The Design of World Wide Web Home Pages: Using Visuals to Establish Organizational Ethos  

The World Wide Web presents information developers with the task of designing texts that will be accessed by multiple, global audiences. At the same time, Web technology presents developers with new design constraints. Therefore, Web text development warrants new design considerations. This paper presents an approach based on the rhetorical concept of ethos. Four visual design considerations—page grid, graphic files, icons, and text structure—are reviewed based on how decisions about each convey the ethos of the organization.

Hunt, Kevin. STC Proceedings (1995). Design>Web Design>Graphic Design>Visual Rhetoric

Design Once: Use Again and Again and Again…  

You can either do it over and over again; or, you can design it once and use it again and again. The decision to create reusable learning modules need not be an expensive one. It just requires modular design.

Horton, William K. III. STC Proceedings (1998). Articles>Education>Instructional Design>Online

Design Principles for Multi-Window Online Information Systems  

The proliferation of online information complicates information retrieval for users, who must first learn to use the information system itself. Multi-window online information systems compound this problem further by complicating an already-unfamiliar interface. However, research and practical experience suggest some design principles that can help to maximize the benefits of a multi-window system.

Berry, Robert R. and Michelle Corbin Nichols. STC Proceedings (1996). Design>Human Computer Interaction

Design Success Through User Research and Iterative Testing  

Intuit was faced with serious usability problems causing high support call volumes for one of its major payroll software products. Improving training and online help did not solve these usability problems. Results from research techniques such as usability studies and customer site visits supported a software interface redesign that raised performance as much as from 13% to 89% success for customers' most critical tasks (for novice users with no training). This paper describes how several different strategies combined to yield design success: using multiple data gathering techniques to converge on an understanding of customers' problems and details of software redesign, iteratively prototyping and testing until performance reached desired levels, and using diverse sources for design suggestions. Applicability of these strategies to other projects will be emphasized.

Petrick, M. Susan and Mark Keavney. STC Proceedings (2005). Design>User Centered Design>Audience Analysis

Design, Technology, and Collaboration: A Case Study in Internet Publishing  

This case study presents the process and procedures involved in migrating print documents (technical documentation, newsletters, brochures, white papers, etc.) to the Internet. Included is a discussion of how print prototypes were developed, the online 'translation' of information structures ,as well as the selection and training of the business unit’s web team, and the role of the project leader. Issues like 'designing for maintenance,' management support, and technological benefits and constraints are highlighted.

Eiler, Mary Ann. STC Proceedings (2001). Articles>Publishing>Online

Designing a Hypermedia Program: Early Planning Stages  

The personal computer has had a significant impact on the delivery of educational material. Hypermedia systems give students the ability to explore concepts in innovative ways. Unfortunately, it appears that many hypermedia designers have ignored the critical early planning stages. This paper provides an overview of three of those planning stages: audience analysis, system goals analysis, and control analysis.

Weise Moeller, Elizabeth A. STC Proceedings (1995). Articles>Information Design>Hypertext

Designing a Multilingual Document: Lessons for the Manager  

During a very brief 6-month period of 1993, a small group of highly focused individuals undertook a major redesign of a critical piece of the Sun Microsystems Computer Company hardware documentation. We took the hardware installation document from a single language. 100 page book, written in a very 'chatty' style, to a terse, modular, highly graphical, and most importantly, multilingual document of 33 pages. Managing that effort was an exciting challenge, filled with many lessons that are described in this paper.

Hall, Peggy Traughber. STC Proceedings (1995). Articles>Language>Localization

Designing a Product Documentation Library for the World Wide Web  

Designing a documentation library for the WWW requires understanding the unique capabilities of the Web and how they can be used to meet the documentation needs of customers. The Web is ideal for distributing information and interacting with customers, but certain considerations apply. Will you offer free Web access to manuals you normally sell? If you choose to limit library access to customers, how will you prevent unauthorized browsing? Do you want to use the Web to solicit readers’ comments? With the Web, you can effortlessly distribute new versions of documentation, but you must carefully identify each version to avoid customer support problems.

