It’s the very end of the month (a leap month, no less! I had an extra day!) and I’ve got a couple of projects I want to post about, but they’re still in progress. So, instead of some personal creative or DIY stuff, I wanted to post about something more work-related for me. From the very beginning of my work as a technical writer, I described my approach to how I see my documentation work being used as follows:
- Immediate: tool tip, pop-ups, hover info in your IDE.
- Quick answer: F1 on what a dialog field values are or a function/method
- Long answer: search the docs and poke around until I find my answer
- Learning: Intentional reading, in the order presented, if the documentation
Levels 0 & 1 both start in software or code and end there. This has the least and next-to-least interruption to your work. The answer is immediately when you need it or just a click & scroll away.
Level 2 is often back and forth between docs and software. This inherently can feel tedious. Often, this results in not even finding what you need (unless you were looking for frustration). Unfortunately, this is also where a lot of product help leaves you.
Level 3 is solely in the docs. Youâ€™re no longer performing your primary goal or job function. This was not so common for new employees or employees who just got a new tool in the workplace at one time. It feels like a rare luxury today, though. Too many workplaces prioritize keeping productive day-to-day over making their employees productive in the longer term.
So, what’s the point? Level 0 & 1 should be the goals, but they require significant more planning and coordination with product developers and UX designers. And, if we’re being honest, making Level 2 work effectively is going to require some of the same. And if you’re writing manuals like anyone has the time for Level 3, you’re shooting yourself in the foot for all of the other cases.