Software User Documentation is often a last minute effort to deliver your software product and get it out the door. Your development team had a long list of requirements, so the documentation sometimes gets downsized in importance or it is sometimes neglected completely.
As usual, I bring this article to you courtesy of JACQUIE SAMUELS, as I think it adds relevance to what I am setting out to achieve with my documentation framework. You may view the original article here.
Guess what: That’s not how customers see it.
I bring this article to you courtesy of Dennis Crane, as I think it adds relevance to what I am setting out to achieve with my documentation framework. You may view the original article here.
Nobody reads help files!
Are you sure?
In the ten years that we’ve been developing Dr.Explain, a leading-edge tool for creating help files, we saw hundreds of our customers’ projects. Our technical support team mostly receives user documentation for software products with requests to help implement some tricks. When talking with our customers, we ask them all kinds of questions about their projects, business areas, products, and audiences.
Based on that experience, we can draw a lot of conclusions, including this one: Users do read user documentation. In many cases, users frequently consult with such documentation. In some projects, it is a vital component of the product or services.
However, sometimes people do not use user documentation. In most cases, the reasons are as follows.