chapter 12 writing for end users. guide to computer user support, 3e 2 types of end-user...
TRANSCRIPT
![Page 1: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/1.jpg)
Chapter 12
Writing for End Users
![Page 2: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/2.jpg)
Guide to Computer User Support, 3e 2
• Types of end-user documentation
• How technical writing differs from other writing
• How technical documents are organized
• How to plan effective user documentation
• The technical writing process
• Effective use of formats
• Technical writing strategies
• Common problems in technical writing
• Tools used in technical writing
• How to evaluate documents
Learning Objectives
![Page 3: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/3.jpg)
Guide to Computer User Support, 3e 3
• Documentation is written communication intended to provide support information to end users
• Goal of technical writing: To produce documents that effectively and efficiently communicate information a reader needs
• Effectively: Readers get the correct information they need to master a topic or perform a task
• Efficiently: Readers do not have to spend extra time searching for information
• Good technical writing saves users time
Technical Writing
![Page 4: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/4.jpg)
Guide to Computer User Support, 3e 4
• Brochures and flyers
• Newsletters
• Handouts and training aids
• User guides and manuals
• Online help systems
• E-mail and chat messages
• Web pages
• Proposals, letters, and memos
• Procedural and operational documentation
• Troubleshooting guides
Types of User Documents
![Page 5: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/5.jpg)
Guide to Computer User Support, 3e 5
• Purpose: primarily promotional
• Intended to catch the eye of the reader and sell an event
• Used to advertise
• Staff training sessions
• Open houses
• Computer fairs
• Product demonstrations or availability
• Guest speakers
Brochures and Flyers
![Page 6: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/6.jpg)
Guide to Computer User Support, 3e 6
• Purpose: used by support groups to communicate with their users
• Popular in large companies where support staff does not regularly come into direct contact with other workers
• Can be printed or distributed electronically
Newsletters
![Page 7: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/7.jpg)
Guide to Computer User Support, 3e 7
• Purpose: summarize and promote recall of material covered in a training session
• May be distributed online
• Usually short and address a single topic
Handouts and Training Aids
![Page 8: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/8.jpg)
Guide to Computer User Support, 3e 8
• Purpose: supplement vendor documentation and trade books with information specific to an organization or computer facility
• Structure:
• Tutorial format is a document organization style which guides a user step-by-step to hardware or software features
• Reference format is a document organization style in which all material on a topic is in one location
• Combination format – tutorial plus reference
User Guides, Handbooks, and Manuals
![Page 9: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/9.jpg)
Guide to Computer User Support, 3e 9
• Purpose:
• provide convenient access to information for users
• replace or supplement printed materials
• Information presented must be succinct
• Use of hypertext links and index searches provide powerful tools to locate needed information quickly
• Increasing in popularity and convenience
• Not all users are comfortable with online materials
Online Help Systems
![Page 10: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/10.jpg)
Guide to Computer User Support, 3e 10
• Purpose: formal and information online communications
• with external clients and vendors
• with internal end users and work colleagues
• Projects an image of the organization and support specialist
• Should reflect good technical writing skills
• Growth in use of these communications emphasizes the need for excellent writing skills for user support specialists
E-mail and Chat Messages
![Page 11: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/11.jpg)
Guide to Computer User Support, 3e 11
• Purpose: make support materials available on the Internet
• Need to be organized and written so that users can locate information quickly and easily
• Must be very short, but contain hypertext links that lead users to additional information
• Image of organization is at stake in Web documents
• Challenge is to keep Web-based support information current and accurate
Web Pages
![Page 12: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/12.jpg)
Guide to Computer User Support, 3e 12
• Purpose: organizational correspondence accounts for a significant portion of computer use
–Proposals
