Professional Documents
Culture Documents
2006, Cognizant Technology Solutions. All Rights Reserved. The information contained herein is subject to change without notice.
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Language Matters
Present information, the way users process information. Provide answers to complex problems. Understand users vocabulary, what does user look up for? Right information, right place, right format, right time.
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Be Persistent
Get the user kick started. Ask the right questions? Force the SME to think you will ask. More questions, more people, more to write.
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Users Stories
Understand the complexity in execution. Avoid task-orientation. User works top-down problem solving method. Become information-engineers. Technical writer is the users designated representative.
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User-centric Approach
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Participation of Writers
Involved from Design Phase Plan content and outline Prototype development Prototype signed off
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Useful Pointers
Adhere to our- style guide. Project leaders and subject matter experts. Approved templates and prototype signed off. Creative thinking and accurate writing. Copy -> paste culture and SMS lingo. Initial effort, commence with blank paper.
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Review Cycle
Read, revisit, rethink and rewrite. Visualize the annoyed user. Peer review. Technical review by developer /author. Customer feedback. Products change rapidly.
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Customer Support
User manual to enhance user productivity. Reduce customer support time, costs, and effort. A good document serves as training material for a new user and a support document for returning users. Conforming to the aforementioned guidelines ensures better information access and usability, reduced support time and improved customer satisfaction.
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Dont Give Up
Change the culture, one small group at a time. Put pictures of real users. Blog your experiences. Capture user experiences on video. Allow users to talk about himself.
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Credits
The key for effective documentationanswering the users real question Michael Albers
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Thank you
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