Why Traditional FAQs Don’t Work

In today’s world of 3-second hook points and micro-learnings, the old FAQ just doesn’t cut it anymore. Users no longer have the patience required to read through a document to find their answer and Tech writers need to re-think the FAQ in order to hold their attention. Enter the micro-FAQ.

The micro-FAQ is a new approach to delivering information that is both concise and user-friendly. It’s designed to be read quickly and easily, without all the extra noise and fillers that you typically find in a traditional FAQ. Rather than a long list of questions and answers, the micro-FAQ, disguised as a “Beginner’s Guide” or “Welcome Guide”, delivers information in small chunks that are easy to read and understand. Coupled with engaging graphics and clip art, this format is perfect for users who are looking for quick answers to their questions without having to wade through a lot of unnecessary information.

By anticipating the questions their audience might have, the micro-FAQ allows the tech writer to craft the type of experience the user has with the product and hopefully, prevent calls to the Help Desk.

Plus, micro-FAQs are much easier to keep updated than traditional FAQs. During the pilot phase of the project, the questions that users have will change as features are are approved and enabled. With a micro-FAQ or “Beginner’s Guide”, you can quickly and easily update your answers to reflect these changes, without having to completely overhaul your entire FAQ document.

The traditional FAQ is dead. Long live the micro-FAQ! In today’s fast-paced, ever-changing world, tech writers need to rethink the FAQ in order to keep up with the times. Micro-FAQs are shorter, more concise answers to specific questions that are designed to be read quickly and easily. Plus, they’re much easier to keep updated than traditional FAQs. If you’re looking for a way to improve your user experience and keep your FAQ section current, consider making the switch to micro-FAQs today.

November 13, 2022 0

Writing for the User Experience: The Three “E”s of Technical Writing

As technical writers, we know that documentation is vital to the user experience but, the best technical writers know that the key to a great UX is to include the three “E”s: expectations, engagement, and empowerment. By keeping these three elements top-of-mind, technical writers can produce documentation that exceeds user expectations, engages them on a personal level, and empowers them to be successful. Let’s take a closer look at each of these three “E”s.

Expectations

The first “E” stands for expectations. It’s important to set the right expectations for your users from the very beginning. For example, if you’re writing documentation for a complex piece of software, it’s important to let the user know that upfront. Otherwise, they may get frustrated when they encounter difficulty using the software and think it’s due to a lack of understanding on their part.

Your users will have expectations too. They expect the document to be clear, concise, and free of errors. They also expect it to be easy to navigate and understand. If your document falls short in any of these areas, users will likely become frustrated and give up on trying to use it.

2. Engagement

The second “E” stands for engagement. In order to keep your users engaged with your documentation, you need to write in a clear and concise manner. Using plenty of headings and subheadings to break up the text will make it easier to scan and don’t forget to include plenty of examples and screenshots to illustrate key points.

In addition, it is also important to engage users on a personal level. One way to do this is by using case studies or real-world examples whenever possible After all, people are more likely to use something if they feel a personal connection to it. When writing your documentation, be sure to use a tone and style that is approachable and relatable. Write like you would speak— without using jargon or overly technical language.

3. Empowerment

The third “E” stands for empowerment. Your goal should be to empower your users with the knowledge they need to be successful. Give them the information they need to complete their tasks efficiently and effectively. Anticipate their questions and concerns ahead of time so that you can address them before they even have a chance to ask In addition, don’t forget to include links to additional resources where users can go for more help if they need it. By empowering your users, you’ll create advocates for your product or service—and for your company as a whole.

The next time you sit down to write some documentation, keep the UX in mind by including the three “E”s: expectations, engagement, and empowerment . . . your users will thank you for it!

November 6, 2022 0

The Importance of a UX Approach to Technical Writing

As IT professionals, we are often asked to document software or hardware functionality for our users. It is important that we approach this task from a user experience (UX) perspective. When we take a UX approach to technical writing, we consider the user’s needs and goals first and foremost. By doing so, we can create documentation that is clear, concise, and easy to use.

Why UX Matters in Technical Writing

User experience is all about meeting the user’s needs in the most effective way possible. When we take a UX approach to technical writing, we think about what the user needs to know in order to use the software or hardware successfully. We also consider how best to present that information so that it is easy to find and understand.

There are a number of benefits to taking a UX approach to technical writing. First, it helps us create documentation that is truly useful to our users. Second, it makes our documentation more user-friendly, which can save our users time and frustration. Finally, it can help reduce support costs by making our documentation easier to use.

Technical writers who adopt a UX approach are better able than ever before meet the needs of their users. They understand how users interact with products and services and can design their documentation accordingly. By empathy with their audience and taking into consideration their level of expertise, task demands, motivation, values etc., technical writers can design clear, concise documentation that is easy for users find what they need and get their job done quickly without frustration. Adopting a UX approach also allows technical writers to collaborate more effectively with other members of the development team such as designers and engineers by providing them with insights based on an understanding of the user’s needs.

When Should You Use a UX Approach?

As IT professionals, we should always be thinking about how we can best meet our users’ needs. However, there are some cases where a UX approach is especially important. For example, when you are creating documentation for new software or hardware, or for complex processes with multiple steps, a UX approach can help ensure that your documentation is clear and easy to follow. Additionally, if you are working on a project with tight deadlines, a UX approach can help you save time by streamlining the documentation process.

A UX approach to technical writing is important because it helps us create documentation that is truly useful to our users. By taking the time to consider what our users need and how best to present that information, we can save time and frustration while also reducing support costs. So next time you’re tasked with creating documentation, remember to put yourself in your users’ shoes and think about how you can best meet their needs. Only then will you be able to create truly great documentation.

October 30, 2022 0

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