Software User Manuals
A comprehensive set of software user manuals helps improve user acceptance of a new online tool for managing complex administrative tasks.
Tools Used: MS Word, Adobe Acrobat, SnagIt
The Canadian Quality Milk (CQM) program works to maintain food safety on dairy farms through improved management practices, increased communication among stakeholders, and effective record-keeping.
The program entails:- Regular reporting by dairy producers on their production environment and procedures.
- Training and follow-up assessments by CQM personnel at the local and provincial levels.
- Regular reporting by all levels up to a national governing level.
To manage the record-keeping, the Dairy Farmers of Canada developed an online task-management and document-management system designed to help streamline the administrative tasks of the CQM program.
Lots of content; nervous users
The new online system was replacing traditional paper-based record-keeping. It contained a very large number of workflows, all of which needed to be documented with step-by-step instructions.
Many users were not comfortable using computers or web-based applications. User resistance was therefore a big concern: users would resist adopting the new system if they perceived that it was difficult to use.
The program coordinator approached me about developing a clear, straightforward software user manual that would help users migrate painlessly to the new system and use it willingly to accomplish their routine tasks.
Divide and conquer
A key strategy was to divide the documentation into multiple user manuals. Each manual is aimed at a specific user group and contains only the workflows and procedures relevant to that group.
Dividing the content keeps each manual to a reasonable size, which helps dispel the perception that the system is difficult to use.
All the manuals were developed using a single custom-built Microsoft Word template, providing a consistent appearance and style that reflects the branding of the CQM program and the online system.
Design for usability
Thoughtful design helps make the manuals easier to use and mitigates the resistance felt by users who are uncomfortable with using an online system.
Within each manual, workflows are grouped into broad, task-oriented categories. Users can easily navigate through the document and find the procedure they need to accomplish a specific task.
Instructions are written with nervous users in mind. A brief context statement helps users decide if the procedure applies to the task they need to do. Detailed step-by-step instructions guide users through the procedure. Accurate screenshots help users work with the system and provide reassurance that instructions have been followed correctly.
This Can Work for You, Too
Change can be difficult to manage. Providing a quality user manual for a tool can spell the difference between success or failure when that tool is rolled out to users.
If you'd rather just hire someone to take care of the documentation for you, give me a call. I can help.