Re: user test for manual

Subject: Re: user test for manual
From: "Ned Bedinger" <doc -at- edwordsmith -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Sat, 27 Nov 2004 03:32:44 -0800


Eileen--

Comprehension Testing is *the* yardstick of training effectiveness, and I
always wonder why it isn't used in the corporate training environment. At
least in my experience, whether due to some deeper good principle or just
because of the added costs, or concern over what incompetence testing might
expose, testing is always deemed unnecessary. The trend I've seen is away
from metrics, as if time spent in training somehow finds a natural
equilibrium with trainee's information needs and comprehension. They'll
learn it on the job if the training or manual doesn't do it for them.

I don't think I've ever recruited end users to test the documentation before
release. However, I am a believer in developing communications with one or
more of their representatives. Assuming an internal/corporate audience, a
good effort to enlist the end-users' manager or their lead (if end-users are
a team of some sort), is a safe bet, as they *should* have a very good idea
of what skills and know-how the end-users have, and what they want in
documentation.

If you know that is not the case in this case, you could ask the manager to
assign one or more end users to go through the manual while you pick their
brains about their thoughts, concerning your idea of completeness, viz
overviews, background, reference material, front- and back-matter, captions,
headings, use of styles to elucidate structure, as well as the
desciptions/procedures.

As opposed to managers/leads, end users won't volunteer their opinions, in
my experience, if they are accustomed to compensating for docs that don't
really nail their needs. Drag it out of them if you get the chance, by
prompting their recall. Ask them directly, while working through a 'for
instance' example:

"We've all had experiences with weak diocumentation, right?"

"How about this alpha index, do you usually find what you're
looking for in the index, or is it pretty worthless? For example, if
I am looking for procedures for <x>, I should be able to look up
<x> in the index, right? Do you find that works out most of the time?"

"Same question for the table of contents."

"Do you ever feel like there are too many words and not enough
diagrams?"

Similar questions about the accuracy and self-explanatory-ness of
captions and heading.

If you get my drift, and depending on the class of end-users you've got,
make sure it is OK for them to gripe, or to agree with you. Be interactive,
with active listening. Prime them, with examples, to talk about
documentation issues. Rub their noses in some examples that don't work, to
remind them of any time they felt they didn't like the manuals. If you
don't try to draw them out and connect with them, you might not know if
they're really lining up on the same goals that you have for the test. You
won't bias the test by doing this (you're in a position to evaluate what
they say), but you might not get any response if you don't prime them.

Also put a "feedback" page in the document, and invite end-users to submit
any comments, especially concerning problems or praise for the manual.

Good luck, hope this helps.

Ned Bedinger
Ed Wordsmith Technical Communications

----- Original Message -----
From: "Neumann, Eileen" <ENeuman -at- franklintempleton -dot- ca>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Sent: Friday, November 26, 2004 6:49 AM
Subject: user test for manual



Hello Whirlers,

Does anyone have experience doing user testing of a print user guide? I know
the basics of user testing for a website, where the focus tends to be on
navigation - can the user find what they're looking for, and how long does
that take. But for print, I'm stuck. Do I give a comprehension test?

The user guide is part descriptive (describes the screens and functions) and
part procedural (how to do some simple tasks using the application). I could
get the user to do some of these tasks using the guide, but they could do
them without really understanding much about the application. Since the app
is work related, we want them to understand.

Thanks for any input or sources of info,

Eileen Neumann
Business Rules and Procedures
Franklin Templeton Investments



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Follow-Ups:

References:
user test for manual: From: Neumann, Eileen

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