Understanding Task Orientation User Documentation Instructor: Glenda Easter Emphasize...

Understanding Task OrientationUnderstanding Task Orientation

User DocumentationInstructor: Glenda

Easter

Emphasize Problem-Solving

Provide Task-Oriented Organization

Support User Control of Information

Orient Pages Semantically

Use Multi-Document Support

Design for Users

Facilitate Communication Tasks

Encourage User Communities

Facilitate Information Status Support Cognitive Processing

Understanding Task Orientation, Chapter 1

2

Goals of Documentation WriterGoals of Documentation Writer

Help the user become knowledgeable Help the user become knowledgeable about a program being used to develop about a program being used to develop proficiency.proficiency.

Encourage the user to use the software Encourage the user to use the software package in his or her job to develop package in his or her job to develop efficiency.efficiency.


3

•What Makes Good Software What Makes Good Software Documentation?Documentation?Good software documentation should show Good software documentation should show

the connections between the user’s the connections between the user’s professional work and the computer professional work and the computer program.program.– User-oriented examples called scenarios and User-oriented examples called scenarios and

page layouts can all contribute to this.page layouts can all contribute to this.– This creates a “task oriented” manual or one This creates a “task oriented” manual or one

that manages and communicates information that manages and communicates information related to his or her task.related to his or her task.


4

Guidelines for Writing a Guidelines for Writing a Successful Software ManualSuccessful Software ManualEmphasize problem solving.Emphasize problem solving.

– A manual or help system should help users A manual or help system should help users solve problems in the workplace. solve problems in the workplace.

Provide Task-Oriented Organization.Provide Task-Oriented Organization.– Organize a manual or help system in a way that Organize a manual or help system in a way that

matches the kinds of tasks a user will perform.matches the kinds of tasks a user will perform.– Example would be to type text before running a Example would be to type text before running a

grammar check.grammar check.


5

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued)Encourage User Control of Information.Encourage User Control of Information.

– Software users want to decide what the Software users want to decide what the program does for them.program does for them.

– Users should always feel in control of their Users should always feel in control of their program.program.

– Cross-references in a manual and hypertext Cross-references in a manual and hypertext links in online systems help maintain the user’s links in online systems help maintain the user’s sense of control over the documentation.sense of control over the documentation.


6

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued)Orient Pages Semantically.Orient Pages Semantically.

– You should arrange the page in the most You should arrange the page in the most meaningful manner according to the elements meaningful manner according to the elements of the job the user needs to perform.of the job the user needs to perform.

– Put important elements first.Put important elements first.– Make important elements larger or in a Make important elements larger or in a

different font.different font.– Use graphics as well as visuals to balance text.Use graphics as well as visuals to balance text.


7

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued)Facilitate Information TasksFacilitate Information Tasks

– All programs require information or help users All programs require information or help users create information they can use in their jobs.create information they can use in their jobs.

– You need to know how and where your user You need to know how and where your user gets, stores, and shares information so you can gets, stores, and shares information so you can point out those functions to your user point out those functions to your user specifically in their manuals.specifically in their manuals.


8

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued)Use Multi-Document SupportUse Multi-Document Support

– Documentation and manuals are not only found in Documentation and manuals are not only found in books, but are more and more frequently user books, but are more and more frequently user manuals are being provided:manuals are being provided:• onlineonline• in help screensin help screens• online tutorialsonline tutorials

– Packages today allows you to create a text file Packages today allows you to create a text file containing text and graphics, then convert that file containing text and graphics, then convert that file into suitable help files.into suitable help files.


9

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued)Design for UsersDesign for Users

– Documentation must be provided to answer the Documentation must be provided to answer the questions of the user and to meet the needs of questions of the user and to meet the needs of the user and not from what a documentation the user and not from what a documentation manual should look like.manual should look like.


10

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued) Facilitate Communication TasksFacilitate Communication Tasks

– Writers and designers of software must analyze the Writers and designers of software must analyze the type of information that is to be communicated and to type of information that is to be communicated and to whom it is going. whom it is going.

