Re: Info vs products

["Peter Ring, PRC" <prc -at- ISA -dot- DKNET -dot- DK>]

I have really enjoyed this discussion, which ends at something very
important one level deeper: the user's needs!

If the product is a mee-too model of a well known type of product,
step-by-step instructions are the important thing to lead the user
through some hard to guess procedures. Example: how to set the time
on your digital wrist-watch. No big need for a lot of "understanding
the background", etc. info here. Just the correct procedures, please.

If it is a product with new special features the users are not
familiar with like a car where the user should understand the basic
of a new safety equipment, information is important. In some cases
it is even enough, e.g. if the function is automatically released by
pushing a button. Or even fully automatic like ABS brakes or
air-bags in a car.

This means, it's NOT an either/or. It is for _each_ manual an
evaluation of the need for product information and the need for
instructions. You also have to decide where to place the info: as a
separate section or integrated with the step-by-step instructions.

Three examples:

I'm currently (for a client) writing new manuals on a series of
telephone voice-responce equipment ("Welcome to Ajax Inc.'s user
service. You are No. - 19 - in the queue!"). Here the sales
department had found out, that more user information, explaining
certain fundamentals about the system, could save them from a lot of
hot-line calls and on-site teaching. The solution was a separate
chapter on the basic working functions of the system + a new split-up
in the models covered by each manual.

I have just completed a service manual for a fire alarm system. Here
the users of the manuals (professional electricians with special
training) knew enough about the basics, so I integrated most of the
- very product specific - info with the step-by-step sub-sections
and with the list of specifications.

A third job was an office loose-leaf binding machine (hot-melt glue
type). Here there were no need at all for "info". If they have bought
it, they know what to use it for, and if not, the images explained it
indirectly. All they need to know is the procedure, incl. how many
sheets it can take per binder, and those two types of info (product
and procedure) is here completely integrated: "Insert max. 100 pcs.
80 g/m2 sheets ..."

So - it's not a global either/or or "I prefer" subject. It's a
careful _case-by-case_ evaluation of ...
- Who are the users?
- What are their background, and consequently their info needs for
  - product design background info? (e.g. to understand warnings and
    application limitations)
  - application info?
  - user instructions?
How can I present the info in the for them most user friendly way?

Greetings from Denmark

Peter Ring
PRC (Peter Ring Consultants)
- specialists in user friendly manuals and audits on manuals.
prc -at- isa -dot- dknet -dot- dk
http://isa.dknet.dk/~prc/index.html
- the "User Friendly Manuals" website with links, bibliography, list
  of prof. associations, and tips for technical writers.

 TECHWR-L (Technical Communication) List Information: To send a message
to 2500+ readers, e-mail to TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU -dot-  Send commands
   to LISTSERV -at- LISTSERV -dot- OKSTATE -dot- EDU (e.g. HELP or SIGNOFF TECHWR-L).
  Search the archives at http://www.documentation.com/  or search and
browse the archives at http://listserv.okstate.edu/archives/techwr-l.html