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I use a lot of real world examples and scenarios in my Eclipse Operations Guide. Eclipse is a relational database product for publishers. Because my users are readers, engaging them with "story" type examples of how to accomplish their tasks has proven very effective.
In fact, customers have approached my manager, who authors the Installation, Setups, and Configuration Guide to "include more real world examples to help us execute an exceptionally complex installation process." This is in direct response to the positive experiences users have had with the Operations Guide examples.
>>> Kim Nylander <nylanderk -at- IPIX -dot- COM> 04/27 7:41 AM >>>
On 4/27/1999 8:36 AM, Justin Soles said:
>I'm curious as to whether anyone is taking or has taken this approach to
>technical writing. If so, how did you do it and what was the result? Reply
>onlist of off, your choice.
In my spare time, I write fiction. My tech writing supports my other
passions, so techniques I've learned from tech writing influence my
fiction, and vice versa. Like you said, it is a matter of engaging the
readers, presenting the problem, and ultimately, the solution. The same
is true in fiction.
I try to figure out a new user's approach to a software product by
looking at it from his or her point of view, "in character." I research
my "character" by talking to the sales people and learning the customer's
level of computer knowledge, educational background, profession, etc.
This influences how the documentation is written, and at what level. I
document imaging software: a manual for a photographer would be different
than one for real estate agents.
Technical Support personnel usually explain the conflicts--and the
resolutions.
I'll be interested to see the other responses. Very interesting question.
Regards,
Kim Nylander
Technical Writer
Interactive Pictures
Oak Ridge, TN 37830
(423) 482-3000
