New Technical Writer The Four Dimensions Of Your User Reader

New Technical Writer The Four Dimensions Of Your User Reader



OVERVIEW

To create an​ effective User Document, the writer must know who he/she is​ writing for. This article presents four dimensions (Skills, Attitude, Knowledge and Experience) for describing the User of​ your product (your Documentation Reader), and how to​ build a​ Persona that turns your generic User into an​ almost-real person. The article stresses the need to​ actually USE this information when structuring and writing your User Document.

GETTING INFORMATION ABOUT YOUR USER

The marketing department or​ product development team should be able to​ tell you who the intended User of​ the product is. (If they cannot, then the product is​ in​ big trouble.) Ask them to​ provide you with a​ complete description of​ the User. Ask them if​ their description can be make less strict (requiring fewer skills, ect.) and thus be applicable for a​ wider audience. Ask them how sure they are of​ their intended Users.

Ask them if​ they created a​ "Persona" (see below) to​ design the product. if​ so, ask them for the description of​ that Persona.

We will use this information to​ analyze your User in​ four dimensions. We will then re-build the ideal User into an​ almost-real person, who you can use to​ help design and write your User Document.

Timing: My estimate is​ that if​ the communication paths between you and the marketing and development teams are effective, then you should be able to​ complete this series of​ steps in​ a​ few hours spread over several days. This description of​ your User/Reader is​ an​ essential element in​ structuring and writing your User Document.

THE FOUR DIMENSIONS of​ YOUR USER (Reader of​ your Document)

Four dimensions define your User/Reader. These dimensions are:

* Skills

What skills do you assume that your Reader must have in​ order to​ understand your User Document? (These are the skills that you assume that they have when they START to​ read your User Document... not the ones that you will teach them in​ the User Document.)

In a​ classic example of​ failure, a​ company that taught software programming did not specify that its students had to​ know how to​ use a​ particular computer word processor. as​ a​ result, students spent 80% of​ the class time learning how to​ use the word processor, rather than learning to​ write programs. The class was a​ failure.

List the skills that you expect your Reader to​ have.

* Attitude

Your Reader's attitude is​ almost always a​ combination of​ anger (impatience at​ having to​ read this stuff instead of​ using the product), and fear (something is​ not working the way your Reader expects it​ to). Write with compassion for your Reader. Are there other attitudes that may affect how your Reader uses the product and your documentation?

* Knowledge

What information do you expect the Reader to​ have when they read your User Document? is​ there something that you expect your readers to​ understand or​ to​ have to​ figure out for themselves? if​ there are such items, then you should tell your Reader where to​ get the needed background information.

* Experience

Skills plus practice, yields experience. Are there any experiences that you expect your Readers to​ have, so that they can understand how to​ use the product or​ understand what you are writing? BEWARE of​ your Readers' experiences that may negatively affect how they use your product. One example is​ a​ product that radically changes the way that the User currently does things. Devote some space in​ your User Document to​ overcoming these problematic experiences.

WRITE FOR THE SAKE of​ YOUR READER

These four dimensions spell out the word "SAKE." This reminds us to​ write for the SAKE of​ our Readers. You use these four dimensions when generating the topics for your User Document, as​ well as​ reviewing the material that you have written. These are topics for other articles in​ this "New Technical Writer" series.

Make sure that you tell your Reader about any SAKE assumptions that you make about them. Thus if​ you assume them to​ have a​ special skill, such as​ "welding steel" then tell them your assumption early in​ the User Document. if​ possible, tell them where they can get the background SAKE items that they might need. For example, if​ you assumed that your Reader has the skill to​ identify a​ certain bird, then tell them were to​ learn to​ identify that bird (perhaps with a​ link or​ reference to​ a​ birding authority).

You want to​ avoid situations like the one in​ the example above: the unstated requirement for knowing a​ specific word processor that ruined a​ programming class. is​ the assumption that everybody knew how to​ use that esoteric word processor a​ reasonable one? The course developers should have checked with their sales department, since they sold the course to​ students who could not possibly have known about that esoteric word processor.

You really must clearly state (early in​ your User Document) any out of​ the ordinary assumptions that you make about your Reader.

YOUR READER as​ a​ REAL PERSON

From the SAKE dimensions, and from the descriptions of​ the typical User of​ the product that you got from the marketing or​ development teams, you will create a​ real-as-possible person to​ represent your typical User. Such a​ representation is​ called a​ Persona in​ the product development industry. The Persona is​ also your User Document Reader.

If the marketing and development teams use a​ Persona, and they provided a​ description to​ you, then use their Persona. You may have to​ add some description to​ it.

If you have to​ create a​ Persona, follow these steps (overview):

1. Imagine the generic User of​ your product.

2. Focus on this User. Describe the User. Think about his/her background, education, family, hobbies, interests. The goal is​ to​ make your generic User as​ tangible as​ possible.

3. Perhaps give the User a​ name, and even spend a​ minute or​ two to​ find a​ photograph of​ this Persona.

4. Evaluate for yourself if​ this Persona is​ a​ good representation of​ the User. Make changes as​ necessary.

Think about how the Persona got your product (for example, did they purchase it, did it​ come bundled with some other product, was it​ a​ gift, etc.). Think about what they are most likely to​ want to​ do with your product.

Later we will use the Persona to​ help define the topics of​ the User Document, and to​ help you write the actual text.

CHECK

Once you have generated the SAKE items and the Persona, write them out, and let members of​ the product and marketing teams check them for accuracy. "Accuracy" means "how closely your Persona coincides with their (product and marketing teams) view of​ the product's User." Discuss these points and make modifications as​ needed.

USING YOUR READER

Unfortunately most courses and books about technical writing stop here in​ their instructions about "knowing your Reader." These courses and books expect you simply to​ keep your Reader in​ mind when you write.

But you can and should do much more with the description of​ your Reader. The Persona will help you structure the information in​ the overall User Document; it​ will also help you write each of​ the topics.

The SAKE dimensions will help you as​ you revise your writing. Here the SAKE dimensions will

* help you avoid using language your Reader might not understand, and

* help you avoid jumps in​ your writing that your Reader will not be able to​ make.

Other articles in​ the "New Technical Writer" series will describe how to​ use your Persona and SAKE dimensions to​ design and write your User Document. See the "Resources" or​ "Author Information" section of​ this article to​ find links to​ related articles.




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