User Manual for Building Your Own Plane

The manual is actually an image. Check it out and let me know if you liked it! ->Build Your Own Plane<-

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How to save your client $1600 per task per year through Usability Testing

I have noticed quite a few mails asking how to conduct a usability test or how to interpret the results of a test. I thought it'd be a good idea to give you all a set of documents that resulted out of a usability test. I have changed the actual information for reasons of confidentiality, but it should give you a good insight of what a usability test is all about.

What is a usability test?

It is testing your product on actual users to find out 1)If your product is easy to use 2)If the navigation is user-friendly 3)Get 'feature' ideas to improve your product 4)If users were able to perform their tasks efficiently, and within acceptable time limits, and 5)To measure the 'joy of use'

To me, the most important metric is the 'task-time': When a user is taking longer to perform a particular task, that means something's wrong; could be the navigation or it could be the color scheme you chose or a combination of such common mistakes. Why is task-time important? If you can reduce the task-time of a particular task by say 30 seconds, and your product is used by a 100 strong company; and this task is a daily task, performed at least once... you have saved your client from a productivity loss of: 50 minutes per day. OR slightly over 4 hours per week. Assuming all 100 are paid $10 per hour. We are looking at savings of $40 per week PER TASK. And if your client works for 40 weeks in a year, you are looking at $1600 savings only on a simple task that users perform on your product. I may be indulging in some wishful thinking here, and maybe my math is terrible, but whichever way you look at it, usability does save money. There are other reasons why usability testing should be adopted in your development process, but I choose not to discuss them now. Shall write a separate piece on that later.

What is the Think Aloud method?

1)Identify actual/representative users (five users is my advice)

2)Make a list of tasks (example: Search and find the currency of Honolulu)

3)Choose a location where your users are comfortable; a location that reflects their working environment.

4)Notify users about your usability test. Send invites. Follow it up with a phone call or e-mail and confirm their participation.

5)Explain that they are not being tested, the product is being tested. Give them the tasks. Ask them to keep thinking aloud (say it as soon as a thought enters your mind!). And YOU shut-up!

6)Observe users. Their expressions. Those small clicks of the tongue indicating frustration. Those non-verbal hints (scratching one's scalp rapidly, in one short burst OR those little shrugs indicating helplessness) NOTE IT DOWN. ALL OF IT. Tell them they can abort a task anytime they want to.

7)Use a Dictaphone to record comments. Note down the time per task. (check with them if you can tape them)

8)Take the satisfaction survey (to figure out the 'joy of use' of the lack of it thereof)

9)Thank them and give them a nice gift (some people give cash, but I give dinner coupons)

10)Repeat steps 1 to 9 for all five users.

11)Sleep on it. Compile a report next day.

Usability Testing DOs

*Smile. Be a friend. Don't be this geeky dick. No one likes them.

*Observe. I can't stress its importance enough. You got to be a keen observer. You have to record what was 'unsaid' too my friend.

*Listen: Talk less. Do more. Give non-verbal cues to the user like nodding the head or through 'uh-uh?' 'Oh yes.' 'and?' 'hmmmhmmm?' You know.

Usability Testing DONTs

#Don't help the user perform the task. We are here to find out how 'intuitive' the product is.

#Don't crowd on the user. Give him/her the privacy that is needed.

#Don't interrupt when the user it talking to you. Your words can wait.

#Don't get too personal.

[These are by no means comprehensive. I am just jotting down whatever came to my mind. If you have some more, do contribute. Mail me to learn how]

Usability testing: Sample reports

->Download Sample Documents<-<

The zipped file contains:

1)Participation Questionnaire

2)Task-time report

3)Satisfaction survey

4)Task-sheet example

->Download Sample Documents<-

Disclaimer: Most of the surveys were based on the STC usability kit. I am still working on customizing these documents for my use. So use your discretion.

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Job posting: Thanks to the TWIN List

I haven't linked the e-mail ids and instead of '@' I have used 'at' this is to prevent the spam-bots from picking up the e-mail ids. Don't want the Quinnox guys ending up with great offers for penis enlargement - suman

> Quinnox urgently requires Communicators for its Mumbai operations.Quinnox, a global Business Solutions group headquartered in the US, is focused on providing high-technology solutions and services to world-wide clients in the areas of e-Business, ERP, Enterprise Value Chain Solutions and Outsourcing. Our services include world-class software development, consulting, systems implementation, integration and outsourcing.