Bassow, Fern and Holly Gross. STC Proceedings (1996). Articles>Documentation>Online

Designing a Supplementary Web-Based Online Help System: A Case Study  

Computerized Medical Systems, Inc. (CMS) has implemented an extensive online help system based on HTML for its FOCUS radiation therapy planning system. Netscape Navigator was selected as the browser because FOCUS is based on the UNIX platform and Netscape was the only HTML browser available for UNIX.

Watson, Frank. STC Proceedings (2000). Presentations>Documentation>Online>Help

Designing an Effective Intranet/Extranet  

The Internet created a revolution in electronic documentation. Now corporations are creating intranets (internal networks) and extranets (secured Internets for customer use) for the distribution and access of corporate documentation, manuals, and training using Internet technology. You’ll learn how to determine what should go on your intranet/extranet, how to ensure information meets users needs, and how to design effective electronic materials.

Rockley, Ann. STC Proceedings (1998). Design>Web Design>Intranets

Designing an Effective User Study  

When it comes to learning about your users, a plethora of methods await you. But which one is best for your situation? The answer depends on many factors, including the kind of information you hope to discover, the time and budget you have available, and your access to users.

Hammar, Molly and Dawn Stevens. STC Proceedings (1998). Articles>Usability>Methods>User Centered Design

Designing an Information Set for Single-Sourcing  

The single source in a robust single source system is not any one of the outputs that may be created from that source. The single source is an information set from which many outputs may be created. Designing an information set is different from designing a document. Greater structure is required, and that structure must be available to the process that creates information products as output, not simply to the reader. A good information set design involves creating a data model, mapping information relationships, and defining patterns of change.

Baker, Mark. STC Proceedings (1999). Design>Content Management>Single Sourcing

Designing an Online Help System Before the Interface is Ready  

Developing a Windows online help system that clients can use effectively and bringing it in on time and within budget is a challenging task. You can dramatically improve your chances of success by doing the following: Develop help as sofnvae is being developed (and even before!); Chunk information for easy reading and to facilitate reuse by other writers; Create design and style guidelines to cut down peer review and editing time; Develop and use information webs to cut down on technical review time; Integrate the information web and the user interface to complete your help system.

Henselmann, Mary Anne. STC Proceedings (1997). Presentations>Documentation>Help

Designing and Conducting Effective Role-Play Activities  

Role play activities allow learners to test new skills and apply them to the real world. Effective role-plays must be carefully planned and conducted in order to be effective. This article offers advice on creating and conducting role-play activities, and transferring their learnings to the real world.

Swan, Bonnie J. and Carolyn Luttrell. STC Proceedings (2005). Careers>Management

Designing and Implementing Technical Communication Research  

Designing and implementing successful research in technical communication involves an ongoing, circular process consisting of four parts: (1) planning the project and identifying funding needs, (2) matching research needs with funding sources, (3) writing and submitting a focused proposal, and (4) responding to the reviews of the proposal. This same approach can be adapted to fit the unique needs of any research situation.

Zimmerman, Beverly B. STC Proceedings (1999). Articles>Research>TC

Designing and Testing Customer Satisfaction Surveys on WWW Sites  

The types of surveys being conducted on the web fall into two categories: surveys that determine who is using the WWW and surveys that determine customer satisfaction with the product or service. To the survey guidelines described by GVU, we add five guidelines for designing web customer satisfaction surveys based on reviews of recent surveys and browsing the web: (1) Begin with a clear mission statement. (2) Classlfy current users of the site. (3) Report the results online. (4) Limit the length of the questionnaire to no more than 25 multiple-part questions. (5) Limit big graphics.

Feinberg, Susan G. and Peter Y. Johnson. STC Proceedings (1997). Articles>Usability>Testing>Web Design

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. STC Proceedings (2003). Articles>Documentation>Writing>Technical Writing

Designing Automated Custom Templates as Part of A Global Corporation's Style Guide  

When CH2M HILL staff ignored the Times 12 standard for document production and began inventing their own formats, they often bypassed the company's Publications groups, resulting in client bewilderment and anger. We will orient the audience to how creative thinking and innovative programming made it easy for staff to produce consistently attractive and effectively formatted documents. We also will demonstrate the final Toolset version and supply information about how you can apply the benefits of a Toolset product in your company's environment.

