Re: The origins of task-oriented writing as a preference

[Mike Stockman <stockman -at- jagunet -dot- com>]

On 1/28/2000 11:25 AM, Mark Dempsey (mxd2 -at- osi -dot- com) wrote:

>Our management has discovered we need "task-oriented" writing rather
>than "reference-oriented" writing in our manuals.
>
[snip]
>
>Has anyone had any experience surveying computer-savvy users of more
>complicated software (like ours) to see whether they want tasks or
>reference information?

(Note: this isn't a new approach. I was taught the difference between 
task-oriented and reference-oriented doc back in the late 80s, and it 
wasn't new then, either. We were doing mainly task-oriented then, but 
keep reading...)

I think (and my experience with end-users has borne this out) that the 
"either/or" approach is a mistake. The best manuals have always included 
both: a task-oriented section for the novice user, and a 
reference-oriented section for the experienced user. For most of the 
products where I was able to do follow-up surveys, most users start out 
in the task-oriented section (when they need more hand-holding) and end 
up using the reference-oriented section once they are more familiar with 
the product (and need only quick reminders for tools, windows, commands, 
and so on).

Of course, I know one programmer who never looks anywhere but the 
appendixes for any product he owns, but that's an exception, I'm sure. ;-)

Anyway, that's how I handle it whenever circumstances allow. Users go to 
the section they need, and everybody's happy.

Hope this helps,
----->Mike

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