Designing and Writing to Reduce User Errors

A vast majority of documents (I consider print and online as documentation) often works to define the optimized error-free method of performing a task and provides a user with a straightforward solution. However, the user expects documentation to help solve problems and address errors. Thus, attention must be paid to potential problems users can have and how to correct them. Errors have different causes; the information designer should understand the potential types of errors since properly addressing each type requires a different approach in the design and documentation.

Albers, Michael J. WritersUA (2004). Articles>Writing>Technical Writing>Usability

How to Write a Report Without Getting Lynched

You put forth your best effort to explain to the stupid sods exactly how and where they screwed up, then they have the temerity to not appreciate your fine efforts. Here's how to write a report that will cause change, instead of uproar.

Tognazzini, Bruce. Nielsen Norman Group (2001). Articles>Usability>Reports>Technical Writing

A Structured Process for Transforming Usability Data into Usability Information  

Much research has been devoted to developing usability evaluation methods that are used in evaluating interaction designs. More recently, however, research has shifted away from evaluation methods and comparisons of evaluation methods to issues of how to use the raw usability data generated by these methods. Associated with this focus is the assumption that the transformation of the raw usability data into usability information is relatively straightforward. We would argue that this assumption is incorrect, especially for novice usability practitioners. In this article, we present a structured process for transforming raw usability data into usability information that is based on a new way of thinking about usability problem data. The results of a study of this structured process indicate that it helps improve the effectiveness of novice usability practitioners.

Howarth, Jonathan, Terence S. Andre and Rex Hartson. Journal of Usability Studies (2007). Articles>Usability>Reports>Technical Writing

Technisch Schrijvers Schuwen Onderzoek: Toch Kunnen Onderzoeksresultaten Praktisch Toepasbaar Zijn  

This article, which appeared in the Dutch journal Tekst[blad], describes four recent studies that are relevant to help developers, and suggests how help developers can use the knowledge gained from those studies to improve the performance support systems they build.

Hayhoe, George F. Tekst[blad] (2000). (Dutch) Articles>Documentation>Usability>Technical Writing

Transitioning from Technical Writing into Usability

In this podcast, I talk with Theresa Putkey, a usability consultant in Vancouver, about how she transitioned from technical writing into usability.

Johnson, Tom H. and Theresa Putkey. Tech Writer Voices (2008). Articles>Usability>Technical Writing>Podcasts

You Talking to Me?: Usability for Global Audiences on a Shoestring Budget  

For inexpensive usability, plan for content adaptation, presentation, access and feedback.

Bailie, Rahel Anne. STC Region 7 Proceedings (2003). Articles>Usability>Technical Writing>Localization

Don't Let Your Product's Features Become Expensive Flaws

Your product's unexplained features can turn into costly flaws. This article describes three real-world products with just such "features." It presents ways you can prevent these feature-to-flaw conversions by improving the User Documentation for your products.

Great Technical Writing (2008). Articles>Documentation>Usability>Technical Writing

The User is King

An average internet-banking user of this bank would be an Indian whose primary language, either at school or at home, was not and is not English. Such a person would not even notice the errors I’ve marked. Such a person would find the text totally comprehensible, unambiguous, and useful - though a tad incomplete because it answers only about four questions and doesn’t even address the how-to of the options provided by the internet-banking facility.

Info Developer (2008). Articles>Usability>Technical Writing>India

Finding Information in Documentation

Finding information in documentation is easy. Or is it? This blog post argues that there's no universal solution, and that each document and each delivery method offers challenges and requires a slightly different solution.

Nesbitt, Scott. DMN Communications (2009). Articles>Documentation>Usability>Technical Writing

Change Your Writing Style to Make Documentation More Usable and User-Friendly

When the subjects of usability and user friendliness in relation to documentation are broached, writing isn’t often the first thing that comes to mind. But it should be.

Nesbitt, Scott. DMN Communications (2009). Articles>Documentation>Technical Writing>Usability