This paper presents theoretical and practical arguments for a new direction in task-based, computer documentation. It ar gues that common tasks that we document for users have grown in complexity to include many stages where decisions affect the outcome. The term "complex problem" is used to describe this scenario, in that users struggle to understand the obstacles to completion of a task, and the criteria for success at each stage.The design of information for "complex problems" is seen as needing to include Problem Analysis as a parallel activity to Task Analysis. This analysis can be used to highlight tasks for special attention in the information outline, when they are "seen" by the users as containing major challenges or problems. A definition of users in this context is also argued to confound the traditional view of audience analysis, in that so many different audiences use the same technology and encounter the same problems with many products. The biggest problem occurs when people learn to cope with particular technology in a superficial way, and then fail to transfer this knowledge to upgrades or new technology.The shift in documentation strategy recommended by this paper is summarized as adopting a "problem focus" by integrating the planning of tasks that involve complex problems in the stream of task steps. This involves the integration of the related tasks into the flow required for the whole solution. These arguments are developed in the Introduction and Background sections, and elements of the "problem-focused" style of information are demonstrated through examples from jobs I have had in areas that involve complex problems. Finally, the recommendations for this new approach are summarized in the Conclusion.
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Using problem analysis to support decisions and planning in complex processes
Hallgren, Chris
Follow ACM SIGDOC Asterisk Journal of Computer Documentation
, Volume 21 (1)
Association for Computing Machinery – Feb 15, 1997
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