Great Technical Writing Tell Your Users What To Expect
Below is a MRR and PLR article in category Writing Speaking -> subcategory Writing.
Great Technical Writing: Setting Clear Expectations for Users
Overview
In your user documentation, guiding your reader through tasks with your product is essential. Without clear information on what to expect, users may become confused, leading to dissatisfaction and costly technical support calls.
Example: Reverse Osmosis Water Filter
When I installed a Reverse Osmosis water filter, the instructions advised filling and then emptying the tank. Misleadingly, the term "dump" was used, risking potential damage to the system.
The filter's capacity was about 100 gallons per day, so I assumed the initial 4.5-gallon fill would take less than an hour. After waiting without results, I called technical support, who informed me it takes about two hours for the tank to fill. A simple note stating, "The tank initially takes two hours to fill," could have saved time and money.
Example: Upgrading a Router's Software
While updating my Cable/DSL router, the system made checking for updates easy but failed to indicate how long the download process would take. Unsure, I canceled the update prematurely, then restarted and waited longer. It completed successfully a few minutes later.
Including a phrase like, "The software update can take up to five minutes," would alleviate user anxiety.
Ineffective Progress Indicators
Progress indicators can often be misleading, sometimes exceeding 100% completion or appearing stalled. Ensure they reflect actual activity and time needed, rather than file quantity.
Learning from File Downloads
Communicating expectations isn't new. Download sites often predict download times based on your Internet connection speed, demonstrating effective user communication.
Example: Understanding Product Indicators
Another illustration involves a smart battery charger with confusing indicator lights. Upon insertion, the light turns on, then off while still charging, and may illuminate again near completion. Users mistakenly assume a dark light signifies a full charge, leading to frustration.
This confusion could be avoided by explaining the indicator's operation in the documentation.
The Bottom Line
Clearly outline what users can expect while using your product. Whether it's the duration of a task or the meaning of a device indicator, this transparency enhances user comfort and reduces technical support issues.
Don’t let your readers remain puzzled or guess their way through. Clear documentation fosters user satisfaction and decreases support costs.
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