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 shows some of the results from the first two sections of the survey. We show the questions that we asked, but not the answer options, because the results show the answer options. (The text on the charts is simplified. Our questionnaire contained more detail to help people respond accurately.)
We received 29 replies from 64 people.
Bransom and its users
Bransom Retail Systems (www.bransom.co.uk) supplies computer systems to retail jewellers. Bransom's Jewellery Stock Management system is recommended by the National Association of Goldsmiths.
The software is used by a range of customers, from small independent jewellers with only one shop to well-known national chains.
Respondents had 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 most people had no preference. Possibly, what is most important 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.
Almost half the respondents use both the service desk and the documentation. Bransom is proud of its service desk. "It's easier to ring the helpline," said one respondent. Good documentation can decrease calls to a service desk, but if the service desk is a selling point, a business case for decreasing the calls possibly does not exist.
Importance of background information
Question: how important is background information about how the product works?
Two-thirds of the respondents showed that background information about software is important to them. Therefore, good documentation includes concepts of operation, explanations of workflows, and explanations of how the software is related to business procedures. Good design makes sure that people who are not interested can see that the information is an option for the 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. However, almost half the respondents thought that reference material was as useful as procedural information. Clearly, reference manuals are important.
Method of explanations
Question: do you prefer explanations using visuals, descriptions or both?
People learn in different ways. Received wisdom is that each person typically has a particular preference. However, according to the replies in this survey, most people prefer explanations that mix both words and images.
Conclusions
We make no claims to statistical validity for this survey. However, the results show what people want from user documentation.
Clearly, we cannot please everyone. However, these results show that the strategy we use at TechScribe is a practical solution that usually fulfils the needs of most people.
See also 
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