Chapter 21

Preparing Instructions and Manuals

Shannon Claybaugh and Kevin Pagel

Introduction

We use instructions frequently, and they are on many things that we don't often even think about. Burnett describes them as, "an essential part of the process of creating products" (774). Instructions are an extremely important part of our every day lives, and there are many reasons why we should want accurate, easy to follow instructions. According to Burnett (775), some reasons are:

• Personnel safety and performance
• Process/product safety and performance
• Summary or overview of process/product features
• Orientation for new team members as well as sales and marketing personnel
• Central location for documenting process/product specifications and modifications.

Getting People's Attention

The three concerns you should have when creating instructions, according to Burnett, are:

1. Lack of audience understanding

It is important to consider the intended audience when creating instructions, so that you may create something that your audience will

understand. This will avoid many problems.

2. Adult learning

Researcher Malcom Knowles coined the six main characteristics of learning in adults that need to be addressed when

creating instructions for adult readers. These are:

• Self-concept
• Rationale
• Experience
• Readiness
• Orientation
• Motivation

3. Aliteracy

Aliteracy is a problem among adults in the United States. It refers to adults that know how to read, but choose not to. This happens

when adults choose to scan instead of read, look at pictures instead of reading the text, and using electronic information that enables

them to receive information without having to read.

Considering Task, Audience, and Genre

1. Tasks

The task the user is hoping to perform by using the instructions you provide, according to Burnett, will fall into one of these categories:

• Actions/behavior of personnel
• Assembly of objects or mechanisms
• Operation of equipment
• Implementation of a process

2. Audience

The instructions need to be formatted to fit the needs and experiences of the intended audience. Also, the document needs to be

consistent. Burnett defines the term user-friendly as implying "that writers take a personal interest in the users" (780). This chapter

suggests using second person when creating instructions. When considering audiences from multiple cultures, the document must be

translated into multiple languages and use graphics that anyone will understand. This section pertains to the project we are working on

right now, because it suggests having a native reader look over any translated instructions to make sure it is user friendly.

3. Genre

Delivery, context and format will influence your design decisions. You need to consider the situation the instructions will be used in

before deciding on the genre. Some examples Burnett provides are:

• Street signs
• Quick reference guides
• Electronic help systems
• Procedures for tasks
• Installation instructions
• Tutorials

Time, frequency, memorability, and distance also need to be considered when deciding on a genre. Some negative effects of choosing

wrong genre, according to Burnett, are:

• Negative effects on marketing
• Negative effects on training staff
• Negative effects on support and field staff

Content Elements

It is suggested in this section to check your instructions against this list to produce "accessible, comprehensible, and usable

instructions" (794).

Purpose with a title and goal statement or objective

• Title may imply or state purpose
• Title may be accompanied by a visual that illustrates final objective
• Title may be supplemented by separately stated objective

Necessary components: parts list, equipment list, materials list

• A parts list identifies parts by name, part number, and quantity.
• Materials and equipment lists specify what users require to complete tasks.

Accurate chronology, with time factors

• Instructions should be presented in chronological order. Steps are easiest to follow if they are enumerated and separated. Not only should the overall sequence of steps in instructions be chronological, but each individual sub step should also be in order.

Clear, direct wording and consistent terminology

• Instructions are useful only if users can read them. Select the simplest term that accurately conveys the information.

Accurate, relevant details

• The details for instructions should be accurate and verifiable, sufficient, relevant, understandable, and well organized.

Rationale

• Should instructions specify only the required action, or should the action be explained or justified? The amount of detail you include depends on both the task and the audience. Explanations are essential in situations in which personal injury, equipment damage or procedure malfunction might occur.

Stylistic and grammatical conventions

• The individual steps in instructions are written in parallel structure, with each statement using the same grammatical structure. Instructions use the imperative mood because individual steps are commands to the users, not statements about the process. Instructions that employ second person, referring to the user as you, are the most concise and effective. Sometimes the you is not stated, but the users, weather readers or listeners, understand that they are being directly addressed.

Visual Elements

Effective visuals are critical parts of instructions.

• Select appropriate visuals, especially for the key parts and processes.
• Balance visual and verbal content.
• Select accurate visuals that are easily understood.
• Juxtapose labeled visuals with relevant text.
• Design an appealing, usable format.

Appropriate Visuals

• parts, tooling, equipment
• sequence of steps
• positioning of the operator and/or equipment
• development or change of objector equipment
• screens and pull-down menus in software development

Visual and Verbal Balance

Some processes are more easily understood through a visual presentation than a verbal one.

• Entirely verbal: well organized chronological paragraphs including causal elements, clear topic sentences, and good chronological transitions.
• Verbal and visual: sequence of captioned photographs showing a choking victim being saved by a trained person, or something of that nature.
• Verbal and visual: sequence of clear, captioned sketches showing a choking victim being saved by a trained person.
• Entirely visual: sequence of clear sketches showing a choking victim being saved by a trained person, with arrows and inserted enlargements of critical positioning.

Accurate Visuals

Accuracy is critically important in any type of visuals in instructions. Visuals that cannot be easily understood are not much help to the user. Many problems can be eliminated if the writer and the artist consider visuals as an integral part of the direction, not just a decorative addition. Also both the writer and the artist have to pay close attention to see how accurate and appropriate the visuals are.

Primarily Visual Instructions

This idea challenges the designers and writers because pictures, signs, and symbols do not have universal meanings. Color coding is very important in primarily visual instructions, often replacing verbal emphasis and differentiating similar elements in a drawing.

Warnings and Cautions

Companies are responsible for protecting their employees and their customers with proper safety equipment and safety warnings. Signs indicate that something is hazardous, for example you see any sign with a skull and two cross bones that would indicate that this substance of equipment will harm you if not used as directed.

Liability

Although workplace professionals have a number of choices about how they present cautions, warnings, and dangers, they need to know that providing inadequate safety information is a liability issue.

Adequacy

When you prepare instructions, you need to be sure that they satisfy the legal requirements for adequacy. In general, if you ensure that your instructions and warnings are accurate, accessible, and appropriate, you will be on your way to meeting the legal requirements for adequacy.