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Twitter feeds What's your pick to develop a new skill this year? Try again later. Like me. Some people make sharp distinctions between what is a manual and what is a handbook, but in practice there is substantial overlap. By convention, certain types of publications are more frequently called manuals, notably in technical documentation for software programs and for machine operation.
However, these same sorts of publications may be termed users' guides, help guides, reference books, or something else altogether.
Ambiguity in the nomenclature should not obscure the importance of good documentation or the need to target such documentation to a specific audience. All manuals and handbooks are not alike; authors and designers must consider.
For example, if a manual is intended to be a quick, at-a-glance reference for factory workers, it probably should not be a bulky, text-heavy, hardcover book, unless an analysis of the users' work habits indicate that such a format would be convenient.
More likely, a manual for this purpose should be short, graphical, possibly tabbed or color-coded for fast access, and provided in a physical format that is compatible with the way its users work. The same kinds of usability considerations apply to most types of manuals and handbooks. Businesses need handbooks and manuals to keep employees, suppliers, customers, shareholders, and anyone else who has an interest in their business apprised of policies, procedures, and regulations.
The documents in some cases represent the company's survival. In today's litigious society, companies often become the targets of lawsuits that can cost them millions of dollars. Some of these lawsuits, e. The second important class of documentation concerns how to use technology. For example, a company that purchases machinery of any type, from punch presses to computers, needs manuals to explain to the people who will be using it how the equipment operates, when it is to be serviced, what to do when it fails, and so on.
Likewise, if a company purchases software for its operations, it must also acquire manuals which explain how the software operates and provide instructions to employees on how to use it.
Manufacturing concerns need extensive documentation to stay abreast of government regulations, safety standards, and other issues legislated by local federal, and state agencies. Handbooks and manuals are also used in training programs, often in the form of tutorial or instructional guides. Here the object is not merely to document a process or procedure, but to actively teach something. Many policies, particularly those that have a direct impact on the employee and the company, may require follow-up training as well.
Such topics might include sexual harassment policies and codes of ethics. Also, computer users may require in-class training on different functions of computer hardware and software.
Thus, handbooks and manuals are integral parts of in-house training programs. There is seemingly no end to the number and types of documents needed to support a company's operations. Computers have greatly facilitated the production of manuals and handbooks, as well as providing an efficient medium for disseminating their content.
Simple printed manuals, such as those for internal use, can be easily and cheaply produced using standard word processing software. With more advanced desktop publishing software—and someone who knows how to use it—a company can also produce highly formatted, professional-quality publications using source files generated on a desktop computer and shipped out for printing and binding. If the documentation is to be hosted on a corporate intranet or other electronic medium, the process may even be simpler, requiring only a conversion of the files to a readily viewable format like HTML.
Handbooks and manuals are written by anyone from entry-level custodians to the chief executive officers of corporations. Who writes a particular document depends on the size of the corporation, the expertise of the employees, and the purpose of the manual. There are also specialists who are employed full-time or on a contract basis to produce manuals. Many of them fall under the broad headings of technical writers and graphics artists. Graphics artists produce the illustrations that accompany the text in handbooks and manuals.
Technical writers specialize in producing scientific or industry-specific information in readable form for lay persons. Often, scientists rely on technical writers to translate the special terminology they use in their fields of expertise into understandable terms for non-scientists or product users. The purpose of technical writing is to reduce to understandable terms language that might be hard for the average person to comprehend.
For example, data processing technical writers produce a wide range of manuals. They might produce user manuals for computer users and systems manuals for programmers and analysts. Technical writers in scientific fields might produce research proposals for professors and consultants or a procedural manual for a geological team to follow. Not all manuals and handbooks are written by technical writers. An administrative assistant might be asked to write a handbook explaining to coworkers or temporary workers how to use a switchboard or a computer.
The chief executive officer of a small corporation may put together an informal handbook for managers on how to supervise people, handle customer returns, etc.
