Skip to main content

User Manuals and Guides

The user manual is the primary document your customer turns to when they need to accomplish a task. Its existence significantly cuts down on support tickets. Your mission is simple: get the user from "I have a problem" to "I solved it" as quickly and painlessly as possible.

Audience: The User, Not the Engineer​

Unlike internal documentation, the user manual is written for a non-technical or semi-technical audience.

Key Audience Considerations:

  1. They are Goal-Oriented: Users don't read manuals for fun. They come with a specific task (e.g., "I need to print this document," or "How do I add a new team member?"). Your content must prioritize solving that problem immediately.
  2. They Hate Jargon: Avoid developer-speak, obscure acronyms, and internal project names. If you must use a technical term, define it in a simple Glossary.
  3. They Skim: Assume the user will only read the bare minimum. Use strong headings, bold key terms, and visual aids to make the content easy to scan.

The Structure of a Great User Manual​

Effective user manuals are not encyclopedias; they are organized for navigation and task completion. A common, highly effective structure is the DITA model of Concept, Task, and Reference.

1. Concepts (Understanding the "Why")​

This section provides a foundational understanding of a feature or a larger system. It introduces the user to the underlying idea before the "how-to."

  • Content Focus: Explanations, overviews, and terminology.
  • Example Headings: "Understanding the Dashboard," "What is a Project in this Software?", "Key Terminology."

2. Tasks (The Core "How-To")​

This is the heart of the user manual. Each topic in this section must be a clear, step-by-step procedure designed to help the user complete a single, definable action.

  • Content Focus: Sequential, numbered steps, clear instructions, and expected outcomes.
  • Best Practice: Each task should start with a clear objective (e.g., "To create a new report, follow these steps...") and use action verbs (Click, Select, Enter, Navigate).

A well-structured task is a life-saver:

  1. Navigate to the Settings menu.
  2. In the User Preferences section, click the Edit Profile button.
  3. Enter your new email address in the field labeled Primary Email.
  4. Click Save Changes. A confirmation message will appear.

3. Reference (Looking Up the "What")​

This content is for quick lookup and technical details. It is not sequential reading; it's a resource to be consulted.

  • Content Focus: Tables, lists, field descriptions, API details (if public-facing), and error messages.
  • Example Headings: "Error Codes and Troubleshooting," "Field Definitions," "System Requirements."

Best Practices for Writing Clear User Guides​

Keep it Scannable with Formatting​

  • Use Lists: Always use numbered lists for steps (sequence matters) and bulleted lists for features, options, or prerequisites (sequence does not matter).
  • Use Visuals Strategically: After a block of 3-5 steps, include a screenshot or diagram to confirm the user is on the right track.
  • Consistent Highlighting: Use a consistent method (e.g., bolding) for all interface elements (buttons, menus, links) to help the reader visually parse instructions.

The "In-App Text" Trap​

A common mistake is treating your manual like a separate book. Your documentation must align perfectly with the software's UI text.

  • If the button in the app says "Submit Order," your documentation must say: "Click the Submit Order button."
  • If the error message is "Authentication Failed," your troubleshooting guide must address the error using that exact phrase.

Focus on Troubleshooting​

The moment a user encounters an error, their patience drops to zero. A great user manual anticipates failure:

  • In-line Troubleshooting: For complex tasks, add a note like: "If you receive the 'Timeout' error, check your firewall settings before continuing."
  • Dedicated Section: Create a dedicated Troubleshooting/FAQ section that addresses common pain points and known limitations.