Technology, Customer Demands and Documentation

Technology and customer demands shaping documentation process

Creating compelling and effective documentation is an ever evolving process driven by technology and end user expectations.  The areas of single-source documentation, mobile applications and what role social media might play in the documentation process are getting a lot of attention.

Technology is making it both easier and more complex to satisfy consumer demands.  The Internet has provided powerful tools for documentation.

“Customers don’t want to use documents; they want an answer to their specific question.  Users want to be able to easily get into the documentation and quickly get out with the information they need, much like a well written Online Help system,” according to Rob Vaglia, Information Architect with InfoPros.

While the delivery methods of information are changing, the fundamentals of effective documentation remain the same.

“End users still expect that all the information needed to use a product will be provided; that has not changed over the years,” commented Jill Wesolowski, Senior Technical Writer with InfoPros.

Internal business realities are also shaping changes in documentation.  The wave of downsizing that rippled through most businesses has left smaller documentation teams in its wake.  Companies now have fewer people being asked to do more tasks with fewer resources.

“We are seeing more companies embracing a single-source model for documentation,” said Vaglia.  “This concept has been around for many years.  What’s new is that more companies are now seeing the value of writing once and using content in many ways, especially as more Online Help systems are created."

Hill-Rom, a leading provider of medical products and services worldwide, created two Information Centers that encompass internal and external information.  Use of the Information Centers so far has achieved the following measurable results:

• An average of 30% reuse across most documents, with some deliverables achieving 70-90% reuse.
• A 50% reduction in page count of the larger documents.
• A single-sourced platform that easily generates content in multiple formats for different audiences.
• A streamlined process of development and update cycles versus updating content in multiple places.

The newest version of DITA, a single-source architecture for authoring, producing and delivering information, has helped more midsized companies realize the benefits of standards and move past the perception that this is a big company initiative.  Midsized and smaller companies have begun to ask how they can write content once and deliver it as training materials, as a PDF manual, in print form and as an Online Help solution, among others.

The proliferation of smartphones and tablet PCs is starting to drive a need for more documentation than ever to be delivered electronically, but in a different platform and format to work on mobile devices.

“Keep in mind delivering documentation to a mobile device is not just a matter of serving up a PDF; you need to make sure it is readable in a small screen format which may require a completely different design,” according to Wesolowski.

“A major shift to the majority of documentation being served up via mobile documentation applications may be a ways off.  But, when you can start making the assumption that all your customers or employees have a smartphone or tablet PC, then your documentation needs to work on those devices as well,” Vaglia added.

Social media has been a game changer in the way companies market and engage with customers.  However, social media is just starting to shift into the area of documentation.  Early adopters are leveraging Facebook, Twitter, and even developing applications for smartphones to stay connected with their users, mostly in the area of technical support at this point.  This is one to watch, but the jury is still out on how and when social media will become a staple in the documentation process.

Technological advances and evolving customer needs and expectations will continue to shape the way in which documentation is created and presented to end users.  Successful companies will work to stay current with changing demands.

The InfoPros Advantage

At InfoPros, our team of professionals is experienced in developing and maintaining technical content across a variety of industries, from software and technology to consumer, industrial and medical.  InfoPros can provide the skills and experience required to meet your specific needs, whether for a short-term project or a long-term engagement.

Contact us today, and learn more about the InfoPros Advantage.