Using Comics in Technical Documentation

This article of mine got published on the STC Usability Newsletter for October 2007 edition. Please follow the link http://www.stcsig.org/usability/temp_newsletter/0710-Comics.htm

I am also putting it below for an easy referral:

Using Comics in Technical Documentation

By Rajeep Gupta, India Chapter

Introduction

Over the years, I have wondered how end-users view our technical documentation, and have sought ways to make documentation livelier and more engaging. This article is based on the research and feedback I received from a number of user experience designers, usability specialists, product developers and writers, which led me to engage in a dialogue with the users.

How it started

I read an article by Rebecca Sedaca, and titled "Comics - Not Just For Laughs" (http://www.boxesandarrows.com/view/comics-not-just-for). The article described how she engaged readers by using comics to communicate concepts and encourage ecommerce. Her ultimate objective was to use comics as a communication medium where complex thoughts are broken down into a simpler communication style, and targeted at various audiences. I came away with the thought that a medium like comics could help us simplify the communication of complex technical topics, and engage the user at time with a 'fun' factor.

Why I liked this approach

Many people believe that technical documentation cannot possibly be made interesting, let alone fun. Most printed technical documentation sits on shelves, often untouched for months or years at a time, and only read when the need arises. Perhaps a new method of communication could make documentation more interesting. I decided to try my hand at this technique. I first considered a chat messenger, and decided to come up with some help files.

Which are the various technical documents deliverables to have comics

I think comics could be handy when you are delivering a safety manual for pilots or passengers. Instead of capturing information points by points in a text, use comics to display the information. In addition, in cases wherein you are writing a manual for a mechanical product, we can use the comics to display the complexities. A user guide or an online help can have comics embedded in it.

Why is it a bad thought?

If you believe the premise that comics can increase the use and usability of technical documentation, it is important to note that there are limits to their usefulness, which may include:

Comics and cartoon actions and characters can be interpreted in different ways. What may seem creative to the writer could be offensive or upsetting to the reader.
A lot of thought must be put into every aspect of the comic. For example, the way the character looks and dialogue will be viewed differently by different readers. You must make an effort to ensure all types of readers will come away with the message you intend.

It is easier and less expensive to fix problems with text than with cartoons, which are drawn graphics.

Children are much more comfortable with comics than adults. Adults are typically engaged only by clever or witty comics. In trying to make the comics appealing, you do not want to sacrifice informational content. Even if you develop an informative cartoon, an adult reader may find it distracting or intrusive, rather than informative.

When viewed for the second or third time, a comic may lose its charm. If a user wants to refer to the technical document again, the comic may be less engaging than when initially seen.

Printing costs may increase if you use color in your comics, or if they add significantly to page count.

Translation of graphics costs more than text translation, and accommodating cultural differences may require redrawing of a comic.

Suggestions

I spoke to a few professionals and here's what they suggested:

Analyze the interaction between the audience, the content, and the drawing. Because a cartoon may trivialize the material, you must assess whether and where comics can contribute to the documentation at hand. This could be accomplished when the technical writers perform a documentation analysis before they begin writing the first draft.

The panel structure of comic art is a nice way to show a sequence of actions, because the time concept is built into the design pattern. Using a non-realistic style also allows the artist/writer to over-emphasize critical details or adjust the "view" to make small details easier to see.

Comics might also be an effective way to engage readers who might not typically turn to a book for instruction. An example could be cited of the United States Army using "comic books" for manuals for heavy equipment, and as well as ease of communicating "service bulletins" to the mechanics in the maintenance departments.

As with so many aspects of user experience, the critical factor here is to understand the users and their context of use, and to make design decisions to enhance usability (for the appropriate people, in their context, to meet their goals).

An in-depth understanding of the culture must be mapped to the technical documentation effort on an ongoing basis. This is one of the critical factors in ensuring successful use of comics.

Anything that reduces cognitive overhead in communication is welcome. Whatever the medium, usability testing on the deliverables is recommended.

Conclusion

I am developing help files that use comics as an interactive medium. When finished, I will forward it to my colleagues for their feedback. Using comics as an enhancement to technical documentation is worth considering. The more experience people have with this technique, the better they will understand how and where comics can best be used.