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Internal Document 1
Documentation Usability
Vidisha BhardwajTechnical Writer, Team RMS
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Agenda of This Presentation
What is Usability? Typical documentation usability issues Approach for a technical writer to ensure usability Available techniques to verify documentation usability
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What is Usability?
The effectiveness, efficiency, and satisfaction with which specified users can achieve specified goals in particular environments.
ISO 9241 usability definition
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Your free-flowing salt has it!
Why Usability in Documentation?
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Why Usability in Documentation?
Your flexi-toothbrush has it!
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iMac vs PC
Your trim computer screen has it!
Why Usability in Documentation?
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Then, Why Not in the Documentation You Create?
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Usability is like oxygen—you never
notice it until it is missing…
Anonymous
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We All Know That! Still…
Documentation Usability Ails!
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Inability to find the “right information” in right time
Lengthy manuals Poor search results Illegible figures Formatting errors No index Issues beyond testing
and review!
Usability Ails… Few Examples
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Usability Ails… Few Examples Nested Pop-ups
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Usability Ails… Few Examples
Language and grammar creates barriers Developer language may not be the user’s language
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Why Documentation Usability Ails?
It’s not assumed to be a part of the basic product.Would you ever
dump this because of poor documentation?
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It needs an extra effort: More resources (time, money… man hours) And, usually, a different approach to be in
the shoes of the user
Why Documentation Usability Ails?
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Why Documentation Usability Ails?
Compared to other aspects of software designing, we have not done enough in studying users and usability
Deadlines
Impress my Manager?
How to deal with
developers?
Tools
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Why Documentation Usability Ails?
We have not justified the cost of enhancing usability (ROI)
?User
Manual
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Why Documentation Usability Ails?
TW – An emerging discipline
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The Need of the Hour is…
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Addressing Documentation Usability
Two-way approach: Defining your approach to address usability Performing usability testing and analysis
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Setting Right Expectations Beforehand
Users are impatient and time pressured varied Users take shortcuts Clean documentation cannot improve messy
systems
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Defining Your Approach to Usability
AvailabilityUsers should be able to find the documentation for usage
SuitabilityWork towards task oriented, modular documents
AccessibilityProviding the information that users need
ReadabilityReduce the effort made in reading
Availability
Suitability
Accessibility
Readability
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Availability
Easily available Available whenever required
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Suitability
Doing audience analysis Identify users + what they need to know - what they already know
Creating task-oriented documentation Generate a list of tasks IBM's "Universal Task Architecture" Small and clear topics
User task matrix
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Accessibility
Anticipate the information that users will want A page laid out like a map
Outline: Conventional vs. modular Define modules: Task matrix becomes list of
topics, sub-topics Multiple ways to use document (TOC, indexes,
and search)
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Readability
Reader should be able to make out what he/she is reading
Function (purpose) of text should dictate its form Replace prose with graphics (action table,
decision trees) Edit the document (word, phrase, sentences)
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Usability Heuristics Techniques
Heuristics: Set of rules to increase the probability of solving a problem
Nielsen’s Ten Heuristics Be easy to search Focus on the user’s task List concrete steps to be carried out Not be too large
Techniques: Chauncey E. Wilson DonnDe Board Vesa Purho TechEd
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Wilson’s Techniques to Evaluate Usability
Provides a list of all-possible techniques that can be used to evaluate usability
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Vesa Purho’s 10 Documentation Heuristics
Majorly qualitative Does not replace careful planning and user-
centered design Best used to derive company-specific statements
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Donn DeBoard’s Heuristics for Online Help
Heuristic checklist based on ISO 9241 standard Based on 5Es to understand users:
Effective Efficient Engaging Error-tolerant Easy-to-learn
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Few Last Words
Usability is not impossible, but: There is a tendency for usability to become a
commodity Usability evolves…
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References
'If We're So Smart, Why Ain't We Rich?‘Journal of Computer Documentation August 1998/Vol. 22, No. 3
Usability and User Experience CommunityAn STC community
Documentation Usability TechniquesChauncey E. Wilson
Is UA in Your QA?Carol M. Barnum
Studying Document Usability: Grasping the NettlesJudith Ramey