Re: Request for change

[Karen_Mayer -dot- TOUCH_TECHNOLOGY -at- NOTES -dot- COMPUSERVE -dot- COM]

  I think Eric has a very good point. Some of our discussions (and I'll
  admit to participating) seem to be a little on the "so what?" end of the
  profession. (Then again, I love language so I like to argue the finer
  details, but those subjects are probably better suited for a forum on
  linguistics rather than technical writing.)

  So, first let me thank Eric for reminding me (thanks, Eric!), then I'll
  let you all know what dilemma I'm facing and see what you think.

  My boss is a former tech writer turned developer turned manager. We're
  developing a *new* type of product, one that does not currently exist in
  this country (USA), so writing the documentation will be more than just
  letting users know the difference between our product and the leading
  brand. It's a complex product -- rather like a computer network -- so
  there are many pieces that will be operated by different individuals
  within the company. Some people will have higher "security clearances"
  than others and will be able to perform tasks for which others should not
  even receive instructions.

  The problem: boss wants us to develop "system" documentation rather than
  "user" documentation -- that is, how the system works vs. how to use the
  system. I believe he feels it will be easiest to write that kind of
  document, and since we have only two writers, that's probably a real
  valid concern. I believe, however, that each type of user should receive
  instructions relevant to his or her tasks, and no more. I don't think we
  should create one user guide for the security system that all users will
  have access to (even if they don't have access to the system).

  Face it, users typically consult the manual only when they're stumped.
  They need to do something and can't figure out how. If we organize the
  manual by system functions, I would think that *finding* the information
  would be as difficult for the user as figuring it out on his own!

  What do you think? If you disagree with me, why? If you agree, can you
  suggest how I can convince my boss that the user approach is better?
  (This issue does keep me up at night!)

  Thanks,

  Karen