Fluent Essays

READ CAREFULLY! PART 1: As a user support specialist, you may be asked to prepare a slideshow presentation for use in a training activity to an individual or a large group. Create a Slideshow of 10 slides explaining/training others how to develop professional FILE MANAGEMENT (using folders, what type of names for folders, files, where do they come from (one creates a file in PPT)         Use attractive background color (1 color or 1 main color as in a template where the following slides use that color plus other colors). Use the writing guidelines in this chapter along with the material in Appendix C to prepare a slideshow presentation. (chapter and Appendix C are attached check them down below) PART 2:   Create a MONKEY SURVEY with at least 5 questions. Go to SurveyMonkey.com and SIGN UP FREE. Follow its instructions. Chapter 3 Writing for End Users A Guide to Computer User Support for Help Desk and Support Specialists Sixth Edition by Fred Beisse 1 Chapter Objectives Types of end-user documentation How technical writing differs from other writing How technical documents are organized How to plan effective user documents The technical writing process Effective use of formats Strategies for technical writing Common problems in technical writing Tools used for technical writing How to evaluate documents 2 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition 2 Technical Writing Documentation: written communication to provide information to end users or coworkers Goal of technical writing: to produce documents that effectively and efficiently communicate information that readers need Effectively: Readers get correct information to master a topic or perform a task Efficiently: Readers do not have to waste time searching for information Good technical writing saves users time 3 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Types of User Documents Brochures and flyers Newsletters Handouts and training aids User guides and manuals Online help systems 4 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Email, chat, and text messages Webpages Proposals, letters, and memos Procedural and operational documents Troubleshooting guides Brochures and Flyers Purpose: primarily promotional Catch the eye of the reader and sell an event Use to advertise: Staff training sessions Computer fairs Career fairs Product demonstrations Guest speakers 5 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Newsletters Purpose: communicate information From support group to end users Popular in large companies where support staff does not regularly contact other workers Formats: Printed Electronic distribution 6 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Handouts and Training Aids Purpose: summarize and promote recall of material covered in training session Common example: printouts of PowerPoint slides Usually short and address a single topic May be distributed online 7 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition User Guides, Handbooks, and Manuals Purpose: supplement vendor documents and trade books with information specific to an organization or computer facility Structure: Tutorial format: a step-by-step guide to hardware or software features (in learning sequence) Reference format: all material on each topic is covered in a single location (more comprehensive) Combination format: tutorial plus reference 8 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Online Help Systems Purpose: Provide convenient access to information Replace or supplement printed materials Features: Information presented must be succinct Hyperlinks, indexes, and keyword searches provide powerful tools to locate information quickly Tip: Not all users are adept at using online materials; some still prefer the printed format 9 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Email, Chat, and Text Messages Purpose: formal and informal online communication With external clients and vendors With internal end users and coworkers Caveats: Messages project an image of the organization and support specialist Use good technical writing skills Avoid the use of abbreviations (U, BTW, IMHO, etc.) Tip: Growth in the use of written communications emphasizes the need for user support specialists with excellent writing skills 10 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Webpages Purpose: provide access to support materials on the web Need to be organized and written so users can locate information quickly and easily Must be short, but contain hypertext links to additional information Image of organization is projected in web documents An ongoing challenge is to keep web-based support information current and accurate 11 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Proposals, Letters, and Memos Purpose: technology tools are often used to prepare correspondence Proposals Letters Memos Needs assessment reports Performance appraisals Other correspondence Ability to prepare basic business correspondence is an important user support skill 12 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Procedural and Operational Documents Purpose: procedure steps and checklists are primarily for internal use Examples: Written problem reports in a help desk environment Descriptions of hardware or software installation procedures Entries in Site Management Notebook (see Chapter 10) 13 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Troubleshooting Guides Purpose: help support agents and computer users diagnose and solve problems Examples: Troubleshooting section in user manual FAQ on problems users encounter frequently Script on incident handling procedures Problem report in help desk knowledge base Must be clear, concise, and well written 14 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition How Technical Writing Differs from Other Writing Differences in: Goals Organization of document Type of information communicated Writing style 15 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Technical Writing Characteristics Economical writing style Begins with the most important information first Communicates information vital to the reader’s productivity Uses styles and formats that help readers understand a sequence of events and document organization Is concise, but not cryptic Includes pointers and cross-references Focuses on information, not entertainment 16 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Technical Writing Characteristics (continued) Strategies: Use short, simple, declarative sentences, phrases, and lists Describe a sequence of steps in the order performed Include pointers to where readers can find more information Use format elements to help readers understand: Organization of information Transitions between topics Avoid: Run-on sentences Humor Calling attention to the writer’s personality or style 17 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition How Technical Documents Are Organized Sequential organization: follows a step-by-step sequence from first to last Example: procedural check list for installation of hardware or software Hierarchical organization: flows from top to bottom, and from general to specific information Example: an online help system 18 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Common Organization for Technical Documents Introduction Purpose of document Intended audience Why read document Body Specific task steps Common problems users encounter Summary Review of main points Pointers to additional information 19 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition 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 when they finish reading the document? What medium will be used to transmit the document to its audience? 