Although operating instructions are important, it is equally important for the user to understand what the operation is for and why it should be performed. Explanations are an integral part of a User’s manual. Actually, they are an integral part of any technical document.

One of the mistakes that beginners make is to write a “bare bones” document that provides instructions, but with little or no explanation before the instruction. Some writers mistakenly think of explanatory paragraphs as mere “padding”, a waste of time that simply beefs up the number of pages written. Nothing could be further from the truth. Let’s see why.

WHAT’S THIS FEATURE FOR?

Experienced users are familiar with the features of the system and know what they’re for – but that’s less true for inexperienced users (those who will bother to read the documentation in the first place). At the most basic level, users need to know

What the feature is for?

Why the feature exists?

Why should they use it? What are its benefits?

Answers to these questions are the minimum that users needs BEFORE carrying out the operation. Without clear answers, the following can occur:

Users will simply ignore the feature
Uncertain as to what the feature does, or what its overall benefits are, users may just choose to continue using only those features with which they are familiar. This phenomenon does not end with beginners – often, users will get used to a small subset of features, adapt these to the tasks that they must perform – and never explore any further.

Users will use the feature for the wrong reason
Users will mistakenly use the feature to accomplish something that the feature was not mean to do – and then blame the program for ensuing problems. Often, users will begin using a feature, then realize in the middle of the operation, that they have used the wrong feature and be forced to terminate the operation. Or, worse, they will find out only afterwards that the results of using the feature were not what they intended.

Both problems ultimately damage customer loyalty. The first problem leads to under- use of the program and opens the way for competing systems to come in with more conspicuous features that “do the trick” – even when the original system can do the same thing. The second problem leads to frustration and anger and a feeling that the program doesn’t do what the user wants – users feel as if they’ve been sabotaged.

WHAT MAKES A GOOD EXPLANATION?
A good explanation before an operating instruction lets users know why they should perform the operation in the first place. Explanations should contain some, or all, of the following:

• The purpose of the operation: why the operation is performed, under what circumstances, etc.
• What results the user can expect from the operation.
• Background material on concepts, terminology, and other information relevant to the operation. This can also include previous stages that occur before the operation is performed.

BRINGING OUT SIGNIFICANCE

One of the central themes in a User’s manual is showing the significance of an activity. Keep in mind that many users do not full comprehend why an option exists or what to do with it. Often, even if they do have some idea of what it does, they do not use it because they don’t see how to relate it to their own work. Think of the many options in Word or Excel that you might use if you knew their significance for your own work. Normally, we under-use an application’s features.

There are several ways to bring out the significance of a feature:

Provide comprehensive background material – this includes more vividly depicting the scenario in which the feature is used, or listing the concepts on which the feature is based. For example, consider this explanation:

Cmap’s Nesting feature enables you to nest an entire area of your concept map inside a single concept box. This enables you to expand the map as much as you like and permits fully describing complex areas of knowledge. By hiding a particular area of the map, you can clarify the relationship of higher level concepts, reducing clutter, and making the map easier to read and understand. For example consider the following map:
Screen capture followed by a brief explanation

Provide more examples of how the feature can be used.

The deeper or more comprehensive the explanation, the more possibilities suddenly open up to us as to how to apply the feature. Of course, the operating instruction remains the same – there is not much flexibility here. It is the context or application of the feature that can be expanded – this is where your creativity helps to provide the user with a better experience in using your company’s product and, ultimately, increases customer loyalty and appreciation.