> Our unique strength is our long-term relationship with customers, who have benefited from our end-to-end IT solutions. We stand differentiated by our emphasis on a service-management culture of speed & flexibility, trust & integrity.

> Since its inception in 1996, Quinnox has successfully executed over 400 software consulting, development and implementation projects in over 38

> countries. Our operations are executed from 9 International offices and 3 world-class Global Solution Centers.

For more information, visit http://www.quinnox.com



TECHNICAL EDITOR/WRITER

Job Description:

> - Editing/writing of business proposals, software project document deliverables including system 'Help', white papers, quality-related documents - both software and other function-related.

> - Creating templates for various categories of technical documents.Providing in-house training in technical documentation.

> Qualifications: Graduate/Post-graduate with an added qualification in Journalism/Mass Communications/Technical Documentation; Very good communication and interpersonal skills; adequate experience with word-processing/document designing/publishing tools. Five years of related work experience in the IT industry.

> E-mail your resume to: career(at)quinnox.com by 31st January 2003.

>

> ***************************************************************

> Quinnox Consultancy Services Ltd.

> (Formerly iS3C Consultancy Services Ltd.)

> 170, SDF VI, SEEPZ, Andheri(E)

> Mumbai 400 096, INDIA.

> Tel: +91 22 2829 0100, Extn.253

> Cell:+91 9820093589

> Fax: +91 22 2829 1131

> E-mail: virend(at)quinnox.com

> www.quinnox.com

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Role of a Technical Writer: Mail to the TWIN List

Let's look at it the other way around. There are still a lot of organizations that do not have a documentation team. It is done as an 'add on' by the developers themselves. When you have tools like Robohelp, AuthorIT or those little beauties that abound (for free at times), that help you generate .hlp or .chm or xhtml... developers find 'presenting' information easier. So I had one of these developer friends remarking 'what's the big deal man? If I want to I can learn Robohelp in a week's time and I can become a tech writer.' I don't want to go on about how untrue his statement is. While the temptation to be a jack of all trades is overwhelming, please be warned that, writing as a skill, evolves over years. Writers tell stories. Applying this to our profession, we tell stories too, on how a product works, or how to troubleshoot something. It is all a story. Forget developers, if being good in a language is a major criterion for becoming a writer, every english professor in the world should have churned out best sellers. No sir. No m'am. Writers write. And it is not easy. Writing well? Oh, that's an entirely different story. So the moral is, stick to one profession, focus, and mature, instead of talking about how one can do a million things. Yes one can. But what counts is 'What are you best at?'.

Now, talking about QA. In India most companies have a QA cell: Objective: Get those damn certifications. CMM4, 5, six-sigma da da da. Very few are sincere in 'following' the processes or having a process-driven organization. I have seen many companies get cmm4 now and cmm5 6 months later and something else a year later. Excuse me! My friend working in Prudential told me that they have set up the processes for CMM2, and have been following them for the past few months, but they are very nervous; 'will we get CMM2?'

So if you have any dreams of changing the world by being a part of QA, waky-waky, it could be all a sham pardner. So stick to writing. Focus. If there's any profession under the sun that takes decades to master, it is writing. most of us here have been here for what? a few years? We'll talk about taking over other domains, after we conquer our own. And on a final note, please learn to discern this: Content from presentation. I see a million mails on FM and CHM, but not so many on the craft itself, writing that is. What gives?

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Hi

A first post here ... check this link which carries an interesting write about the contribution of Technical Writing to Apple Computers / Mac

http://library.stanford.edu/mac/writing.html

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Writing Web Help

I have been working on online help for the past year. When it started I was overawed at the size of the product and the documentation we had to prepare. But I learnt a lot on my way. Here are some tips that you might find useful

1. Users don't read text on browsers. They scan. So highlight keywords, action words ('do this, do that')
2. Cut down 50% of what you have written. Brevity can't be stressed enough. Please remember that reading speed on a computer screen decreases by about 20-25%
3. Write in active voice
4. Write 'action first. Effect later' (example: Click 'OK'. To go to the homepage. AND NOT 'To go to the homepage click 'OK')
5. Write to a singular audience: Imagine that the user is sitting infront of you and you're telling him/her how to perform a task. People don't use your software in groups
6. Iterative document design:Build a prototype. Test in on users. Build. Test. Build Test... of what value your documenation is if it doesn't help me in performing tasks? I can't take it to bed to read it like a novel!

