Points on Documentation Survey

Hi Francis,

At the outset, an excellent chance to do something new out here!

Though I ain't in a position to disclose the Questionnaire (client policies and all), I will share my experiences. I had a chance of revamping the entire documentation for a particular XYZ client.
The first thing is that while I understand you are potboling with enthusiasm to be creative and come out with a new structure, please do not be in a hurry. If time permits, do an analysis of the existing manual; list out all the documentation issues in an excel sheet and try to figure out the possible alternatives to it.

Now, when you are done with that, try to chalk out in a piece of paper as what is MISSING in the document? If possible, have a coffee talk to your fellow mates, clients and end-users (if possible). If not, never mind. I suggest you to look into the customer support emails.

I am sure, there are documentation issues, which might be relevant in terms of language, structure etc of the document. Take this factors into consideration before you start with your new draft.

Create a list comprising of three sections- Major, Minor and Critical and correspondingly departments under which it should go. If there are technical documentation inaccuracy, which is major, the issue should be sorted out by the documentation team, in that case it is you.

If there are incorrect steps documented, which may lead to a wrong action on the part of the user-say an installation step, the issue is critical. If there is some mismatch with the GUI buttons failing to work and all, you need to get in touch with the development or design group. At the end, try to look out possible alternatives and come out with a solution and resolve the matter.

Try to also conduct out a test in the team itself of how users read the documentation. You will get a good idea of the readability of the documentation.

I don't know, but you can perhaps look to explain the features in a new manner-- how about creating a demo, identifying the unique features of the product.Also add a few quzzies in the note and provide feedback in the form of correct or incorrect messages. Always try to get the users in action.

My two cents
Regards Rajdeep


---------[ Received Mail Content ]----------
Subject : [twin] Documentation surveys
Date : Tue, 22 May 2007 19:06:30 +0530
From : "Francis Anthony"

Hi:

I'm starting out on a new documentation project whose content needs to be completely overhauled. I figured that the best way to go about overhauling existing documentation would be to understand:


* What is it that users found lacking in the status quo, and
* What is it that users would like to see in the revamped
documentation


To this end, I will be conducting a scientific survey of the documentation. Has any one undertaken a similar effort previously? If so, I'm interested in hearing from them about their experiences. Broad tips on how they went about it, how much time was spent in the effort,
what kind of questions formed part of the questionnaire, etc. would be greatly helpful.

Please feel free to write to me and to the group, if you like, to share your experiences and insights.



Any and all information would be much appreciated.


Many thanks,
Francis