Gathering Information for Documentation¶
Technical writing helps the end-user complete the task at hand. For example, if the task is straightforward and non-changing or the TW is familiar with the nitty-gritty of the product, TW will write the process and help the user complete the task with the set of instructions. If it’s a one-time product, then the rules follow, but in the software industry, this usually is not the case with the fast-paced changing technology. Then, how should the TW gather information?
In such scenarios, TW needs thorough research into the product. How long the research has to take place? If he/she gets too much involved with the research, two possibilities can happen.
First, he/she will have unnecessary piles of information.
Second, they will miss the deadline of submission.
To avoid these, before looking out for information, it is very necessary that you ask the right question.
What is the right question? Aren’t we looking for more information about the subject at hand? How one should come up with focused research?
To answer these, it would be better if we understand the purpose of the research. If we focus on the utility, relevance, and practicality of the gathered information, we can narrow down the content. Ok… it’s easy said than done!
How one can achieve utility, relevance, and practicality in the gathered information?
Let us try to understand how to gather the information into three steps:
- Understand the product.
- Develop a search strategy.
- Gather materials.
Understand the product¶
To help the end-user, it is necessary that you understand the product well. Be curious about the product. Ask as many questions as you can to clear your doubts about the product.
What issue product is solving?
Why it is the way it is?
How it is achieving the solution?
Is there any point you didn’t understand the product functionality? Write it down. Are you able to connect the dots with the knowledge so far gained? If the answer is No..! Write it down. What information do you feel is missing? Write it down.
It should be noted that, as TW, you do not have to get involved with the complexity of making the product, but the process of product tackling the challenge.
Develop a search strategy¶
From your knowledge set and the naïve understanding about the product, try to:
- Create a list of keywords.
- List the questions that need answers.
- Give an outline of the information collected.
Now, are you able to fill the gaps in the information? If the answer is still No..! Let us ask some more questions.
Who are the audiences for the information?
In what kind of information the audience will be interested?
When will the audience lookup for this information?
What are the sources available to collect the information?
Frame a strategy for your search depending upon the above questions.
Gather materials¶
So far, you were with yourself and the product. You struggled to understand and make sense of the product. Now, with the questions you have, start gathering the surrounding information.
To gather information, the following are the resources that will help you answer your questions:
- Conduct surveys, questionnaires, and checklists
- Interview with SMEs
- Check available documentations
- Audience Analysis
- Check and collect data from the Support team
- Case Studies
Conduct surveys, questionnaires, and checklists¶
Try to conduct surveys, questionnaires when need to get lots of information from people. It is easy to compare and analyze. Try to understand their pain points to be relevant in your research. This will further help you with what things need to be addressed in the documentation.
Interview with SMEs¶
Conduct meetings with Subject Matter Experts(SMEs) to understand their experiences, or learn more about their answers to questionnaires. This further helps you get the full range and depth of information.
Check available documentations¶
Look out for existing documentation about the product. Search if you get answers to your questions in the existing documents.
Audience analysis¶
Conduct audience analysis. This will further help you understand and address the issue properly. What kind of information the audience is looking for in the documentation.
Check and collect data from the Support team¶
Explore a topic in depth through reactions to an experience or suggestion, understand common complaints, etc.
This can be an efficient way to get much range and depth of information in a short time, delivering key information that needs to be addressed.
Case studies¶
Case studies help understand audience experiences through comprehensive examination through cross-comparison of cases.
References: