Documentation for the user

Abstract

Providing information for users is an omnipresent problem in most computer service organizations. Documentation is continually produced to fill the information gap. There is a constant attempt to keep "old hands" aware of new systems as well as changes to vintage systems. At the same time, computer services must communicate with potential users to make them aware of how the computer might aid them. Quite often the result of this effort is a kaleidoscopic communication situation. The computer user is baffled by the bewildering array of information from computer services.To help solve some of the documentation problems, the Kansas State University (KSU) Computing Center implemented a three-level documentation system. Under this arrangement, a confusing array of material was organized into a manageable set of documents. First, let's take a look at some of the documentation problems; then we'll discuss the three-level approach.