ABSTRACT
This chapter explains a key role technical writers can play in gathering the information and in making sure the manuals and other product-support documentation meets the needs of the users. The main thrust behind good user documentation is “knowing the user.” The user manual is part of the product and thereby affects how customer’s view product usability, capability, performance, reliability, and maintainability. A good user manual enhances customer’s satisfaction. A good user manual gives the customers the information they need, when they need it and in a format that is right for them. In competitive world, the user guide affects the usefulness of the product and the product’s acceptance by the customers. Writers and regulatory affairs personnel must work closely with the core team. Marketing, engineering and customer support often collect demographics of existing and potential users. Usability and user research focus on how a product is used rather than on the functions and features.
