The “5 Whys” is a question-and-answer technique used to discover the root cause of a defect or problem. It is an approach used in the Lean manufacturing methodology, as well as the Six Sigma business management strategy. Here’s an example of the 5 Whys technique: Problem: The vehicle will not start. Why? – The battery is dead…. Read more »
Category: ROI
How do you measure the effectiveness of operations manuals and other procedures documents?
When reviewing an organisation’s procedures documents, there are a number of key factors we look at. These relate to the value of the document itself, how it is structured and the clarity of the content (i.e. the words and sentences). One way to rate these factors is by a simple red, amber, green traffic light… Read more »
The Lean user guide
It was suggested I read The Lean Startup, by Eric Riess. This book outlines how principles of Lean manufacturing can be applied to startup businesses, and software businesses in particular. For startups, it’s about how to figure out the right thing to build – that people will pay for – as quickly as possible. I’m still reading it, and so far, it is very good.
It begs the question:
Where does user documentation fit in a Lean startup, and can the principles of Lean be applied to User Assistance?
Measuring the value of Help in desktop applications
One of the challenges for Technical Authors is quantifying the value of what they produce. For example, how can you tell how many people are reading online Help when the software is installed on someone’s desktop computer? One application mentioned in passing as last week’s UAEurope conference, ApplicationMetrics, might be able to provide the answer. ApplicationMetrics… Read more »
Any user guide, as long as it’s black
At last week’s UAEurope conference (and in this season’s Communicator magazine), Dr. Tony Self suggested how car manufacture can be an allegory for the technical communication profession. Henry Ford revolutionised car manufacture when his production line replaced the method where cars were hand-made by artisans. Famously, Henry Ford offered the Model T in “any colour…… Read more »