Training Computer Users

Writing For End Users

What is Training?

Focus on performing activitiesbuilding expertise

that will be immediately useful

Training Process

Plan

Prepare

Present

Progress

Plan

• Determine Trainees’ Background

• Determine Content Needs

• Determine Skill Levels Needed– Concepts – use basic vocabulary– Understanding – explain concepts– Skills – perform basic task– Expertise – perform tasks effectively

Plan (cont)

• Determine what trainees already know

• Define training objectives– Learning objectives: what needs to be learned– Performance objectives: should be able to do

Prepare

• Specify which topics will be covered

• Organize topics

• Select effective training environment– Class, group, one-on-one, self-guided

• Training method– Problem solve, perform, observe, read, listen– Retention rate

Prepare (cont)

• Select Delivery System– Lecture– Reading– Online reading– Group Discussion– Visual Aids– Multimedia– Handouts

Prepare (cont)

• Select Delivery System (cont)– Product Demonstrations– Tutorials (self-guided)– Hands-on Activities– Case Studies– Group/Collaborative– CBT– Web-base Training

Prepare (cont)

• Develop Materials

• Design Evaluation Methods (Assessment)– Feedback forms– Quiz/Test– Hands-on Activities

Present

• Practice the Presentation• Check Facility Early• Don’t Read Notes• Don’t Cover Too Much• Teach Important Skills• Monitor Environment• Provide Breaks• Feedback

Progress

• Evaluate Success of Training

• Keep Current

User Documentation Types

Brochures

Newsletters

Handouts/Training Aids

User Guides/Manuals

Online Help Systems

E-Mail messages

Web Pages

Proposals, Letters, Memos

Troubleshooting Guides

Technical Writing Style

Short, declarative sentences

Short phrases

Communicate, not entertain

State most important point first

Step-by-step sequences

Cover essential information

Document Organization

Sequential OrganizationStep by step

Hierarchical OrganizationGeneral to specific

Document Organization (cont)

IntroductionPurpose of Document

Who the document is intended

Why read the document

BodyGeneral explanation

Specific task steps

Common problems encountered

SummaryAdditional information pointers

Document Planning

Who is the target audience?

What does the audience already know?

What does the audience need to know?

What do you want the audience to be able to do after reading?

What medium for document?

Tech Writing Process

Generate idea list

Organize into outline

Expand to first draft

Edit draft

Review

Revise

Proofread

Tech Writing Process

Paragraphs/topic sentences

Transitions

Defined Terms

Formats (consistency)

Writing Strategies

Analogy

Repetition

Consistent Word Use

Parallel StructuresConsistent Verb Tense

Common Problems

ClutterInappropriate Typefaces

Gender ReferencesUnclear Referents (“they, it”)

Passive VoiceNominalization

Wordiness

Common Problems (cont)

JargonUndefined Acronyms

Dangling Phrases

Document Evaluation

• Content• Information accurate• Coverage complete

• Organization• Easy locate information• Transitions identifiable

• Format• Consistent• Help guide reader

• Mechanics