Transitioning User Expectations from Feature to Task-Based Information

Subject: Transitioning User Expectations from Feature to Task-Based Information
From: technical -at- theverbalist -dot- com
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Wed, 2 Feb 2005 11:43:28 -0700


So here?s an interesting problem I?ve run into?I?ve been revising our
product docs to be task-based rather than feature-based, but there are
several users, mostly internal (and management), who think about the
product in terms of its features and who are apparently having a hard time
finding information in the new task-based structure. For example, one used
emailed my manger to say that he was looking in the ToC for information on
the Transaction framework, but couldn?t find it. The information was in
the document, but under ?Creating Composite Transactions? which, in the
first sentence explained that you use the Transaction framework to create
composite transactions. Using Search in the PDF returned ?transaction
framework?, but the user was only looking in the ToC.

So, how do you teach old doc users new doc tricks? Given that the
information schema in their head that they are using to look for
information in the doc is about the feature and not about the task, how
can I help them find the information they need in a task-based document.
Can anyone suggest resources?books, web sites, war stories?for
transitioning users to being task-based?
Mandy

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

WEBWORKS FINALDRAFT - EDIT AND REVIEW, REDEFINED
Accelerate the document lifecycle with full online discussions and unique feedback-management capabilities. Unlimited, efficient reviews for Word
and FrameMaker authors. Live, online demo:
http://www.webworks.com/techwr-l

Technical Communication Certificate online - Malaspina-University College, Canada. Online training in technical writing, software (FrameMaker, RoboHelp, Dreamweaver, Acrobat), document & web design, writing manuals, job search. www.pr.mala.bc.ca/tech_comm.htm for details.

---
You are currently subscribed to techwr-l as:
archiver -at- techwr-l -dot- com
To unsubscribe send a blank email to leave-techwr-l-obscured -at- lists -dot- techwr-l -dot- com
Send administrative questions to lisa -at- techwr-l -dot- com -dot- Visit
http://www.techwr-l.com/techwhirl/ for more resources and info.



Previous by Author: Re: Documentation structure
Next by Author: Re: Transitioning User Expectations from Feature to Task-Based Information
Previous by Thread: Re: Documentation by FAQ
Next by Thread: Re: Transitioning User Expectations from Feature to Task-Based Information


What this post helpful? Share it with friends and colleagues:


Sponsored Ads