Users' documentation preferences
At the Bransom User Group meeting in April 2007, TechScribe researched users' experiences of the software documentation that they receive. Using a questionnaire, we asked about their job roles, their documentation preferences, and their experiences of the existing user guide.
This summary presents some of the results from the first two sections of the survey. We show the questions we asked, but not the answer options, because the results indicate these (the text on the charts is condensed—our questionnaire contained more detail to help people respond accurately).
We obtained 29 responses from 64 attendees.
Bransom and its users
Bransom Retail Systems (www.bransom.co.uk) supplies computer systems to retail jewellers. Their Jewellery Stock Management system is recommended by the National Association of Goldsmiths.
The software is used by a variety of customers, from small independent jewellers with only one or two shops through to well-known national chains.
Respondents many different job roles:
- Owner or director
- Manager (sales, marketing, accounts)
- Buyer
- Administration, clerical
Preferred delivery format
Question: what delivery format do you prefer, if any?
More people preferred printed documentation than on-screen documentation, but surprisingly, most people had no preference. Perhaps what matters most to them is that the content answers their questions.
Method of finding information
Question: when you need to find information in a book about performing a task, which of these do you use? Tick all that apply.
Nearly half the respondents use the help desk in addition to using the documentation. Bransom prides itself on the help desk. "It's easier to ring the helpline," said one respondent. Good documentation can reduce calls to a help desk, but it doesn't make sense to do so if the help desk is a selling point.
Importance of background information
Question: how important is background information about how the product works?
Two-thirds of respondents indicated that background information about a software product is important to them. This indicates that documentation should include concepts of operation, explanations of overall workflows, and explanations of how the product relates to their business in general. Good design will ensure that people who have no interest can see that it's an optional extra for those people who are interested.
Type of documentation
Question: which of these types of documentation do you prefer?
Nobody preferred reference documentation to procedural ('how to') documentation, but nearly half the respondents thought that reference material was as useful as procedural information. Clearly, reference manuals still have a place in the documentation repertoire.
Method of explanations
Question: do you prefer explanations using visuals, descriptions or both?
People learn in different ways. Received wisdom is that an individual typically has a specific preference. However, according the replies in this survey, most people prefer explanations that combine both words and pictures.
Conclusions
We make no claims to statistical validity for this small investigation; nevertheless, the results give guidance on what people want from user documentation.
Clearly, we can't please everyone. However, these results indicate the overall approach we take at TechScribe is a workable solution that fulfils the needs of most people most of the time.
See also 
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