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I've interviewed SMEs to write training manuals and to prepare training
documentation, like handouts and PowerPoint presentations. I had no
familiarity with the processes that I documented and I did not perform
the training. My first step in developing such documentation is to
learn about the audience and my usual first question concerns the
education level of the users. I also learn the audience's experience
level with the product and their understanding of product terms that I
define in a glossary.
I write for a generic audience of appropriate education level and
product experience for whatever I am documenting. People with less
education require simpler documentation and people with less experience
require more explanation, while documentation for more educated and
experienced people becomes more compact.
"Prettying up" documentation never really produces high-quality content,
since non-writers frequently produce documentation that is too specific
or vague for a varied audience.
Lauren
Margaret Alston wrote:
> Hi all:
>
> At my last 3 jobs, the trainers themselves wrote the training guides and the Documentation dept reviewed and prettied them up. At this job, I am told that I am responsible for writing up all the procedures as well. I don't go out and train, I can only just look at the software and write the routines, which is fine but I don't know business processes and am not close to the clients, obviously. I would think being close to the clients makes for more 'real" training.
>
> Can anyone comment on this? What do you think is ideal? What are your company experiences?
>
> Thanks
> J
>
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