– After this analysis, they must determine which program After this analysis, they must determine which program will provide the functions needed by the user. will provide the functions needed by the user.

– There are many terms that are specific to different There are many terms that are specific to different environments. By observing the communication, environments. By observing the communication, terms, steps, explanations, and procedures can be terms, steps, explanations, and procedures can be written in the glossary.written in the glossary.


11

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued)Encourage User CommunitiesEncourage User Communities

– Many times when a new software package is Many times when a new software package is implemented in a company, users feel isolated implemented in a company, users feel isolated and no one to answer questions.and no one to answer questions.

– By developing User Communities, individuals By developing User Communities, individuals are encouraged to help one another. are encouraged to help one another.

– Many times there will be telephone numbers of Many times there will be telephone numbers of individuals using the same software that clients individuals using the same software that clients can contact with questions.can contact with questions.


12

Guidelines for Writing a Successful Guidelines for Writing a Successful Software Manual Software Manual (Continued)(Continued)Support Cognitive ProcessingSupport Cognitive Processing

– People use a number of methods to remember People use a number of methods to remember certain points. These mental models are called certain points. These mental models are called cognitive schemacognitive schema. .

– They associate a task of function with They associate a task of function with something the user already knows.something the user already knows.


13

Tools Towards ProductivityTools Towards Productivity The more a manual can support productive work, The more a manual can support productive work,

the greater the chances are of acceptance and the greater the chances are of acceptance and satisfaction by the user.satisfaction by the user.

User documentation should make users proficient User documentation should make users proficient with software and efficient in their jobs.with software and efficient in their jobs.

To make the use of software packages successful, To make the use of software packages successful, it requires that the user apply the software to a it requires that the user apply the software to a specific task.specific task.– These tasks are often in the form of “how to” These tasks are often in the form of “how to”

procedures and/or tutorials.procedures and/or tutorials.


14

Task Orientation, What Is It?Task Orientation, What Is It?

Task Orientation is the integration of a Task Orientation is the integration of a software package that meshes with the users software package that meshes with the users working environment.working environment.– It is user-driven strategy and depends on the It is user-driven strategy and depends on the

needs of the user in meeting their job needs of the user in meeting their job requirements.requirements.


15

Task Orientation, What Is It?Task Orientation, What Is It? (Continued)(Continued)

– A task orientation is very different from a A task orientation is very different from a template approach.template approach.• A template approach does not lead to adapting the A template approach does not lead to adapting the

manual to the user’s individuals needs.manual to the user’s individuals needs.

• It does little to relate the software program to the job It does little to relate the software program to the job the user has to do.the user has to do.


16

Task Orientation, What Is It?Task Orientation, What Is It? (Continued)(Continued)The theory behind task orientation is that a The theory behind task orientation is that a

software package should help people do software package should help people do meaningful work.meaningful work.

Shoshanna Zuboff noted that computers Shoshanna Zuboff noted that computers record information about their work, as well record information about their work, as well as doing work for the users.as doing work for the users.


17

Task Orientation, What Is It?Task Orientation, What Is It? (Continued)(Continued)When information is recorded about a task, it When information is recorded about a task, it

is called is called informinginforming..– With informing work, computers keep and With informing work, computers keep and

manage information.manage information.– Difficulties created by using computers and Difficulties created by using computers and

software fall into five categories:software fall into five categories:• DeskillingDeskilling •• Increased Increased

abstractionabstraction• Increased isolationIncreased isolation • Remote supervision• Remote supervision• Information overloadInformation overload


18

Job DeskillingJob Deskilling When skills that were once needed to complete a When skills that were once needed to complete a

job are no longer needed, it is known as job are no longer needed, it is known as job job deskillingdeskilling..– A computer program can perform many of the tasks a A computer program can perform many of the tasks a

person used to perform so the job requires less skilled person used to perform so the job requires less skilled people.people.