20 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Help the Reader Target the reading level at 10th to 12th grade Most word processors include a readability index Tell readers who the intended audience is Organize the document so experienced readers can skip basic materials State the document’s purpose in the first few sentences Tell readers which tasks they can perform after completing the document Tailor the document to the media Printed: generally longer; help readers with topic transitions Online: generally shorter; help readers with pointers to additional information 21 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Steps in the Technical Writing Process Generate a list of ideas or features Organize the list into a logical sequence (outline) Expand the outline into a first draft Edit the draft for clarity Arrange for an outside review Revise the draft into its final form Proofread the final document 22 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Step 1: Generate an Idea List Brainstorm: a technique to generate a list of potential topics During brainstorming, exclude nothing Don’t worry about whether a topic is: Major or minor Useful or not High or low priority 23 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition 23 Step 2: Organize the List into an Outline Arrange topics into a logical sequence Identify major and minor topics Cut and paste to try a different sequence of ideas Use the word processor’s outline feature as a tool Final organization should answer the following question: In what order does a reader need to know this information? 24 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Step 3: Expand the Outline into a First Draft Strategies Each paragraph has a topic sentence Use transitions between paragraphs and sections First . . ., Second . . ., Next . . ., Then . . ., Finally . . . Define terms In text In glossary Format features Style elements Format consistency Lists and tables 25 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Step 3: Expand the Outline into a First Draft (continued) Style elements help reveal document structure: Chapter or modular organization Fonts Capitalization Centering Indentation Underlines Bullets and numbered lists Format consistency helps ensure consistent use of style elements Use style sheets and templates in a word processor Lists and tables help readers locate information quickly Use instead of long narrative passages 26 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Step 4: Edit the Draft Pass 1: Eliminate extra words Pass 2: Perform a format consistency check Consistent use of fonts for headings and subheadings, indentation, centering, boldface, italics, and underlining Tip: Overuse of format features detracts from the document contents Pass 3: Perform a technical accuracy check Test procedural or technical steps Eliminate errors in instructions Check URLs for dead links Verify screenshots 27 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Step 5: Get an Outside Review Purpose: Identify and clarify any questions about contents Spot inconsistencies Find unclear meanings Identify poor writing techniques Locate other problems Tip: Sometimes a writer is too close to a document to see problems 28 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Step 6: Revise the Draft Incorporate revisions into a document Tip: When an edit pass results in marginal improvements, consider the document done 29 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Step 7: Proofread the Document Final pass through the document before publication Look for: Typos Inconsistent capitalization and punctuation Inconsistent font use Extra spaces between words and sentences Incorrect page breaks 30 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Technical Writing Strategies Analogy: describes how an unfamiliar concept is similar to a familiar concept Repetition Introduce Explain Summarize Consistent word use Use a consistent word to refer to each concept Avoid varying: DVD, DVD-ROM, digital video disc, optical disk Style sheet: lists preferences for spelling and word use Example: end user is a noun; end-user is an adjective Consistent verb tense Prefer present tense unless events clearly occurred in the past 31 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Sample Page from a Style Sheet 32 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Technical Writing Strategies (continued) 33 Parallel structure: similar items are treated consistently throughout a list or document A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Common Technical Writing Problems Clutter Inappropriate typefaces Gender references Unclear referents Passive voice 34 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Nominalization Wordiness Jargon Undefined acronyms and intialisms Idioms Dangling phrases Clutter Use graphics to illustrate (screenshot) or highlight a point Not for decoration Use formatting to help locate information or understand a topic Use sparingly and consistently Include considerable white space Use at least 10-point body text Larger for slide shows, brochures, flyers Left-align most body text Centered text and block-justified text are harder to read 35 Justified text is aligned at both the right and left margins, like this A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Inappropriate Typefaces Serif typefaces: include fine lines (serifs) that project from the top and bottom of characters Frequently used for body text Sans serif typefaces: do not have serifs Often used for titles and headings Specialty typefaces: type styles intended for special use to draw attention to text Save for informal use Invitations, brochures, flyers 36 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Example Typefaces Which is most readable? This is an example of a 28-point serif typeface called Georgia. This is an example of a 28-point sans serif typeface called Arial. This is an example of a 37-point script typeface called Brush Script. 