Generally, who writes a manual is less important than whether the manual serves a practical purpose, by teaching employees, customers, and other audience members about a procedure, policy, technique, etc. Handbooks and manuals are only as effective as the manner in which they are presented. The same rules that apply to any form of writing apply to manuals and handbooks.
They must be written clearly, concisely, consistently, and accurately. If they are not, the audience for whom they are intended will ignore them, which can lead to problems for some companies.
Document writers must define three things before they write a manual or handbook: audience, purpose, and scope. Once they have defined each, they can begin the writing process. The audience is important because different groups of people have varied levels of understanding about certain topics. Or, an audience may not be fluent in the language in which the manual is being written. This is particularly true in today's emerging global market environment. Many products are not manufactured in the countries in which they are sold.
This practice, although perhaps cost-efficient, can lead to poor documentation when product documentation is written by individuals who aren't fluent in the export country's language. A company based in Taiwan, for example, may include with its products instructions written in hard-to-understand English. In such cases, the documents may be useless to consumers. Even if the writer and the audience do speak the same language, there is a critical need for audience definition. Depending on the anticipated reader, manual writers must choose relevant terminology and make assumptions about what needs to be explained and what is considered obvious.
If it's necessary to use technical terms, they may need to be defined. Similarly, the use of illustrations should also be dictated by the intended audience's profile, with diagrams or screen shots being chosen to clarify points that are most crucial or difficult to understand. Defining the audience is only the first step in producing a manual. The writer must also understand the manual's purpose. Is it meant to be instructional?
Does it present the solution to a problem? The manual's purpose dictates to a great extent how its contents will be presented. For example, if it is instructional, the writer must be able to perform the procedures contained in the manual, because if a "how to" writer is unfamiliar with the procedure being documented, there will be inevitable errors in the manual that will defeat its purpose.
Manuals should also be as comprehensive as possible within a defined scope of coverage; in other words, the manual should have defined boundaries of coverage and should observe these boundaries. This means not including too much or too little.
The scope is mostly determined by the purpose, e. However, the audience may also influence scope, e. A writer should make every effort td include all the information that is required by the audience to understand the topic or follow instructions. For instance, if a manufacturer encloses with a product a manual explaining how to assemble it, unpack it, install it, or maintain it—the manual's scope—each of these aspects should be addressed fully.
If the policies are not well documented, the auditors could potentially report an internal control weaknesses and note them in their audit report.
In addition, various agencies require employers to develop and follow policies related to employee benefits, time reporting, etc. If a formal manual is not in place, the best way to start is with a general overview and then proceed to documenting the specific details in each area — such as payroll, disbursements, receipts, monthly close process, etc.
Another good tool to incorporate in the policy and procedure manual is a calendar of due dates. A trained specialist technical author takes all of the above into account. Preparing the manuals properly results in benefits all round — operators are properly trained in the daily use of the equipment, and technical staff are able to maintain the equipment throughout its life cycle and to procure and replace spare parts correctly and safely.
All of this leads to cost savings and availability for the end-user, and reputation enhancement and repeat sales for the manufacturer. Although paper-based manuals are still with us nearly 40 years after the creation of the desktop computer, on-screen technical manuals offer huge benefits to both the end-user and the manufacturer. IETPs also allow manuals to leave the workshop environment, allowing technicians to take an entire suite of manuals to the equipment in the field via laptop computers, tablets, and hand-held devices.
The US military took this step many years ago to support their wide-range of complex equipment. Their technical manuals are kept up to date by allowing globally-dispersed forces to access a cloud-based portal where the latest amendments and revisions are available for download or direct access. More than 20 years ago, the SD specification was developed by major European aircraft manufacturers as a means of standardising the interchange of technical information for use in technical manuals.
The concept was to create support information descriptive, procedural, operational, parts, fault-finding, and training etc. Each data module was allocated a unique item identifier code that was specific not only to the equipment type but also to any model variations.
The benefits of this approach were numerous and represented a paradigm shift in the way that technical manuals were produced for those using SD.
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