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Writing Documentation & Training Materials

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Writing Documentation & Training Materials Writing Documentation & Training Materials Presentation Transcript

  • Writing Documentation & Training Materials Nikki Massaro Kauffman
  • Overview
    • Virtues of Delegation
    • Documentation Step-By-Step
    • Sample Style Guide
    • Screen Captures & Screencasts
    • Reviewing Your Work
    • Teaching Them to Fish
  • Overview
    • Virtues of Delegation
    • Documentation Step-By-Step
    • Sample Style Guide
    • Screen Captures & Screencasts
    • Reviewing Your Work
    • Teaching Them to Fish
  • Virtues of Delegation
    • What are some strategies for keeping up with documentation when resources are limited and technology is constantly changing?
    Photo Credit: Little Prince and Katamari by bdjsb7
  • Virtues of Delegation
    • Should we delegate?
    • Can we move from content producers to content reviewers?
    Photo Credit: Little Prince and Katamari by bdjsb7
  • Virtues of Delegation
    • Do we have a permissions structure to support our documentation needs?
    Viewed By Edited By Our Team Our Team Our Academic Unit Our Academic Unit The University The University Other Academic Institutions Other Academic Institutions The Public The Public
  • Virtues of Delegation
    • 1-on-1 does not scale
    • If you have to answer it once, save yourself from answering it again.
    • People learn best by teaching others; make someone else document.
    • You can check their understanding by editing.
  • Overview
    • Virtues of Delegation
    • Documentation Step-By-Step
    • Sample Style Guide
    • Screen Captures & Screencasts
    • Reviewing Your Work
    • Teaching Them to Fish
  • Step-By-Step
    • Document steps/actions in order .
  • Step-By-Step
    • Document every step/action.
  • Step-By-Step
    • Answer the following with each step:
      • Where am I?
      • What should I do?
      • What will happen?
  • Step-By-Step
    • Keep the steps short and simple. Use right arrows (->).
  • Step-By-Step
    • Use the language that the application uses for its menus, tools, etc., but avoid jargon.
    Jargon Monoxide
  • Step-By-Step
    • Don’t assume your audience is reading sequentially from beginning to end.
  • Overview
    • Virtues of Delegation
    • Documentation Step-By-Step
    • Sample Style Guide
    • Screen Captures & Screencasts
    • Reviewing Your Work
    • Teaching Them to Fish
  • Sample Style Guide
    • Use bold font, as in V .
  • Sample Style Guide
    • Abbreviate with all capital letters and no period, as in CTRL or ALT .
  • Sample Style Guide
    • Use a plus sign (+) for keys held together, as in CTRL+ALT+DEL or CTRL+V .
  • Sample Style Guide
    • Any item user can select should appear in bold font .
  • Sample Style Guide
    • Any text a user must type should be in a fixed-width font .
  • Sample Style Guide
    • Any text that varies based on the user's personal situation should be italicized , as in " abc123 " for " userid ".
  • Sample Style Guide
    • New terms can appear in bold font the first time they are used.
  • Sample Style Guide
    • Right arrows(->) can be used as shorthand for a complex series of steps, as in “File->Print...”
  • Sample Style Guide
    • A reference to a word itself can be italicized to avoid the eye strain of too many quotation marks.
  • Overview
    • Virtues of Delegation
    • Documentation Step-By-Step
    • Sample Style Guide
    • Screen Captures & Screencasts
    • Reviewing Your Work
    • Teaching Them to Fish
  • Screen Captures & Screencasts
    • Capture key steps, but don't overdo it.
  • Screen Captures & Screencasts
    • Capture key steps, but don't overdo it.
      • Print Screen captures entire screen.
      • ALT+Print Screen captures selected window.
  • Screen Captures & Screencasts
    • Capture images of icons that have no name.
  • Screen Captures & Screencasts
    • Create written documentation before creating screencasts.
  • Screen Captures & Screencasts
    • Consider a style guide for screencasts.
  • Overview
    • Virtues of Delegation
    • Documentation Step-By-Step
    • Sample Style Guide
    • Screen Captures & Screencasts
    • Reviewing Your Work
    • Teaching Them to Fish
  • Reviewing Your Work
    • Find a peer as a proofreader.
    • Find a technical expert for accuracy.
    • Find a user or two for simplicity.
  • Overview
    • Virtues of Delegation
    • Documentation Step-By-Step
    • Sample Style Guide
    • Screen Captures & Screencasts
    • Reviewing Your Work
    • Teaching Them to Fish
  • Teaching Them to Fish
    • Responding to IT support requests…
    • Search for a documented answer.
    • If it’s out there, send link to documentation & explanation of how to find it by searching.
    • If it’s not, take the time to document it first & then send link, or respond & then document your response later.
  • Teaching Them to Fish
    • It develops and maintains knowledge base documentation.
    • It ensures a consistent party-line answer.
    • It saves support staff the redundant effort of providing an answer if one is already out there.
    • It’s a subtle way to show user how to search for answers within the knowledge base.
    Photo Credit: Fishing Harbour in Setubal by fotografar
  • For More Information…
    • http://tinyurl.com/chroniclehelpdesks
    • http://tinyurl.com/edugurucosmos
    • http://tinyurl.com/edugurufish
    • http://tinyurl.com/edugurukbfail
    • https://wikispaces.psu.edu/display/training
  • Questions?