–Letters
–Memos
–Needs assessment reports
–Performance appraisals
–Other correspondence
• Ability to produce basic business correspondence is an important user support skill
Proposals, Letters, and Memos
![Page 13: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/13.jpg)
Guide to Computer User Support, 3e 13
• Purpose: written procedure steps and checklists intended primarily for internal organizational use
• Examples• Preparation of problem reports in a help desk environment
• Documentation of hardware or software installation procedures
• Site Management Notebook (see chapter 10)
Procedural and Operational Documentation
![Page 14: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/14.jpg)
Guide to Computer User Support, 3e 14
• Purpose: help end users solve computer problems
• Examples
• Problem-solving section in User Guide
• FAQ on frequent problems users encounter
• Script on incident handling procedures
• Problem report in Help Desk knowledge base
• Must be clear, concise, and well written
Troubleshooting Guides
![Page 15: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/15.jpg)
Guide to Computer User Support, 3e 15
• Differences in
• Writing style
• Type of information communicated
• Organization of document
• Goals
How Technical Writing Differs from Other Writing
![Page 16: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/16.jpg)
Guide to Computer User Support, 3e 16
• Uses an economical writing style• Short, simple, declarative sentences, phrases, lists
• Communicates information vital to a reader’s productivity
• Uses a style and format that helps readers understand a sequence of events• Helps reader with transitions among topics
• Is brief, but not cryptic
• Can contain pointers and cross-references• A pointer is reference to a location where a reader can locate more
information on a topic
Technical Writing Characteristics
![Page 17: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/17.jpg)
Guide to Computer User Support, 3e 17
• Sequential organization follows a step-by-step sequence from first to last
• Example: procedural documentation for installation of hardware or software
• Hierarchical organization flows from top to bottom, and from general information to specific information
• Example: online help systems
How Technical Documents Are Organized
![Page 18: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/18.jpg)
Guide to Computer User Support, 3e 18
Common Organization for Technical Documents
• Introduction• Purpose of document
• Who document is intended for
• Why read the document
• Body• General explanation
• Specific task steps
• Common problems users encounter
• Summary• Pointers to additional information
![Page 19: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/19.jpg)
Guide to Computer User Support, 3e 19
• Who is the target audience?
• What does the audience already know?
• What does the audience need to know?
• What should the audience to be able to do when they finish reading the document?
• How will the document be transmitted to the audience?
Document Planning
![Page 20: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/20.jpg)
Guide to Computer User Support, 3e 20
Help the Audience• Target the reading level at 8th or 9th grade
• Most word processors include a readability index
• Tell the reader who the intended audience is
• Organize material so experienced reader can skip basic materials
• State the purpose of a document in the first few sentences
• Tell users what tasks they will be able to perform after completing the document
• Tailor a document to the media
• Printed: generally longer; help the reader with transitions
• Online: generally shorter; help the reader with pointers
![Page 21: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/21.jpg)
Guide to Computer User Support, 3e 21
1. Generate an idea list2. Organize the list into a logical outline3. Expand the outline into a first draft4. Edit the draft one or more times5. Arrange for an outside review6. Revise the draft into its final form7. Proofread the document
Steps in the Technical Writing Process
![Page 22: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/22.jpg)
Guide to Computer User Support, 3e 22
Step One: Generate an Idea ListStep One: Generate an Idea List
• Brainstorm is a technique to generate a list of potential topics
• Tip: During brainstorming, don’t worry about whether a topic is• major or minor
• useful or not
• high or low priority
![Page 23: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/23.jpg)
Guide to Computer User Support, 3e 23
• Arrange topics into logical sequence• Identify major and minor topics
• Cut and paste to try out different sequence of ideas• Use a word processor’s outline feature as a tool
• The final organization should answer the question:
• In what order does the reader need to know this information?
