Re: usability study
My client has asked me to write a usability review of their online help and their paper documentation. So far I have about 40 pages describing all the things that are problematic with the help and the docs. I have been careful to talk about industry standards and why the problems are problems, but because the review focuses on negatives, I fear that the reaction to it will be unpleasant. Even when I mention some aspect of the documentation that is good, it is bracketed by a number of things that are "bad." For example, their paper documentation is quite excellent--well written, well laid out, etc., but there are a number of minor formatting errors, which I list on about six pages with recommendations on how to fix them. At the end of the list, I've written something like "Despite the problems noted above, the paper documentation is excellent--well written, well laid out, etc." Who's going to notice that statement?
I have asked if I can present my findings as a ppt presentation, which would at least allow me to make my points in a less formal and more friendly manner, but I am told that I must submit the review as a document. The more I write, the more I dread the fallout.
What I find interesting in reading through this post is that there is no mention of whether the people who use the documentation actually find it usable. All the good writing and all the pretty formatting in the world is useless if users can't find the information they need, or if that information isn't organized and presented in a way that helps them reach their goals.
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Chuck Martin
User Assistance & Experience Engineer
twriter "at" sonic "dot" net www.writeforyou.com
"I see in your eyes the same fear that would take the heart of me.
The day may come when the courage of Men fail, when we forsake our
friends and break all bonds of fellowship. But it is not this day!
This day, we fight!"
- Aragorn
"All you have to decide is what to do with the time that is given you."
- Gandalf
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