User Manuals

ser manuals are documentation that accompanies various consumer electronics such as televisions,
cellular phones, or gaming consoles. The technical writer must write a manual that a novice (the target
audience) will easily understand. User manuals usually contain: Photographs; disclaimers; numbered
diagrams; sequenced directions; flow charts; a trouble shooting guide; the warranty; and contact
information for the Help Desk or Customer Support. Ideally, the engineers and programmers familiarize
the writer with the product during a site visit in the planning phase.

Software Installation Guides

Computer software must be equipped with documentation to guide the user through the installation
process. Often, the programmers automate the process and the writer just authors alert boxes and the
Read Me file.

Standard Operating Procedures (SOP)

Most organizations have well-defined processes for accomplishing routine tasks. An SOP can document
how to process payroll, hire a new employee, or calculate vacation time. SOPs ensure that multiple people
in the organization can perform the same tasks in an identical manner, so quality is consistent. SOPs help
eliminate favoritism and irregularities. SOPs ensure that co-workers can assume the responsibilities of an
absent, vacationing, or terminated employee with no variation in performance and minimal time lag.

Service Level Agreements (SLA)

An SLA is a binding contract between a provider and a customer. It outlines services, guarantees,
warranties, and other negotiated items between the two parties.

Request for Proposal (RFP)

An RFP is similar to an SLA, in that they both describe future work or services to be accomplished. An
RFP differs from an SLA in that the former is used as a pitch to a potential customer during a bidding
period. Therefore, the RFP is not a binding, concrete agreement.

Legal Disclaimers
A legal disclaimer is also called a hedge clause. It is a statement by the publisher that defines the terms of
service. The publisher attempts to limit its liability in the event of a lawsuit. The publisher wants to be
protected and held harmless if an injury results from the use of the document.

“We will not be liable to you (whether under the law of contract, the law of torts or otherwise) in relation
to this website or the templates for any direct, indirect, special or consequential loss; or for any business
losses, loss of revenue, income, profits or anticipated savings, loss of contracts or business relationships,
loss of reputation or goodwill, or loss or corruption of information or data.”

Company Documents
Most companies have some type of orientation manual for new employees to read and understand.
Orientation manuals usually contain these elements:

 Company's history
 List of services, products, and divisions
 Organization chart outlining the hierarchy
 Map of the facility
 Employee rights and responsibilities
 Dress codes
 Hours of operation
 Rules and regulations
 Disciplinary process
  Policies regarding attendance, accident reporting, vacation, salary, confidentiality, proprietary
information, performance reviews, and sexual harassment
 Job descriptions
 Disaster response plan and safety procedures
 Educational opportunities
 Common forms
 Orientation checklist
 Glossary

Annual Reports
Companies must provide annual reports to inform their shareholders about the prior year's stock
performance and other financial information. Some non-profit organizations also prepare annual reports.
The technical writer spends a great deal of time compiling information and then presenting it in an
attractive and comprehensive manner to shareholders.

Help Files
Help files are necessary for any type of software. The purpose of Help files is to make the user
independent. Remember that Help Desk or Customer Support Staff are very expensive and reduce
company profits. Write the Help file for a novice user with no prior knowledge of the system. Aim at the
Grade 8 level and define technical terms in a glossary. (If this seems like "dumbing down", recall that
John F. Kennedy's most memorable speeches were written for a Grade 8 audience.) Break all procedures
into sequential steps. A procedure should have no more than 10 steps. Take screen shots. Link related
information.