Re: troubleshooting guide

[Virginia Day <Virginia_Day -at- DATACARD -dot- COM>]

     Hi,

     I've written troubleshooting using two different approaches--it all
     depends on the audience.

     For a technically knowledgeable user, a "fault isolation" approach
     works well.  This is a very structured approach that begins with an
     indicator--error message, unwanted program result, etc--and has the
     user gather additional details to identify the *specific* problem.
     You provide a solution to the specific problem.  This approach
     originated with hardware, and applies to software *sometimes*.

     For a naive user, or very flexible applications, I've used tables with
     three headings--What you see, Possible causes, and Solutions.  I've
     had several tables, organized in a way that makes sense to the user
     (such as messages, formatting, navigation, etc.).  Most "Solutions"
     refer back to procedures in the body of the user information.  The end
     of the troubleshooting section contains a few error-recovery
     procedures, all referenced by solutions mentioned in the table.

     Hope this helps.

     Regards, Virginia
     Virginia_day -at- datacard -dot- com

     My opinions, not those of my employer.


______________________________ Reply Separator _________________________________
Subject: troubleshooting guide
Author:  Nancy McDonald <nmcdonald -at- OTECH -dot- COM> at Internet
Date:    7/10/97 9:46 AM


Hi, all.
I've just "finished" the user guide (for a database system, win95 based,
Oracle, SQL, etc). Now I have to write a troubleshooting guide, hoping
it not take more than a chapter-sized section... (The user manual is
around 300 pp.) Now after I've deleted all the snide remarks, I'd like
to replace them with some real remarks... does anyone have some advice
regarding writing a troubleshooting guide?

Nancy McDonald

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