Designing computer documentation that will be used: Understanding computer user attitudes

At the Los Alamos National Laboratory we have over 15 years of experience in designing computer documentation for computer users of the Los Alamos Integrated Computing Network (ICN), which includes five major operating systems. Currently there are over 6,000 users of the ICN: programmers, scientists, technicians, managers, technical editors, and secretaries. They can choose from more than 1,000 printed documents and a variety of online information sources. Because of this plethora of information, many users do not know where to find the information they need. And, after finding the right document, they may be dissatisfied by the way the information is presented. Over the last few years we studied our computer users and their needs for information. Our objective was to develop a model that could be used to organize the mountain of computer documentation that is needed for complex computer networks. In this paper we present the results of this study. We find that user attitudes toward information acquisition fall into three categories: (1) no time to learn, (2) want to learn, and (3) know what I want. No-time-to-learn users generally are using the computer as a tool and are trying to accomplish something in their own discipline. They need Quick Steps documentation that shows them what to do without explanation. Want-to-learn users have the time and inclination to learn a computing topic in a methodical way. They need Learning documentation that teaches the use of computers by developing an understanding of computing concepts and providing a foundation for generalization. Know-what-I-want users generally are knowledgeable in a specific computing area and simply want to look up particular information. They need Reference documentation. We find that these user attitudes significantly determine documentation needs, even more so than do experience or background. We reject the significance of alternative factors, including casual vs. expert; programmer vs. nonprogrammer; scientist vs. manager vs. secretary; and inexperienced vs. experienced. These factors tend to pigeonhole people and fail to recognize that a user can have different documentation needs at different times of each day. The types of documentation resulting from this understanding of our computer users are (1) Catalog, (2) Quick Steps, (3) Learning, and (4) Reference. Catalog documentation helps all users select the systems and documentation they need. It compares system capabilities in tabular and textual forms. It may describe computing concepts that users must understand in order to make their selections. Quick Steps documentation shows no-time-to-learn users what to do without explaining it. There is little reading and there are lots of examples. Development of Quick Steps documentation is appropriate for systems that are used by many people. Learning documentation teaches the use of computers by developing an understanding of computing concepts and providing a foundation for generalization. There is lots to read and try. Learning information can be provided in a variety of forms, including tutorial manuals, computer-assisted instruction, and live or videotaped courses. It is useful for want-to-learn users who have the time and inclination to learn a computing topic in a methodical way. Development of Learning documentation is appropriate for systems that are frequently used and where in-depth understanding by many people would be useful. Reference documentation can be provided in a variety of forms, including comprehensive reference manuals, quick-reference cards, online help, and glossaries. It is useful for know-what-I-want users who generally are knowledgeable in a specific computing area and simply want to look up particular information. All computing topics require Reference documentation. Additional documentation, such as news about changed computing capabilities and public information for laymen, is also required. We believe that it is necessary to consider computer user attitudes in order to design documentation that will be used.