– It becomes the charge of the documentation writer to It becomes the charge of the documentation writer to help the software user decide which skills are used to help the software user decide which skills are used to perform the best possible job in completing a task.perform the best possible job in completing a task.


19

Skills TransferSkills Transfer People learn new skills in different ways. Similar tasks carry over the skills to a new skill

area. This is known as skill transfer. A great deal of research is being conducted on

how job skills transfer into software skills and how beginner skills transfer into advanced skills. – A software manual should encourage advanced skills.


20

Increasing Abstract TasksIncreasing Abstract Tasks

The computer does things in a very abstract The computer does things in a very abstract way. You can’t touch it; it’s not concrete.way. You can’t touch it; it’s not concrete.

How do people respond to using the How do people respond to using the abstract tool?abstract tool?– People often feel good about their work People often feel good about their work

because they develop a tactile sense of their because they develop a tactile sense of their tools.tools.


21

Increasing Abstract Tasks Increasing Abstract Tasks (Continued)(Continued)The same feeling of loss of control faces all The same feeling of loss of control faces all

computer users. computer users. Without a feeling of control over their Without a feeling of control over their

work, workers feel that it loses most of its work, workers feel that it loses most of its simplicity.simplicity.

The apparent loss creates resistance to The apparent loss creates resistance to software and threatens efficient use.software and threatens efficient use.


22

Increasing Abstract Tasks Increasing Abstract Tasks (Continued)(Continued)Whereas increased abstraction relates to Whereas increased abstraction relates to

how people see their jobs through their how people see their jobs through their tools--computerized or not--work also takes tools--computerized or not--work also takes place in a social domain.place in a social domain.

This is also threatened by computer-This is also threatened by computer-mediated work.mediated work.


23

Increased IsolationIncreased Isolation

The social structure plays a major role in The social structure plays a major role in our job satisfaction.our job satisfaction.

A computer terminal has now become the A computer terminal has now become the primary focus of a person’s interaction with primary focus of a person’s interaction with a company, and with others in the company.a company, and with others in the company.


24

Increased Isolation Increased Isolation (Continued)(Continued)

People need others to communicate with, to People need others to communicate with, to get feedback from , and to get rewards and get feedback from , and to get rewards and other incentives that make work enjoyable.other incentives that make work enjoyable.

They create useful dialogs with others to They create useful dialogs with others to help share and solve problems.help share and solve problems.

People using computers risk a diminished People using computers risk a diminished importance of their co-workers in their jobs.importance of their co-workers in their jobs.


25

Increased Isolation Increased Isolation (Continued)(Continued)

Regular computer users may suffer for a Regular computer users may suffer for a lack of strong interpersonal relationships.lack of strong interpersonal relationships.

The software documenter faces a challenge The software documenter faces a challenge to introduce the isolated user to new to introduce the isolated user to new possibilities of interaction with co-workers possibilities of interaction with co-workers through the computer.through the computer.


26

Remote SupervisionRemote SupervisionUsers feel more trapped than ever with the Users feel more trapped than ever with the

continued use of the computer.continued use of the computer.Not only do they have to sit looking at a terminal Not only do they have to sit looking at a terminal

all day, but the boss can check on the status of all day, but the boss can check on the status of any work needed by checking the network.any work needed by checking the network.

Employees can no longer “SLUFF OFF” Employees can no longer “SLUFF OFF” because their work report is readily available on because their work report is readily available on various production reports.various production reports.


27

Remote Supervision Remote Supervision (Continued)(Continued)

A manager can access your files A manager can access your files electronically and even organize your work electronically and even organize your work day for you without ever showing up day for you without ever showing up physically.physically.

People may lose their sense of control over People may lose their sense of control over their work because of the increased their work because of the increased supervision exercised through the computer supervision exercised through the computer system.system.


28

Information OverloadInformation Overload

Because computers produce information Because computers produce information very quickly, some users resist computer very quickly, some users resist computer use. They feel overloaded by information.use. They feel overloaded by information.

Having volumes of information does not Having volumes of information does not always solve problems for users.always solve problems for users.

