provide examples of common types of reports.

16.  The Heading section includes: › the date the report is written › the recipient (s) of the report › the subject of the report, including the topic and the focus of the report  The Introduction is general overview of the report including: › The purpose of the report, › the people involved, › and the time period the report represents.

17.  This section of the report is the largest.  In the discussion section, you sum up the activities and problems you run into at work.  When developing this section consider: › Whom is involved—be specific › When did the incident take place—provide details › Why are you composing this report? › Where did the incident take place? › What exactly was the process?

18.  This part of the report is the place to summarize what has been learned from work or incident or to share any decisions that have been made.  The recommendation allows you to share your opinion concerning any future action regarding the issue.

19.  The style of each report varies, but consider “conciseness, simplicity, and highlighting techniques”  Remember to be concise.  You may choose to use graphics to illustrate a point.  Be aware that using too much data will overwhelm your reader.

20.  Trip: job-related travel  Progress : status of an activity  Lab : status of and findings from a laboratory experiment, procedure, or study  Feasibility/Recommendation : studies the practicality of a proposed plan and recommends action  Incident : documents an expected problem  Investigative : examines the causes behind an incident  Meeting Minutes : document the results of a meeting  Proposal : proposing a new service or product or selling the benefits of a new offering (also includes title page, cover letter, table of contents, list of illustrations, abstract, glossary, and appendix)

21.  Choose a report you will most likely write for your job.  Write an introduction for your report.  Ask a peer to review your introduction.  Discuss revision suggestions.

22.  This material was taken from Technical Writing: Process and Product, 5 th edition. Authored by Sharon J. Gerson and Steven M. Gerson