Challenge: Convey how-to information to end users in a format that is easy to follow and addresses all key business activities performed in the system.

Method:  Not all users respond the same way to user education materials. Some are well served by large reference guides or step-by-step instruction manuals, while others prefer contextual online help, or quick reference materials that briefly describe key features. I understand that different user groups have distinct needs, require differing levels of detail, and exhibit varying levels of proficiency with software products.

I start by identifying the characteristics of the audience and determining the type of deliverables that are most likely to serve their needs.  I then analyze the system, learning its features and judging its complexity.  From this information, I propose a document or suite of materials that address the needs of the users, and provide a proper framework for the content.  Through this process, I ensure the development of materials that will best suit both the people and the information involved.

Result: Users have a relevant how-to resource that they will not hesitate to turn to for support.