Having too much information without the Having too much information without the ability to understand its significance can ability to understand its significance can cause cause information anxiety.information anxiety.


29

Information Overload Information Overload (Continued)(Continued)Information AnxietyInformation Anxiety

– Can afflict computer users who find themselves Can afflict computer users who find themselves flooded by information without knowing which they flooded by information without knowing which they should try to understand.should try to understand.

– Computer users need a way to filter or sort through Computer users need a way to filter or sort through and make sense of the information that floods them.and make sense of the information that floods them.

– Software manual writers can help by providing ways Software manual writers can help by providing ways to reorganize information around categories relevant to reorganize information around categories relevant to users.to users.


30

Letting the Software & Documentation Letting the Software & Documentation Work for You Not Against YouWork for You Not Against You

The software documenter needs to find The software documenter needs to find ways to reinforce the skill challenges that ways to reinforce the skill challenges that are inherent in efficient computer work.are inherent in efficient computer work.

Users need to see their work as significant: Users need to see their work as significant: to see that what they are doing with a to see that what they are doing with a software program can have and impact on software program can have and impact on their work, their organization, and others their work, their organization, and others within their organization.within their organization.


31

Letting the Software & Documentation Letting the Software & Documentation Work for You Not Against YouWork for You Not Against You

Challenging the user often requires teaching Challenging the user often requires teaching computer skills in the context for a person's computer skills in the context for a person's job so that the user can see the benefit of job so that the user can see the benefit of the software.the software.

Software support should reinforce decision Software support should reinforce decision making and problem solving as important making and problem solving as important computer skills.computer skills.


32

Conceptual OrientationConceptual Orientation

Work with computers require that certain Work with computers require that certain pieces of information be handled in an pieces of information be handled in an abstract manner that makes computer work abstract manner that makes computer work difficult and can cause users to reject difficult and can cause users to reject programs.programs.

Part of the difficulty users have with Part of the difficulty users have with learning abstract concepts lies in their learning abstract concepts lies in their learning preferences.learning preferences.


33

Conceptual Orientation Conceptual Orientation (Continued)(Continued)The right training method can facilitate The right training method can facilitate

learning of software programs.learning of software programs.Documentation that uses the appropriate Documentation that uses the appropriate

training method is training method is conceptually orientedconceptually oriented. . – Conceptually oriented documentation Conceptually oriented documentation

concentrates on the ideas that the user needs to concentrates on the ideas that the user needs to operate and handle the information generated operate and handle the information generated by a software program.by a software program.


34

Conceptual Orientation Conceptual Orientation (Continued)(Continued)

– Writers can set up categories of information for Writers can set up categories of information for users that match the user’s expectations and users that match the user’s expectations and present them in overviews called present them in overviews called advance advance organizers.organizers.• Advance organizes help users understand instructions Advance organizes help users understand instructions

by providing a context for each step.by providing a context for each step.

– Graphics (icons, process diagrams, structure Graphics (icons, process diagrams, structure charts, flow charts, cartoons, pictures) embody charts, flow charts, cartoons, pictures) embody metaphors which clarify abstract concepts and metaphors which clarify abstract concepts and help users navigate this difficult aspect of help users navigate this difficult aspect of computer software.computer software.


35

Awareness of User CommunitiesAwareness of User Communities

User CommunityUser Community refers to those who use the refers to those who use the same program within an organization, and it same program within an organization, and it also refers to others who use computers in their also refers to others who use computers in their work.work.

Computers fit well into existing social groups Computers fit well into existing social groups within a business.within a business.– Most employees work in groups and as a result Most employees work in groups and as a result

have to coordinate their activities, share work in have to coordinate their activities, share work in progress, and store the results.progress, and store the results.


36

Awareness of User Communities Awareness of User Communities (Continued)(Continued)Documentation can play a key role in Documentation can play a key role in

supporting collaborative work by indicating supporting collaborative work by indicating ways that users can convert output files ways that users can convert output files (reports, designs, spreadsheets) into formats (reports, designs, spreadsheets) into formats that other team members can use.that other team members can use.– Documentation can support what we call an Documentation can support what we call an

individual’s individual’s organizational existenceorganizational existence: the : the personapersona a person creates as an employee in an a person creates as an employee in an organization.organization.


