The staff of User Services supports instructional and research computing as well as administrative uses of microcomputers. We don't have the luxury to specialize in a particular type of computer, software, or user. Each of us needs to be familiar with much of the supported software and be ready to answer those quick questions from a variety of sources. Often, a well-written handout is the fastest and most effective way of doing this. This paper will describe the methods by which we develop, catalogue, and distribute what are hopefully well-written handouts.
Documentation can be formal or informal.
We are all familiar with the following scenario. Someone asks you a question. You go through the procedure with them and accomplish the task at hand. But for that person to perform this procedure on their own, the next day or a few months from now, what was done needs to be written down or, if appropriate, pointed out in the manual. The most accurate instructions are written as you work through the procedure, not after the procedure is done.