User Manuals for Software

User manuals are a genre of technical documentation. In relation to software, the purpose of a user manual is to show users how to operate the software program. This is usually achieved through the use of written text, images, screenshots, infographics, and instructional videos. A user manual may be distributed as a printed document, or as an electronic one. Common forms of the digital user manual include chm windows, html websites, or wizards. Although user manuals are commonly written for software programs, they are not limited to any kind of product. Overview A typical user manual will be organized into these distinct sections: 1. Cover Page, which gives the title of the document, the company's identifying information, and an image. 2. Table of Contents, which lists the sections in the document. 3. Introduction, which gives an overview of the subject. 4. Quick Start, which provides a short set of instructions for experienced users. 5. Step-By-Step Instructions, which provides detailed instructions. 6. Systems Requirements, which describes the technology needed to run this software. 7. Troubleshooting, which provides solutions for common technological problems. 8. Frequently Asked Questions, which gives answers to common questions. 9. Glossary, which defines difficult terms. 10. Conclusion, which summarizes the document. 11. Getting Help, which provides the company's contact information. A user manual may omit one or more of these sections.

History
Some software-like devices from thousands of years ago are accompanied by user manuals. One of these is the Antikythera Mechanism, which is an ancient Greek analogue computer was found off the coast of the Greek island Antikythera in 1900 [8]. On the cover of this device are passages of text which describe the features and operation of the mechanism [8]. This is one example of a user manual from 2,000 years ago. As the modern software industry was developing in the 1980's, the question of how instructions for software programs could best be documented was contested. Software developers knew that user manuals were needed, if only because the knowledge required to operate these systems was more than one person could keep track of [3]. The problem was that users often became frustrated when using the current documentation, although different user's reasons for dissatisfaction often contradicted other user's feedback [3]. This led to the development of the Quick Start and Step-By-Step Instructions sections of user manuals, which provide resources for the diverse skill levels of users. Other considerations for writing a user manual that developed during this time include: the use of plain language in user manuals [3] the length and reading difficulty for user manuals [3] the role of printed user manuals in digital programs [7] user-centered design [7] These topics are still relevant to today's conversation around what makes a quality user manual.

Tips for the Writing Process
There are many different pieces of advice typically given to writers of user manuals. One tip writers can generally agree upon is that audience analysis contributes to a quality document. If a technical writer understands what users want to do, what their constraints may be, and what their experience level is, the writer can write the document with those variables in mind. When it is finished, the user will be more likely to find the document helpful. Another level of analysis that can be helpful is software analysis. It is important that the technical writer has a thorough understanding of the software program being documented. Otherwise, it would be difficult for the writer to explain how to use the product. When writing a user manual, take into consideration the following tips. Invest some time into the design of the document. An attractive and easy-to-read user manual is helpful to users [4]. Organize information in ways that are easily search-able. Many writers choose to include glossaries and indexes to help the user find information easily [4]. Use the procedural writing style. This includes the use of headings, the logical sequence of complicated steps and read-able formatting for important information, such as warnings [2].

Usability
Roy Chafin argues that the value of a user manual is determined by its ability to match the user's needs [4]. That is why many writers feel it is important to test a user manual throughout its drafting process. There are lots of ways a writer can test the usability of a user manual. Some methods are conducted using the scientific method, while others are more informal. Informal usability tests may be conducted by the writer or the writer's co-workers. Peer reviews, cognitive walk-throughs, or timed execution of tasks using the user manual are some examples of informal tests. For a more formal test, a writer may conduct surveys with users. Often these surveys ask the user to complete a task with the help of the user manual, while writing down trouble spots, questions, or voicing their thought processes aloud [1]. Another option is to conduct an experiment where the writer simply gives users the manual and asks them to complete tasks using the manual. If any part of the instructions is unclear, the writer may give the users hints [1]. All the while, the writer should take notes on the user's behaviors. After these tests, the writer can revise the document based on the feedback received.

User Experience Design
One method technical writers use to ensure usability is user experience (UX) design. Generally, the purpose of user experience design is to create a good experience for the user by making a product highly functional [5]. In technical writing, this approach recognizes the importance of considering the user's experience in the design of software and user manuals for software. Although user experience is a field of its own, technical writers often take on this role [5].

As a Rhetorical Document
Like any other document, user manuals perform a rhetorical function. Manuals do more than instruct the user. Often they seek to convince the user that the software program is superior in some way. This shows the influence advertising has on software user manuals. Many software companies develop not only a product, but a company culture that surrounds it. Consequently, one requirement for the documentation of some companies is that they reflect the company culture. Jennifer Maher argues that these companies turn the technical writer into a software "evangelist", who persuades users into brand loyalty while instructing them [6]. Others, such as Philip Hodgson argue that technical writers must avoid marketing a product in the instructions, since the user already bought the software program [4]. This debate is relatively new, so it has not yet been settled by scholars of technical communication.