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DocumentationWhen users complain about documentation, they most often complain about what they didn't receive, not what they did receive. What they didn't receive is typically a very small percentage of the total documentation task. Unfortunately, the missing parts are usually about key functionality for their particular use of the system, or about items needed to train or assist new users. (Otherwise, why would they complain?) For new systems, "Where do I start?" or "What do I do first?" are the most common questions. For system upgrades or replacement systems, users want to know "what's different" now for the main tasks that they perform. Since documentation is usually written by the technical side of the house, the viewpoint or orientation is often very different from that of the system end users. If a documentation review is performed early on in consultation with the actual system end users, the "hot issues" can be identified and incorporated into what is initially delivered. This can greatly reduce the time that installing personnel spend in end user indoctrination, and contributes significantly towards high customer satisfaction at that critical project point -- system delivery and turnover.
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