Step Two: Organize the Idea List Into an Outline
![Page 24: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/24.jpg)
Guide to Computer User Support, 3e 24
• Paragraphs with topic sentences• Transitions between paragraphs and sections• Define terms• Formats
• Style elements: fonts, capitalization, centering, indentation, underlines, bullets and numbered lists help a reader understand the structure
• Format consistency: style sheets and templates in word processors help insure consistent use of style elements
• Lists and tables: use instead of long narrative passages to help a reader locate information needed quickly
Step Two: Organize the Idea List into an Outline
![Page 25: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/25.jpg)
Guide to Computer User Support, 3e 25
• Eliminate extra words
• Perform a format consistency check• Consistent use of fonts for headings, subheadings, centering,
boldface, italics, and underlining
• Perform a technical accuracy check• A test of any procedural or technical steps
• Eliminates errors in instructions
• Check URLs to eliminate dead links
Step Four: Edit the Draft
![Page 26: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/26.jpg)
Guide to Computer User Support, 3e 26
• Purpose:
• Raise questions about contents
• Spot inconsistencies
• Find unclear meaning
• Identify poor writing techniques
• Locate other problems that the writer is too close to the document to see
Step Five: Get an Outside Review
![Page 27: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/27.jpg)
Guide to Computer User Support, 3e 27
• Incorporate revisions into document
• When an edit pass results in marginal improvements, consider it done
Step Six: Revise the Draft
![Page 28: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/28.jpg)
Guide to Computer User Support, 3e 28
• Final pass through a document prior to publication
• Look for
• Inconsistent capitalization and punctuation
• Inconsistent font use
• Extra spaces between words and sentences
• Incorrect page breaks
Step Seven: Proofread the Draft
![Page 29: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/29.jpg)
Guide to Computer User Support, 3e 29
• An analogy describes how an unfamiliar concept is similar to a familiar concept
• Repetition• Introduce, explain, summarize
• Consistent word use• Use the same word to refer to a concept
• Avoid mixing: CD, CD-ROM, compact disc, optical disk
• Style sheet lists preferences for spelling and word use• Example: End user is a noun; End-user is an adjective
• Consistent verb tense• Prefer present tense unless an event clearly occurred in the past
Technical Writing Strategies
![Page 30: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/30.jpg)
Guide to Computer User Support, 3e 30
Sample Page from a Style Sheet
![Page 31: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/31.jpg)
Guide to Computer User Support, 3e 31
Technical Writing Strategies (continued): Parallel Structure
• Parallel structure treats similar items consistently throughout a document.• Parallel structure treats similar items consistently throughout a document.
![Page 32: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/32.jpg)
Guide to Computer User Support, 3e 32
• Clutter
• Inappropriate typefaces
• Gender references
• Unclear referents
• Passive voice
• Nominalization
• Wordiness
• Jargon
• Undefined acronyms
• Dangling phrases
Common Problemsin Technical Writing
![Page 33: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/33.jpg)
Guide to Computer User Support, 3e 33
• Use graphics
• to illustrate a point
• not just for decoration
• Use formatting
• sparingly and consistently
• only when it helps locate information or understand topic
• Include considerable white space
• Use at least 9 point body text• Larger for slide shows, brochures, flyers
• Left align most body text• Avoid centered and block-justified
Justified text is aligned at both the right and left margins
Justified text is aligned at both the right and left margins
Clutter
![Page 34: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/34.jpg)
Guide to Computer User Support, 3e 34
• Serif typeface includes fine lines (serifs) that project from the top and bottom of a font’s characters• frequently used for body text
• Sans serif typeface does not have serifs• often used for titles and headings
• Specialty typeface is a style of type intended for special use to draw attention to text• save for informal use
Inappropriate Typefaces
![Page 35: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/35.jpg)
Guide to Computer User Support, 3e 35
Example TypefacesWhich is most readable?
![Page 36: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/36.jpg)
Guide to Computer User Support, 3e 36
• Avoid gender-related words unless they clearly fit• Avoid: he, she, him, her, s/he
• Use: they, their, it, he and she, she and he
• Gender-neutral words are clearer and less offensive• Use staffed instead of manned
• Use chair instead of chairman
• Use supervisor instead of foreman
• Can you think of others?
Gender References
![Page 37: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/37.jpg)
Guide to Computer User Support, 3e 37
• Referent is a word that refers to another word or concept
• The referent of words such as it, them, and their should be clear
• Example: The user was using Excel on her HP Pavilion PC to enter a long list of numbers with her voice recognition utility program. Half-way through the list, it froze up.• Does it refer to the HP Pavilion PC, Excel, or the voice
recognition utility? Or the user?
Unclear Referents
![Page 38: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/38.jpg)
Guide to Computer User Support, 3e 38
• Active voice is a sentence in which the subject performs the action indicated by the verb• Example: I prepared the documentation.
• Use active voice to make text livelier and more interesting
• Passive voice is a sentence in which the subject receives the action indicate by the verb• Example: The documentation was prepared by me.
• Avoid passive voice
Passive Voice
![Page 39: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/39.jpg)
Guide to Computer User Support, 3e 39
• Nominalization is the use of -tion an -ing endings to create nouns where verbs are easier to understand
• Example
• Use of nominalization: Perform an installation of the printer driver.
• Use of verb: Install the printer driver.
