Writing a good User Manual, System Manual, Training Materials or Online Help system starts with a Documentation Plan. Without careful planning, the task is more expensive and the result invariably less effective. HCi will complete the Documentation Plan, write the Manual or Online Help, and (optionally) test it for 'useability' or effectiveness.
See below for details, or contact us for more information.

Online Information Systems

Writing Manuals

Useability Testing

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Documentation Plan Development

Planning begins with audience analysis: who the readers are, their level of knowledge about the product, the environment in which the product will be used. Having identified the 'audience' for the documentation, our analysis turns to the tasks that the audience is trying to perform: are they entering data, or analysing it; are they trying to install the product, or maintain it, or just decide whether or not it meets their needs? We then look at the knowledge that will have to be imparted to the audience so that it can carry out those tasks. Finally, we look at the choice of media available: paper documentation, online manuals, help systems, wallcharts, quick-reference cards, face to face training and CBT.

Having made a reasoned choice of both information and medium, we can estimate accurately the volume of documentation (down to the chapter level), how long it will take to develop, and how much it will cost.

Other aspects of documentation development such as useability testing, production techniques, review cycles and updating are also covered in detail. The documentation plan also includes a suggested layout for the documentation, which takes into account the readers, the material to be presented, the update mechanisms involved, other documentation in the same series, and of course any in-house standards that are already in place. Our internal standard for the development of documentation plans complies with Australian standard AS/NZS 4258:1994 "Software user documentation process".

Having agreed a documentation plan with you, we can be confident that the documentation we develop will meet the needs of both you and your readers.

Typical content of the Documentation Plan
Analysis: who are the audience(s) for this document; what tasks they will be performing; what information they will need to perform these tasks.
Content and style: translation of the information needs into a complete table of contents for the document(s).
Choice of media: only when we have determined who the readers are, what jobs they are doing and what information they need, do we decide whether the information is best presented online or on paper.
Development, review and testing: what development tools will be used, and what the review cycle will be.
Project management: exactly how long will the documents take to write, edit and print, and how much of your staff’s time will be involved.
Cost estimate: we can provide either a time and materials cost estimate, or (in some circumstances) a fixed price quotation.
Style specification: a complete specification of the language and layout to be used.
Personnel involved: name and background of the project manager.
Sample layout: sample showing the document layout.

Online Information Systems Development

Online information systems are designed to put procedures and other reference materials into easily accessible systems. They improve productivity because they integrate information about a task with the task itself.

The production of online information systems is undertaken in two stages: a planning stage and an implementation stage. The planning stage involves the development of a documentation plan which sets out all the important parameters for the project and includes:

• audience definition
• outline of contents of the information system and performance objectives for the system to be ‘successful’
• style specification and production details
• development schedule and costs, and
• if appropriate, arrangements for useability testing, translation, security and maintenance.

In the planning stage, particular attention is paid to the ways in which the information is to be accessed, because online information is much more than simply reproducing a page image on the screen. Implementation proceeds as soon as you agree with the details of the plan.

Following closely the schedule and other parameters set out in the systems plan, HCi completes the development of your online systems using our experts. We work beside you and your staff to ensure that the system is correct, logical and readily understood, and that the most effective user interface is chosen.

Maintenance of online systems is also available on an as-required or retainer basis.

Writing user and technical manuals, training materials and online help

HCI's experienced technical writers will help you complete the most time-consuming stage in any documentation project - the writing itself. Managed Writing reduces your time managing the writing task because HCi oversees the project

Following closely the parameters set out in a documentation plan, HCi handles the writing, editing and production of user and technical manuals in various ways, including:

• HCi Managed Writing, and
• HCi Writer Placement.

We can tailor our services to your needs.

In HCi Managed Writing we take full responsibility for all aspects of the writing project, including collecting data, interviews with staff, technical writing, editing, printing (passed on at cost), schedule and budget management. This minimises your management time to complete the project, and ensures a professional and consistent approach to the writing task. All HCi writers used in Managed Writing projects are top professionals with technical experience relevant to your requirements.

HCi Writer Placement allows us to place our technical writers at your premises on contract. Writers complete the writing project under your direction, and HCi involvement is limited to placing the writer, and any other tasks as negotiated. Fees for writers on contract vary with their experience. Contract writer placement involves no ongoing management commitment by HCi and so costs are less than for HCi Managed Writing. Document maintenance is also available on an as-required or retainer basis.

Useability Testing

Useability testing: this is the formal process of trialing a user interface (including its associated documentation) with a representative sample of typical users. There are two kinds of useability tests: formative (used during the early stages of product development) and evaluative (used later in the process to test the effectiveness of user interface strategies).

We can also useability test your competitors' products, and provide feedback on their good and bad points.

User survey: A user survey carried out by an independent party gives valuable feedback on what your users think about you and your competitors' products. It also gives essential input into the user interface and documentation design process.

Starting with a user survey and the results of formative useability testing, we can draw up a complete user interface standard for a new product including a user glossary and layout rules. Effective interface design can reduce documentation costs considerably, as well as enhancing sales and boosting product acceptance.