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List:       kde-usability
Subject:    Fwd: [linux-audio-dev] How non-programmers use documentation.
From:       Greg Turpin <gregturp () home ! com>
Date:       2001-08-26 5:32:57
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Greetings everyone.

I read this wonderful posting to the linux-audio-dev list.
It mostly has to do with documentation, but, there are definitely
usability issues with KDE's documentation system.

This was written by Kevin Conder.  He's not subscribed to this list, so, if
you have any general feedback you should "cc" him on them.


Greg Turpin


----------  Forwarded Message  ----------
Subject: [linux-audio-dev] How non-programmers use documentation.
Date: Fri, 24 Aug 2001 22:46:05 -0500 (CDT)
From: Kevin Conder <kconder@interaccess.com>
To: linux-audio-dev@music.columbia.edu


I've tried to give back to the Linux community by helping
with documentation. I've helped with some FAQs, HOWTOs, and am working on
a large reference manual. Lately I started wondering how non-programmers
actually use documentation so I asked a few.

	I'm not trying to write a doctoral thesis so my process wasn't
scientific. My information is based on informal conversations with friends
and co-workers. Here is what I learned about how non-programmers use
documentation:

*INTERNAL AND ON-LINE*
01. Non-programmers insist that context-sensitive, on-line help must be
provided with an application.
02. Non-programmers want screen-shots in the on-line help. They don't care
if it increases an application's file size.
03. Non-programmers utilize on-line help as a quick reference, so indexes
and search functions are important.
04. Non-programmers will go through an on-line tutorial, if one is
provided as part of the application.
05. Non-programmers will look at a "Tips and Tricks" dialog box, if one is
provided.
06. Non-programmers ignore the printed manuals bundled with off-the-shelf
software.
07. Non-programmers would never buy a book about an application. They say
technical books are for programmers.

*SIMPLE*
08. Non-programmers don't want detailed explanations, they want simple
answers.
09. Non-programmers hate too much detail.
10. Non-programmers prefer short, step-by-step instructions.
11. Non-programmers prefer information that answers the question "How do I
do X?" (where X is a common use of the application).
12. Non-programmers don't want to see information about how a feature was
implemented.

*COMPLETE, CORRECT, AND UP-TO-DATE*
13. Non-programmers assume that on-line help will be updated in each new
version of an application.
14. If part of the on-line help is obsolete or missing, non-programmers
will not use any of it.
15. If a non-programmer can't find an answer in the on-line help, they
will either call tech support or use another application.
16. Non-programmers that I talked to have never sent a bug report or a
feature request to a software company. The idea of sending one directly to
a programmer or a technical writer was a completely foreign concept.


=== Kevin Conder, kevin@kevindumpscore.com

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