How Poor In-house User Documents Cost You Twice What To Do About It
Below is a MRR and PLR article in category Writing Speaking -> subcategory Writing.
How Poor In-House User Documentation Costs You Twice?"and How to Fix It
Overview
Many organizations develop in-house tools or customize commercially available tools for their own use. Proper documentation of these tools is essential for their effective utilization across the organization.
If this documentation is lacking or poorly written, it incurs a double cost:
1. Technical Support Costs: Poor documentation increases the need for users to seek support, driving up technical support expenses.
2. Lost Time Costs: Employees waste valuable time trying to decipher unclear documentation, which reduces productivity.
The First Cost: Technical Support
When user documents are inadequate, users frequently need technical support. For internal users, this often means reaching out to the tool's developer. Since developers typically earn more than support staff, this cost can be substantial, making poor in-house documentation particularly costly.
The Second Cost: Users’ Time and Resources
External users and their employers bear the brunt of confusion and wasted time. Internally, your organization absorbs these costs directly as employees struggle with perplexing tools and documents, further doubling the financial impact.
Psychological Costs
Poor documentation also leads to psychological effects:
- External Impact: Frustrated users may form a negative view of your company, potentially affecting business relationships.
- Internal Impact: Poor documentation can lower employee morale. Common sentiments might include dissatisfaction with company standards or a decline in perceived quality.
Solution: Informal Reviews
Once documentation is drafted, it should undergo an informal review process.
Self-Review
The document's author should begin with a self-review:
- Use spelling and grammar tools to catch basic errors.
- Set the document aside for a day or two before reviewing, allowing for a fresh perspective.
- Review with the mindset of a user, assessing clarity, accuracy, and completeness.
External Review
An external review should also be undertaken when possible:
1. Engage a Potential User: Choose someone unfamiliar with the tool to review the document. Their insights will be invaluable.
2. Collect Feedback: Ask if the document provides necessary information, is easy to navigate, and effectively answers questions. Note any areas needing improvement.
3. Implement Changes: Revise the document based on the feedback received.
If a formal review is not feasible, even a casual read-through by another person can offer valuable insights.
Final Thoughts
The review process should be collaborative, aiming for quality rather than perfection. Encourage feedback in a supportive environment to ensure effective user documentation that benefits everyone involved.
You can find the original non-AI version of this article here: How Poor In-house User Documents Cost You Twice What To Do About It.
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