It’s time for Infomedians to put the focus on helping users quickly detect their problem, understand the cause, find and (succesfully) implement the solution. Smart infomedians design smart, modular troubleshooting topics that allow multiple types of error recovery and fit on any media, from paper to IoT.
As highly professional Information developers, we are used to design perfectly crafted Installation guides, Quick Start Guides, Maintenance guides, etc. Our users need no extra troubleshooting information.
Or do they?
Users spend 25% of their time recovering from errors. Mobile users continuously encounter app issues, such as freezing, crashing and just not living up to the user’s expectations.
They need help!
Users need troubleshooting information! Research demonstrated that only 38% of documentation provide troubleshooting information. Searching for troubleshooting information, users encounter a myriad of formats: FAQs, warnings, wikis, (long) user stories, and endless links/cross-references. Infomedians should help users out of this horrendous “Help” salad and follow the new DITA 1.3 topic guidelines.
Troubleshooting topic model
Based on research in error recognition & recovery, the topic is organized in three steps:
1. Error detection
2. Diagnosis
3. Correction
With its three categories: simple (for simple solution), complex (for multiple recovery solutions) and embedded (included in the user’s task), this troubleshooting topic fulfills the user’s needs for immediate and use-centered support.
Further, because it is based on XML, it is device-agnostic thanks to its interoperable, modular content architecture. You can use it for the usual book format, for “Agile” or “Continuous Deployment” projects using the full set of XML-tags. But you can also opt for the “minimalist” troubleshooting structure: <title> (error detection) <cause> (Diagnosis) and <remedy> (Correction) that fits perfectly to IoT (such as Smart Glasses or Smart Watches)
Presentation, June 8
''Manuals are useless''
Sr Technical Writer & Instructor,
Awel-A-Ben
Let’s design the (perfect) troubleshooting topic!
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