37

Awareness of User Communities Awareness of User Communities (Continued)(Continued)By using software’s communicative By using software’s communicative

functions strategically, the computer can functions strategically, the computer can become an important tool to enhance the become an important tool to enhance the user’s social arena.user’s social arena.


38

Self-Managing or Overly Self-Managing or Overly Supervised?Supervised?Computers connect workers to a number Computers connect workers to a number

their supervisors, thus making the worker their supervisors, thus making the worker feel overly supervised.feel overly supervised.

Software also opens up opportunities for Software also opens up opportunities for self-management.self-management.

A thorough analysis of the user’s job A thorough analysis of the user’s job situation will help the documenter to see situation will help the documenter to see areas where the user has discretion in a job.areas where the user has discretion in a job.


39

Self-Managing or Overly Self-Managing or Overly Supervised? Supervised? (Continued)(Continued)Even the most menial jobs allow a measure Even the most menial jobs allow a measure

of choice for employees and often the of choice for employees and often the manual can point up the connection manual can point up the connection between the software and those important between the software and those important self-management tasks.self-management tasks.


40

Software Management–the Key Software Management–the Key to Job Successto Job SuccessSoftware gives users new opportunities to

manage information.In organizations, the currency used is

information.In corporations, information represents the

source of power and authority.Software also opens up a world of new tasks

for its users.


41

Cost/Benefit Analysis ChecklistCost/Benefit Analysis Checklist

Will the manual help me use the software to Will the manual help me use the software to solve problems?solve problems?

Does the manual reflect tasks that I perform Does the manual reflect tasks that I perform in my job?in my job?

Does the manual tell me how I can control Does the manual tell me how I can control the program?the program?

Do the pages follow a logical design that Do the pages follow a logical design that emphasizes what I need to know?emphasizes what I need to know?


42

Cost/Benefit Analysis Checklist Cost/Benefit Analysis Checklist (Continued)(Continued)Will this manual help me understand and Will this manual help me understand and

manage the information the program manage the information the program generates?generates?

Is the manual clearly segmented into useful Is the manual clearly segmented into useful activities?activities?

Is the manual designed for use rather than Is the manual designed for use rather than to describe the system?to describe the system?


43

Cost/Benefit Analysis Checklist Cost/Benefit Analysis Checklist (Continued)(Continued)Will the manual help me communicate the Will the manual help me communicate the

information I generate with the program?information I generate with the program?Does the manual help me connect with Does the manual help me connect with

other users of this software?other users of this software?Does the manual answer my questions Does the manual answer my questions

about the software?about the software?


44

Levels of Task OrientationLevels of Task Orientation

TEACHING (Tutorial)TEACHING (Tutorial)• Users store and use information from Users store and use information from

memorymemory

• Close distance between writer and Close distance between writer and readerreader

Options severely limited: least Options severely limited: least autonomyautonomy


45

Levels of Task Orientation Levels of Task Orientation (Continued)(Continued)

GUIDANCE (Procedures)GUIDANCE (Procedures)• Users remember only during Users remember only during

performanceperformance

• Moderate distance between writer Moderate distance between writer and readerand reader

• Options and alternatives given Options and alternatives given freely: moderate autonomyfreely: moderate autonomy


46

Levels of Task Orientation Levels of Task Orientation (Continued)(Continued)

SUPPORT (reference)SUPPORT (reference)• Users look up information on Users look up information on

demanddemand

• Writer's voice not presentWriter's voice not present

• All options and alternatives given: All options and alternatives given: complete autonomycomplete autonomy

Understanding Task Orientation User Documentation Instructor: Glenda Easter Emphasize...

Documents

Transcript of Understanding Task Orientation User Documentation Instructor: Glenda Easter Emphasize...