Evaluating the Effect of Iconic Linkage on the Usability of Software User Guides    

This study investigates whether Iconic Linkage--the use of the identical wording to present the same information recurring in a text--can improve the usability of user guides. Iconic Linkage is a writing strategy that potentially allows users to work more quickly and effectively and which promotes better retention of information. The usefulness of Iconic Linkage was tested in a laboratory-based usability study that combined: 1) objective task-based evaluation; and 2) users' subjective evaluations of a software program used in recording parliamentary debates. A post-test survey designed to test subjects' retention of information contained in the user guides was also administered. The study shows that Iconic Linkage significantly improved usability of the user guide: in all tasks, subjects worked more effectively and made fewer mistakes; while in the three timed tasks, subjects completed the tasks much more quickly. Subjects also gave higher ratings for the software and their retention of information was noticeably improved.

Byrne, Jody. Journal of Technical Writing and Communication (2005). Articles>Documentation>Software>Usability

From Good to Great—: The Finer Points of Writing User Documentation  

A few years ago, the NeXT user publications group was handed a charter to create casual books with personality. We were also told to condense the user documentation for an entire operating system and several bundled applications into 300 pages. And of course we had the top priority of creating accurate, complete, and easy-to-use documentation. To our delight, these goals ended up being mutually compatible. The keys? Task orientation, flat hierarchy, carefully crafted page design, illustration, and a casual, intelligent tone. We also broke some 'rules'! (Caution: Some of the following material may seem radical to seasoned traditionalists.)

Casabona, Helen. STC Proceedings (1995). Articles>Documentation>Software>Usability

Software Usability and Documentation

This article shows how a user-centred approach to software design can reduce the requirement for documentation. It lists Jakob Nielsen's usability heuristics, and for each one, shows how following the heuristic can reduce the requirement for user documentation.

Unwalla, Mike. TechScribe (2003). Articles>Documentation>Software>Usability