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Information Technology - Documentation for different users

Documentation for different users

Image. Specialist users, such as data entry operators or web developers depend
upon the use of information systems in order to do their work.

It is important to identify the user and their documentation requirements.

Users are normally categorised by their level of knowledge of the
operation of the system:

Novice
Need quick start guides, troubleshooting tips and user manuals that
explain basic processes in detail

Intermediate
Need more detailed user manuals which assume some prior knowledge,
troubleshooting guides and simple technical guides

Expert
Need manuals with explanation of complex or advanced features

Or by their level of involvement with the system:

Expert
Support specialists, usually software or hardware technicians whose role
is to maintain the system?

Specialists
These users depend on the use of information systems to do their work.
They may include data entry operators, web developers and graphic
designers.

Adjunct
People for whom information technology assists them in their work but is
not essential. This group includes medical staff, teachers, accountants,
lawyers and store managers.

Incidentals
Occasional users of an information system. Examples include a customer
using a company's web-based product catalogue to order goods, accessing
point-of-sale systems, or even interacting with an electronic switchboard
with voicemail.

When developing user documentation the level of knowledge and involvement
should be considered. Documentation must be geared directly towards the
needs of a particular user or group of users.

Print out the following revision activity and use it to test your
understanding of the types of documentation required by different groups of
users.

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