37 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition 37 Gender References Avoid gender-related words unless they clearly fit Avoid: he, she, him, her, s/he Use: they, their, it, he and she, she and he Gender-neutral words are clearer and less offensive Use staffed instead of manned Use chair instead of chairman Use supervisor instead of foreman Can you think of other examples? 38 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Unclear Referents Referent: a concrete word or concept that is designated (referred to) by another word The referent of words such as it, them, this, he, she and their should be clear Example: A user in Excel on an HP Pavilion PC entered a long list of numbers with a voice recognition utility program. Halfway through the list, it froze up. Does it refer to the HP Pavilion PC, Excel, the voice recognition utility, or the user? 39 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Passive Voice Passive voice: the subject of the sentence receives the action indicated by the verb Example: The final report was filed. Avoid passive voice Active voice: the subject of the sentence performs the action indicated by the verb Example: The project team filed its final report. Use active voice to make text livelier and more interesting 40 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Nominalization Nominalization: the use of -tion, -ing, -ment, and similar endings to create nouns where verbs are easier to understand Example: Use of nominalization: Perform an installation of the printer driver. Use of verb: Install the printer driver. 41 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Wordiness Avoid unnecessary words Too many words: Prior to the actual installation of the system... Reduced: Before installing the system... Use short words when possible Use use instead of utilize or utilization Use document instead of documentation Use added instead of additional Can you think of other examples? 42 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Jargon Jargon: words understood primarily by those experienced in a field Use simple, direct words that anyone can understand Example: Avoid: Hack the documentation for the new VPN connection steps. Use: Edit the document for the new network connection steps. Tip: If you use jargon terms, define them first 43 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Undefined Acronyms and Initialisms Acronym: a word formed from the initial letters of words in a phrase Example: RAM is an acronym for random access memory An acronym is pronounced as a word (i.e., “ram”) Initialism: an abbreviation formed from the initial letters of words in a phrase Example: USB an initialism for universal serial bus An initialism is pronounced as a sequence of letters (i.e, u-s-b) 44 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Handling Acronyms and Initialisms On the first use of an acronym or initialism: Spell out the words Then include the acronym or initialism in parentheses Example: digital video disc (DVD) Tip: Include acronyms and initialisms in a glossary Tip: Don’t create unnecessary new acronyms or initialisms Example: Writers Against Unnecessary Words and Acronym Use (WAUWAU) 45 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Idioms Idiom: a word or phrase whose meaning is different from the literal meaning of the separate words Example: Keep an eye out for users who have their antivirus application turned off. Better: Be aware of users who have their antivirus application turned off. 46 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Dangling Modifier Dangling modifier: a word or phrase at the beginning or end of a sentence that adds little meaning Example: Needless to say, the installer should verify that the user’s PC is operational, of course. Eliminate the word (or phrase), or include it elsewhere in the sentence Better: The installer should verify that the user’s PC is operational. 47 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Technical Writing Tools Outline tool Spell checker Custom dictionary Thesaurus Grammar checker Readability index Desktop publishing features Collegiate dictionary 48 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Document Evaluation Criteria (Overview) Content Organization Format Mechanics 49 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Content Is the information relevant? Is the information timely and accurate? Is the coverage of the topic complete? 50 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Organization Is the information easy to locate? Are transitions between topics identifiable? Can readers get in and out quickly with the answer they need? 51 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Format Does the layout help guide the reader? Is the format consistent? 52 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Mechanics Are words spelled correctly? Is it grammatically correct? Is the writing style effective? 53 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Chapter Summary User support staff write a variety of types of documents to communicate with end users, coworkers, vendors, and managers The goal of technical documents is to effectively and efficiently communicate information needed by the reader Technical writing: Defines characteristics of the target audience and tasks the writer wants readers to be able to do Uses short words and sentences, and an organization that helps readers locate information 54 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Chapter Summary (continued) The technical writing process includes these steps: Generate a list of ideas or features Organize the list into a logical sequence (outline) Expand the outline into a first draft Edit the draft for clarity Arrange for an outside review Revise the draft into its final form Proofread the final document The document’s layout and formatting help readers know what is important and identify transitions between topics Technical writers use analogies, repetition, consistent words, and parallel structure 55 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition Chapter Summary (continued) Successful writers avoid clutter, hard-to-read typefaces, gender references, unclear referents, passive voice, nominalizations, wordiness, jargon, acronyms and initialisms, idioms, and dangling modifiers Software tools that aid writers include an outline tool, spell checker, thesaurus, and grammar checker Four criteria to evaluate technical documents: Content Organization Format Mechanics 56 A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition