08 Identify and write to your audience

A procedures manual cannot be all things to all people. It has a limited scope and audience, and to succeed, you must understand what your audience knows and needs and ensure that your document addresses that knowledge and those needs.

You must, for example, use terms your readers understand, and when you do use unfamiliar language, take the time to define or explain what those terms mean.

You must also write to their experience. New users, or users unfamiliar with a particular department or area, require more detailed directions and feedback to let them know that a task has been performed correctly. 'Start the system in the usual way' is not much help to a new user.

Users may also require additional information about what to do to correct problems, or to undo mistakes.

As a general principle, write to the level of your least knowledgeable user. Write in a conversational tone, use simple, direct statements and simple, direct instructions.

To help you identify and define your audience, you can:

• Review project documentation for background information
• Meet project managers, supervisors and contributors for their perception of the audience
• Spend time with potential users, either working alongside or talking to them about their expectations

Appropriate writing encourages users to read your material, and increases comprehension and understanding. Appropriate writing lets users concentrate on what you say and not how you say it.

DOCUMENTING PROCEDURES 08:  Identify and write to your audience