Bridging users & manuals creatively
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Posts Tagged ‘instructions’

New Feature: Edit and Create Manuals From Within doQer

Thursday, August 13th, 2009

Running the initial Beta trials of doQer hasn’t taken up all of our attention recently; we’ve also been working hard on adding a major new piece of functionality to the system. Whereas up until now users have only been able to put an existing manual into doQer, we’re now implementing the functionality required for users to actually edit their manuals from within doQer, and even create new manuals from scratch.

This capability represents a major piece of the jigsaw in making doQer a really useful application, and it has always been in our roadmap to implement, but it’s complex to achieve from a technical perspective. Embarking upon it, there were some key objectives that we wanted to achieve:

Version Control
It should be possible for users to revisit previous edits, compare, and revert to previous versions of the manual.

Easy Formatting
Writing the manual should not need extensive knowledge of a mark-up language. It should be easy, allowing users to put ideas down quickly to create a manual.

Media Manager
Uploading and including images in a manual must be easy and quick.

The more we thought about these requirements, the more it seemed that integrating a Wiki engine would do the trick. Wikis are flexible and powerful, and most importantly allow us to work with existing, stable code without reinvent the wheel!

Settling on a Wiki engine was difficult given the large number of options available. Luckily we found WikiMatrix, a really useful site that let’s you enter what you are looking for in a Wiki and then gives you a couple of options to try.

In the end we decided to go with DokuWiki:

DokuWiki is a standards compliant, simple to use Wiki, mainly aimed at creating documentation of any kind. It’s targeted at developer teams, workgroups and small companies. It has a simple but powerful syntax which makes sure the datafiles remain readable outside the Wiki and eases the creation of structured texts. All data is stored in plain text files – no database is required.

DokuWiki has all the features we need, and the syntax is perfect in it’s simplicity. The software is Open Source and lightweight, so we were able to modify it to integrate with doQer’s current features. It also keeps the manuals as text files, so from a development perspective it eases the difficulties of managing lots of database tables!

Once the new functionality is implemented, as well as allowing full authoring capabilities from within the browser, authors will benefit from complete version tracking that will enable them to see exactly what changes have been made to each document. It will even be possible to view older versions of the manual and compare differences. Basically, complete wiki-style version control will be available for every manual stored in doQer.

We’re really excited to be rolling out the new functionality. Beta trial participants will be seeing it very soon now…

The doQer Help Section: Eating Our Own Dog Food

Monday, July 13th, 2009

In parallel with the private beta testing that doQer is undergoing at the moment, we’re drafting out the “Help” text that will appear on the site to guide our users.

Of course, since doQer’s purpose is to host user manuals, all of the “Help” text will itself be contained in a user manual hosted on doQer. We’re eating our own dog food.

Making the manuals has actually been a very instructive process for us. As a developer it can be hard to put yourself in the shoes of the user, but using your own product for the purpose it’s indended, not just in a test scenario but on a real life project, really helps to identify areas for improvement.

The Popular Manuals

Thursday, June 4th, 2009

User Manual

We want to upload a few existing user manuals to doQer, for products that are already on the market, so that we can begin showcasing the application’s capabilities.

It seemed a good idea to figure out which manuals people use most, so I did a quick Google search for a list of the most popular manuals. Unfortunately, such a list doesn’t seem to exist online (I guess not everyone is as obsessed with user manuals as we are here a doQer!).

A different approach was required. It seems to make sense to assume that the popular manuals would more or less correlate to top selling consumer electronic products, so I followed that path by looking at the most sold products from online shops and websites like Amazon.com, Shopper.com, and PriceGrabber.com. Much easier to find!

The top products were:

  • Apple iPod Touch
  • Apple iPod Nano
  • Asus Eee PC 1000HE
  • Canon PowerShot SD880 IS
  • Canon PowerShot SD890 IS
  • Garmin Nuvi 265WT
  • Nikon D90 Black
  • Samsung BD-P3600
  • Samsung LN52A650

Obviously we need to apply a bit of common sense as well to figure out which user manuals are going to be in demand from this product list - for example, perhaps an iPod Touch user interface is fairly self-explanatory, whereas maybe a Canon Powershot requires a bit more explanation. For that reason, we doing a bit of our filtering ourselves too to decide which manuals to feature first.

We’ve now chosen a couple of manuals to start a proof of concept trial and we’ll soon welcome to the first manuals in the doQer collection!

Suffice or Entice?

Tuesday, May 12th, 2009

The original idea for doQer was inspired, in part at least, by a fantastic blog post from Kathy Sierra, founder of the Creating Passionate Users blog, that contrasts how vendors treat their customers before the sale compared to after the money has changed hands.

Her juxtaposition between the glossy brochures handed out to “entice”, compared to the grey user manuals that merely “suffice”, starkly illustrates an outdated approach to the user experience that, as Kathy points out, vendors just can’t afford to take any more. Users are talking to each other after the sale, and discovering the opinions of others before they purchase. The quality of user manuals now influences pre-sale decisions more than ever before.

That’s why we’re building doQer: we want to help vendors provide a great user experience after the sale, by providing instructions in a variety of different formats so users can pick and choose how they access the information.

Kathy says “What if instead of seducing potential users to buy, we seduced existing users to learn? … Truly passionate users will evangelize to others”. That really encapsulates the value of doQer.

What’s doQer?

Monday, April 20th, 2009

doQer was dreamt up to solve a problem: user manuals are a pain.

If you’re a company that makes widgets, the last thing you want to worry about is creating a user manual for them. You want to focus on making your widgets as good as possible.

But the people who are going to buy those widgets need to know how to use them. So you have to create instruction documentation, often in many different formats: a printed manual that you can ship with your product, a PDF file that your users can download, some online help files for your website, and so on.

It takes time to create and maintain all the different formats. In many companies, the formats are maintained separately, so whenever a change or correction is required it has to be made separately to the printed manual and the online version.

doQer aims to solve that problem. We’re creating a web application that will allow vendors to maintain just one user guide document, and will automatically create all the different formats of user information just from that one data source.

Simple, but (hopefully) very useful. We’d love to hear your feedback on features that we should be aiming for, and how we can develop the idea further.