Sippel, Martha K., Brock McFarlane and Deborah Gillespie. STC Proceedings (1998). Articles>Document Design>Style Guides

Designing Bilingual Web Sites  

My paper discusses the specific challenges associated with designing a Chinese-English Web site in Taiwan for both local and English-speaking audiences abroad. My paper seeks to answer this umbrella question: How can we integrate the Chinese and English portions of the site into a single, consistent presentation? Using an example of a Taiwan-based company, I explore how technical communicators working on this bilingual Web site project (1) developed content in English that is suitable both for native English speakers around the world; (2) reconciled different audience responses to visual communication strategies; (3) tackled the technological challenge of a bilingual Web site; and (4) addressed the cultural and political challenges of developing a Web site for diverse audiences.

Chu, Steve W. STC Proceedings (1999). Presentations>Web Design>Regional>China

Designing Documentation for Visually-Impaired Users  

Preparing 'large-print' texts requires more than changing type size; it involves writing and structuring materials to meet the needs of an audience with varied physical challenges. For large print documents, format considerations include: using appropriate type, line length, and other design elements; setting all material flush left; and using lay-flat bindings. For braille documents, text may also need to eliminate or explain unusual symbols. Content considerations for both may include: replacement of graphics with descriptive text: brief orientation to the physical location and dimensions of objects; and reminders of help services. Cassette tapes offer one alternative to print or braille texts, plus serve other audiences.

Barthel, Brea. STC Proceedings (1994). Articles>Documentation>Accessibility

Designing Effective Single Source Materials  

People often have to create documents for different audiences and for different media, (e.g. web, Help, training). However, timelines and budgets for developing information are often tight. This means we have to find more efficient ways to develop information. One way is to consider single sourcing information for multiple users and media. While single sourcing does take more up-front planning, it can significantly decrease costs and development times once implemented.

Rockley, Ann. STC Proceedings (2000). Presentations>Documentation>Single Sourcing

Designing Effective User/Training Documentation with the Learning Style Inventory (LSI), the User Empowerment Inventory (UEI), and Think-Aloud Protocols  

While there are many instruments that measure the capacity for establishing peer-level communication skills, few exist that evaluate the effectiveness of knowledge transfer in the writer-reader relationship. The Learning Style Inventory (LSI), the User Empowerment Inventory (UEI), and thinkaloud protocols help assess how people acquire new knowledge and process information. The results of such measurements/ observations help determine user requirements. This paper presents a case history of how the LSI, the UEI, and think-aloud protocols helped improve both user and training documentation to a technology-averse audience in a reactive project environment.

LeVie, Donald S., Jr. STC Proceedings (1996). Design>Documentation>Methods>Usability

Designing for Interactivity: Role Models, Guides, and Coaches  

This paper presents three methods of user assistance: role models (simple demonstrations), guides (structured walk-throughs), and coaches (active assistants). After a brief introduction, potential uses, available development tools, and additional information sources are discussed for each method.

DeLoach, Scott. STC Proceedings (1998). Articles>Documentation>Help>Interaction Design

Designing for People: Human Factors for Technical Communicators  

What are human factors? Why do technical communicators care?

Ames, Andrea L. STC Region 7 Proceedings (2002). Presentations>Human Computer Interaction>TC>Asia

Designing for Quality: Visual Devices for Behemoth Systems  

Two of the panelists present visual devices they have used with large, multifunction systems. These devices are effective in presenting information about large systems to users performing diverse tasks and having different levels of experience, and are powerful tools to help writers or developers learn the system. The third panelist shows how these tools are effective in designing for fitness for use—whether you are maintaining legacy software or designing new products.

Bibus, Connie M. 'C.J.', Jennifer Bown and William D. Gearhart. STC Proceedings (1995). Articles>User Centered Design>Visual