Re: Why We Need Good Software Manuals

[CARYN_RIZELL -at- HP-ROSEVILLE-OM2 -dot- OM -dot- HP -dot- COM]

     I'm glad this topic has come up.  I recently received a call from a=
 =

     field rep for our products, and his question was "Why isn't there a=
 =

     manual?"  (All our documentation for the product is online, except =
for =

     the installation instructions.)
     =

     I have always been a proponent of minimalist documentation.  Big =

     manuals intimidate me.  I don't have time to read manuals unless I =


     want to solve a problem.  I figure if the manual is huge, the produ=
ct =

     is probably not very intuitive.
     =

     Yet, there are some times that I desire a manual.  If I want to =

     research an issue I probably want the manual.  Reference material i=
s =

     best left in a manual.
     =

     I disagree that the answer is to provide everything in both places.=
  =

     There are certain topics more suited to online, just as there are =

     topics more suited to manuals.  It is our task to discover what the=
se =

     are by asking the user.
     =

     Instead of throwing everything at them, maybe we should first ask t=
he =

     following questions:  1)  is the topic even useful to the user  2) =
in =

     what format should this topic be presented

Our real task is not whether we should provide everything in a manual or=
 online,
but determining what topics the user even wants to see explained.

Just my 2 cents!

Caryn Rizell
Learning Products Engineer
Hewlett-Packard

______________________________ Reply Separator _________________________=
________
Subject: Re: Why We Need Good Software Manuals
Author:  Non-HP-TECHWR-L (TECHWR-L -at- listserv -dot- okstate -dot- edu) at HP-Roseville=
,mimegw3
Date:    1/22/96 6:38 AM


I firmly believe that both the online help and the manual should be as =

thorough and comprehensive as possible and that they both should contain=
 =

essentially the same information. I also believe that both should contai=
n =

both task-based and reference data. IMO, anything less than that is a =

disservice to the user. Some users are more comfortable with online help=
, =

others are more comfortable with paper documents. We should be providing=
 =

documentation for the end user in a form that he or she is comfortable =

using. It may cost a bit more, but I think those costs are offset by =

goodwill from satisfied customers.