Nominalization
![Page 40: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/40.jpg)
Guide to Computer User Support, 3e 40
• Avoid unnecessary words• Too many words: Prior to the actual installation of the
system...
• Reduced: Before installing the system...
• Use short words when possible• Use use instead of utilize
• Use document instead of documentation
• Use added instead of additional
• Can you think of other examples?
Wordiness
![Page 41: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/41.jpg)
Guide to Computer User Support, 3e 41
• Jargon words are understood only by those experienced in a field
• Use simple, direct words that anyone can understand• Example:
• Avoid: Hack the document for the new NIC cards
• Use: Edit the document for the new network cards
• If you must use jargon terms, define them first
Jargon
![Page 42: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/42.jpg)
Guide to Computer User Support, 3e 42
• An acronym is a series of letter that represent a phrase• Example: RAM is a acronym for random access memory
• Define the meaning of acronyms for the reader
• The first time acronym is used, spell out the words then include the acronym in parentheses• Example: digital video disc (DVD)
• Include acronyms in a glossary
• Tip: Don’t create unnecessary new acronyms• Example: Technical Writers Against Unnecessary Acronym Use
(TWAUAU)
Undefined Acronyms
![Page 43: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/43.jpg)
Guide to Computer User Support, 3e 43
• A dangling phrase is a word or phrase at the beginning or end of a sentence that adds little meaning• Example: The installer will verify that the user’s PC is
operational, of course.
• Avoid a word (or phrase) at the beginning or end of a sentence that adds little meaning to the sentence
• Eliminate the word (or phrase) or include it elsewhere in the sentence
Dangling Phrases
![Page 44: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/44.jpg)
Guide to Computer User Support, 3e 44
• Outliner
• Spell checker
• Custom dictionary
• Thesaurus
• Grammar checker
• Readability index
• Desktop publishing features
• Collegiate dictionary
Technical Writing Tools
![Page 45: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/45.jpg)
Guide to Computer User Support, 3e 45
• Content
• Organization
• Format
• Mechanics
Document Evaluation Criteria (Overview)
![Page 46: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/46.jpg)
Guide to Computer User Support, 3e 46
• Is the information accurate?
• Is the coverage of the topic complete?
Content
![Page 47: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/47.jpg)
Guide to Computer User Support, 3e 47
• Is the information easy to locate?
• Are the transitions between topics identifiable?
• Can the user get in and out quickly with the right answer?
Organization
![Page 48: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/48.jpg)
Guide to Computer User Support, 3e 48
• Does the layout help guide the reader?
• Is the format consistent?
Format
![Page 49: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/49.jpg)
Guide to Computer User Support, 3e 49
• Are words spelled correctly?
• Is it grammatical?
• Is the writing style effective?
Mechanics
![Page 50: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/50.jpg)
Guide to Computer User Support, 3e 50
• User support staff write a variety of different types of documents to communicate with end users, coworkers, vendors, and managers
• The goal of technical documents is to effectively and efficiently communicate information needed by the reader
• Technical writing begins by defining the characteristics of the target audience and the task the writer wants the reader to be able to do
• Technical writing uses short words and sentences and an organization that helps the reader locate information
Chapter Summary
![Page 51: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/51.jpg)
Guide to Computer User Support, 3e 51
Chapter Summary (continued)
• The technical writing process includes1. Generate an idea list2. Organize the list into a logical outline3. Expand the outline into a first draft4. Edit the draft one or more times5. Arrange for an outside review6. Revise the draft into its final form7. Proofread the document
• The layout of a document and formatting help the reader to understand the organization and transitions between topics
• Successful writers use analogies, repetition, consistent work use and parallel structure
![Page 52: Chapter 12 Writing for End Users. Guide to Computer User Support, 3e 2 Types of end-user documentation How technical writing differs from other writing](https://reader035.vdocument.in/reader035/viewer/2022062715/56649da95503460f94a9742f/html5/thumbnails/52.jpg)
Guide to Computer User Support, 3e 52
Chapter Summary (continued)
• Successful writers avoid clutter, hard-to-read typefaces, gender references, passive voice, unclear referents, wordiness, jargon, and acronyms
• Software tools that aid writers include an outliner, spell checker, thesaurus and grammar checker
• Four criteria to evaluate technical documents are• Content
• Organization
• Format
• Mechanics