Accommodating Active Learners in Software Documentation Decisions  

Recent research focusing on a minimalist approach to computer software documentation has explored ways to design computer software tutorials and workbooks for users with an active learning style. The principles of minimalism and active learning styles, however, are less frequently applied to traditional reference manuals. This paper reviews several elements of minimalism and suggests ways to apply strategies for active learners to traditional reference manuals.

Smart, Karl L. STC Proceedings (1993). Articles>Documentation>Instructional Design>Software

Review: Assessing Quality Documents    

In recent years, an emphasis on quality has emerged in a variety of organizations and in several fields, including technical documentation. Producing Quality Technical Information (PQTI) was one of the first comprehensive discussions of the quality of documentation. An important contribution of the book is in identifying quality as multiple, measurable dimensions that can be defined and measured (previous views of quality identified it more as some elusive thing that could be identified if present but was difficult to articulate and describe). Despite its contributions to the quality discussion, PQTI runs the risk of simplifying the quality process, reducing quality to a simple checklist that information developers can use to develop effective documentation. PQTI fails to address the fluid nature of some aspects of quality: some dimensions that are important in assessing one document may be less important or irrelevant with other documents. Additionally, PQTI falls short of accounting for the larger contextual framing of documents--that the importance of individual dimensions of quality changes depending upon the audience, context, and purpose of the document.This commentary suggests that all quality efforts should be grounded in customer data and user-centered design processes, and that we should learn to better differentiate among quality dimensions, determining those dimensions that are essential to customer satisfaction and those that are merely attractive. Through increased attention to developing the quality of information, organizations can better differentiate their products and services, facilitate greater productivity, and increase customer satisfactions, all significant activities in an increasingly competitive marketplace.

Smart, Karl L. Journal of Computer Documentation (2002). Articles>Reviews>Documentation

Assessing Web Site Quality  

Lists several questions to pose when evaluating a Web site's form and content.

Smart, Karl L. Intercom (2000). Design>Web Design>Assessment

Building Quality Web Sites  

Identifies the characteristics of poorly constructed Web sites.

Smart, Karl L. Intercom (2001). Design>Web Design

Communication in Cross-Functional Teams: An Introduction to This Special Issue    

The importance of teams has grown during the past decades as increasing numbers of organizations have turned to collaborative models of work. The emphasis on 'cross-functional' reflects the growing complexity of today's work, where no single individual or job function possesses sufficient knowledge or skill for developing or maintaining innovative products and services. One of the biggest challenges of teams is developing patterns of effective communication. As with all processes and practices in the workplace, communication within cross-functional teams must be examined, discussed, and taught explicitly for such teams to succeed. The articles in this issue provide insights into the communication challenges facing individuals working in teams in today's workplace. In addition, the issue discusses a variety of tools and techniques for improving communication and efficiency within teams and the quality of work produced.

Smart, Karl L. and Carol M. Barnum, eds. Technical Communication Online (2000). Articles>Communication>Collaboration

Designing Quality Customer Experiences  

Lists eight principles for designing memorable customer experiences.

Smart, Karl L. Intercom (2002). Design>User Centered Design

The Importance of the Quality Culture  

Cameron discusses the effects of three models of quality cultures in American and European corporations: error detection cultures, error prevention cultures, and creative quality cultures.

Smart, Karl L. Intercom (2001). Careers>Workplace>Quality

International Considerations in Creating Computer Documentation  

In creating computer software manuals, international users have become an important factor in design decisions. This paper discusses several issues and strategies useful in creating documentation with an international audience in mind.

Smart, Karl L. and Robert Bringhurst. STC Proceedings (1993). Articles>Documentation>Technology>International

Moving Documentation Online: Challenges and Opportunities  

This panel explores the challenges faced both by computer companies and by their customers with the accelerating movement of putting documentation online. Panel participants will give their individual perspectives, followed by a discussion with the audience concerning the issues involved.

Smart, Karl L. STC Proceedings (1995). Articles>Documentation>Online

Quality and the Consumer Experience: Methods of Collecting Data  

Smart reviews several user-centered methods technical communicators can use to gather information for designing and improving customers' experience with documentation.

Smart, Karl L. Intercom (2002). Articles>User Centered Design>Methods

Quality PIC Progression: What Technical Communicators Want to Know About Quality  

This progression is sponsored by the STC Quality Professional Interest Committee. Each subgroup within the Quality PIC is sponsoring a discussion table, with additional topics of special interest to technical communicators. These topics have been selected based on their timeliness and practical value to practicing technical communicators.

Fisher, Lori H., Connie 'CJ.' Bibus, Laura J. Cinat, William D. Gearhart, Kathleen J. Hansen, Donald S. Lenk, Jr., David Robbins, Karl L. Smart, Thomas A. Vallar Susanne Warren and Diane L. Whitmer. STC Proceedings (1996). Articles>TC>Quality

Quality Resources on the Web  

Karl Smart highlights several Web sites about quality and quality issues that technical communicators may want to browse.

Smart, Karl L. Intercom (2000). Articles>Information Design>Quality>Assessment

Recognizing Quality Achievement  

Smart summarizes the history and purpose of the Malcolm Baldridge Award. Given annually by the National Institute for Standards and Technology, the Baldridge Award recognizes companies that show an organization-wide concern for improving quality.

Smart, Karl L. Intercom (2001). Articles>TC>Quality

Using Customer Data to Drive Documentation Design Decisions    

This article shows how user-centered design can be applied to documentation and reports the results of a two-year contextual design study. The article (1) demonstrates how contextualdesign can be applied to information and (2) reports some of the study's results,outlining key insights gleaned about users. The study found that users vary widely intheir information needs and preferences. Users employ a variety of learning strategies inlearning new software and in overcoming problems encountered within applications.Documentation can better meet variances in learning styles and user preferences whentightly integrated into applications, accessible in the user's own language. Additionally,documentation is most beneficial when several assistance options exist for users tochoose among, varying according to context, task, and user need. Finally, the article discussesthe constraints that affect the implementation of design ideas and explores implicationsfor practice and additional research.

Smart, Karl L. and Matthew E. Whiting. Journal of Business and Technical Communication (2002). Articles>Documentation>User Centered Design