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Subject:RE: These users have us stumped! From:"William Turner" <whturner -at- earthlink -dot- net> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Fri, 25 Oct 2002 17:58:15 -0700
The Centigram (now part of SS8) solution for addressing a range of
technical literacy contained these components -- book preambles and
appendixes and courses:
* Preambles: I put a preamble in each book stating what our assumptions
were about the technical literacy of the audience, and I listed sources of
remediation. I also explained my use of words and formatting in
instructions.
* Appendixes: Appendixes are good places to put remedial material. For
example, for several years after the introduction of each version of
Windows, the end-user guides included an appendix with an explanation of
the most relevant features of the current version of Windows. The appendix
for Windows 3.1 explained how to use a mouse.
* Training: The Centigram approach to educating disparate users is a
challenge-based training series. To be a certified installer or
administrator, you must pass certain courses. To get into those courses,
you must pass pre-qualification exams. If you don't pass, you must first
pass remedial courses. Because I knew that my audience of certified
installers and administrators had that education, I could target my writing
to that education level.
--- Will Turner
--- whturner -at- earthlink -dot- net
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