I still say you have to figure out a way to make it easier for them to find the information that has changed, without rereading the entire manual. Perhaps you could list a version history with what's new in each version. Then you could ask the engineer to check the version history and read the related sections of the manual before complaining that it doesn't work.
-- Regards, Shmuel Wolfson Technical Writer 052-763-7133 Garnier Garnier wrote: > Hello Nancy/Shmuel/Sharon,& others, > > Thanks for the response. I handle documentation for the EDA (Electronic > Design Automation) industry. All user/reference/training manuals are very > technical so am not sure if having a separate dos and don’t's page(s) would > help because it will vary with each design and with simulator/synthesizer > that the user selects for the simulation or synthesis. Still thanks for the > suggestion I will try to explore the same. > > I agree with Nancy as the management support is definitely important. I am > not defending myself. Whenver a new recruit has to go through the training as > part of induction they are able to simulate each of the design convered in > the training material. Since the new recruits are not aware of the product > they end up reading each page of the training material and able to perform > each step as required- like changing the block parameters before simulation > or compiling the imported blocks before adding to the design for simulation > etc. Whereas the existing field engineers are aware of the product so never > bother to read the contents. For example one of the engineers attempted to > perform C simulation for a design with imported blocks. This is because any > design with imported blocks needs to be compiled separately before adding it > to the design and then one needs to run Co-simulation or RTL Simulation. In > this case C simulation will fail. This concept is clearly > documented but the engineer kept sending nasty mails complaining that the > design is faulty. I then sent him the page number of the material wherein the > instructions are clearly mentioned. After that he did not bother to respond > because he could then run the simulations successfully. Or the Engineer > attempting to run the tool on a RHEL version that we do not support. The S/W > and H/W requirements are clearly documented still whatever is available at > the client end they attempt to run the designs on that OS. There are many > such similar cases. During my appraisal this issue was brought up and I have > been asked to find methods as to how I can compel the engineers to read the > contents. How can I when the engineer is overconfident about his knowledge > about the product? It is for the managers to bring this up. As already > mentioned the new recruits have never complained and used the same training > material to understand the product/module whereas the existing > engineers are constantly complaining. The saddest part is whenever there is > a feature addition/modification the contents are immediately updated and > mails sent to all engineers with a request to exercise the new/modified > features and also provide feedback. Nobody responds. When they go for > customer training they start using the new feature without reading the > modified contents. Assuming the working of a feature and actual working of a > feature are different. When a feature does not yeild the required results > because of the modifications then I start receiving harsh mails that the > designs are not working as expected. Since I handle the training material all > the barbs are directed to me even if the design is faulty for which the R&D > is responsible. Though a writer over a period of time I have gained > sufficient knowledge about the product so always test each feature myself > before making it available to Engineers. Now I am definitely at a loss as to > how the > situation can be improved. As Nancy suggested the head of the Engineers > should pressurize them to do their homework before visiting the customers for > training or use the material during their free time to understand the module > and also provide feedback for further improvement. Looks like I am asking for > the impossible as this never happens. > > Thanks once again to each one of you. > > Warm Regards, > > Garnier > > > -----Original Message----- > From: Nancy Allison [mailto:ma...@verizon.net] > Sent: Monday, May 18, 2009 7:11 PM > To: garnier_framescr...@yahoo.co.in > Subject: Re: Motivating end users to read the user manual > > And, again, this time with "Plain Text" selected. > > > Hi, Garnier. I'm replying to you individually and copying to the forum, > because I'm really interested in other people's responses, as well. > > I'm working at a company where the head of engineering says, "Nobody reads > the manual." Basically, they've written off the value of what I do and > therefore don't support it. Sounds a bit like your place. > > > > I believe the most important element to changing your situatkion is > management support. If you can get a higher-up to start spreading the word > that your manuals are valuable, good things will flow from there. If you can > get the engineers' manager to push them to use the doc, that will make a > difference. If it becomes unacceptable for an engineer to complain about > something that is covered in the doc, they'll stop. If there's some way to > measure their use of the documentation in their job performance reviews, > they'll start using the documentation. > > > > Basically, if it becomes embarrassing for them (and if they lose points on > their job reviews) for failing to perform procedures that are covered in the > documentation, they'll start using it. > > > If that happens, eventually you may even get useful feedback from the > engineers. For example, maybe they'll tell you which procedures they follow > again and again, and you'll get the go-ahead to create a Quick Reference > Guide that is pocket-sized. That sort of thing. > > Without management support, though, it's almost impossible, unless you have > an amazingly charismatic personality. (Do you???) > > Good luck. > > --Nancy > > -----Original Message----- > From: Sharon Burton [mailto:sha...@anthrobytes.com] > Sent: Monday, May 18, 2009 7:52 PM > To: 'Shmuel Wolfson'; 'Garnier Garnier'; 'Framers' > Subject: RE: Motivating end users to read the user manual > > Have you considered sitting with the users and asking them what the issues > are and why they don't like the materials? Don't defend what you've done, > listen to why these materials are not doing what you think they should be > doing. Ask questions, lots of questions. > > It could be as easy as they are visual learners and they need flow charts > and other graphics. It could be as complicated as they never see the > training materials because those get locked away somewhere. Perhaps Job Aids > and Quick Starts would help. > > But until you talk to the users and find out what they need that they aren't > getting, you're only guessing. You don't get to decide the docs are > sufficient, tho - your users get to decide that. > > > sharon > > Sharon Burton > 951-369-8590 > IM: sharonvbur...@yahoo.com > Blog: madcapsoftware.wordpress.com > > > -----Original Message----- > From: framers-boun...@lists.frameusers.com > [mailto:framers-boun...@lists.frameusers.com] On Behalf Of Shmuel Wolfson > Sent: Monday, May 18, 2009 6:47 AM > To: Garnier Garnier; Framers > Subject: Re: Motivating end users to read the user manual > > The fact is that people don't like to read. Exhaustive training material > is "exhaustive" to read. > > If there are specific "do"s and "don't"s that are *not* intuitive, make > a short 1-3 page list, print it on color paper, and put it in the box > with the product. That they might read. > > _______________________________________________ You are currently subscribed to Framers as arch...@mail-archive.com. Send list messages to fram...@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