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Calling all Graphic Designers

So you think you got style and spunk. You think your design and creativity kicks butt? Oh yea, I am lookin for ya ol' boy. I want you to design a logo for Technical writers of India weblog. Are you upto it? If yes, Get on it now and mail me your design. Shall announce the closing dates very soon.

What if my design is accepted?

Well, you can share the power and glory of tw-india blog. Your name shall be etched on the sands of time, along with acknowledgement right here on tw-india blog.

Let me know!

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HI friends,

I suggest we should have some good Tech wirter related questions and answer sessions related to the variety of problems faced by the writer community.

Any suggestions/criticisms, anything related to the topic welcome



Debashish

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Job Posting: European Co Looking for a Tech Writer (Chennai)

Hey people

read below. He wants a tech writer immediately. - suman

Walker wrote:

Hi Suman,

Thanks for the kind reply, I am working for a European based company called i7Software Asia Pvt ltd, who has its head office in Iceland. This is very urgent, i am looking at closing this requirement within this week. Please inform your friends...

thanks once again for your help

Regards

Randolph Walker [e-mail: walker@i7asia.co.in]

Executive - Human Resources

i7 Software Asia Pvt Ltd

# 20, Moores Road

Park Circle, 2nd Floor

Chennai 600 006

+91-44-2822 3861 /62

www.i7asia.co.in

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Framemaker to Word Conversion

People, any idea about that? if yes let me know. I did a google on it but found nothing substantial. I was dreaming of a free conversion tool ;-) If you have any information on this let me know.

Update

Jayanthi Wrote::

Converting Word to Frame:

Method 1: For Frame version prior to 6:

1. Save the Word doc as RTF format.

2. The RTF file can be directly opened in Frame.

3. The fomating as in the word document and the template components will also come thru. You will therefore require to apply the reqd FM templates to the specific components. This can also be done on a globally for common components. For example: if the word doc has a component BodyText that needs to be converted to Body in FM do a search for the component and replace with the reqd component.

4. After applying the FM template it it recommended that you delete the extra components from the FM doc.



Method 2. For FM 6 onwards, Word docs can be directly opened in FM.

After that perform step 3 given above.

Jayanthi

[Thanks Jayanthi. This information now will become part of a 'Tips' database I am planning. Something like evolt. tips -Suman]

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Toilet UI design (source: Prasanna from TWIN list)

Check out this intelligent UI design: http://maddog.weblogs.com/stories/storyReader$68



Thanks Prasanna Sivadas.

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Directory of Technical Writers in Chennai : Hi ! I'm compiling a list of Technical Writers in Chennai. If you are one or know someone who is, I'd appreciate if you can pass on the contact details to me at Kiruba@Kiruba.com . We are looking at having monthly knowledge sharing meetings.

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Interviewing the Techies

My current project involves interviewing the architects, programmers and other experts. Here are some observations:

1. Open ended questions like 'tell me about the security infrastructure' yield more information than topic-specific queries
2. They may have documents, but what's on their mind, or in those post-its in their cubicle, those little snippets that are crucial for the user, seldom reaches those documents. So dig, probe and be patient
3. Be courteous, smile, be a friend. They are the experts. Always mention this 'It'd be great if you can offer your expert opinion' who doesn't like a little acknowledgement?
4. LISTEN. Don't interupt when the expert is talking
5. Give cues. 'hmm hmm?' 'that's right' 'ah-ha' you know?
6. Write less and say more in your e-mails. They don't normally read through your short stories :D

Maybe there's more. Why don't you add it? Got your content provider id yet? Mail me suman1973kumar 'at' yahoo 'dot' com to be a part of this site. And showcase your ideas to the world.

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What is Technical Communication?

It's the process of gathering information from experts and presenting it to an audience in a clear, easily understandable form.

These "experts" can be engineers, scientists, doctors, lawyers, or anyone else with a special knowledge of a certain field of study. Technical communicators gather knowledge from these experts by conducting interviews and reading previously published material. Read more at the STC website

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Technical Writers of India

Welcome this is the first post. I am looking for contributors. Mail me sumank73 'at' rediffmail dot com. This is a collaborative weblog. Site is under construction but if you start posting now it'd start growing: 1)go to www.blogger.com 2)log in 3)click on technical writers of india and follow instructions. Mail me if you face problems. If you have interesting ideas, links, articles whatever! mail me, we can post it here. I am looking for web designers, information architects and usability professionals to build this site this is community work, so don't expect money, if you have the heart and the time. Let's talk! You can leave your comments by clicking on the 'comment' link. The number in brackets indicates the number of comments a post received.

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