ABSTRACT
When working with a code base, developers maintain good developer documentation, so that future developers can understand the functioning of every module and function in the code base. Earlier chapters have identified techniques for establishing and using good developer documentation. However, software development also requires maintaining good user docu-
mentation. Such documentation connects the software to its users. It can be viewed as a technical (reference) manual of how to's for using the software to perform each of the tasks that the system supports. User documentation can also act as a tutorial for beginners when they encounter the software for the first time. User support is not only about documentation; it is also about feedback
and responsiveness. A variety of tools are available today for maintaining communication channels between developers and users. The effectiveness with which these channels are used follows directly from how well they are set up and supported by the developers. This chapter begins by reviewing principles of good writing, especially as
they apply to writing user documentation. Next, we discuss ways of integrating written documentation within the code base, so that users will have immediate support when they interact with the software. Third, we cover other ways of maintaining user support, including user training, forums, and feedback surveys.
