Technical Writing and Presentation Skills

BAHRIA UNIVERSITY ISLAMABAD CAMPUS
SPRING_2014
TECHNICAL INSTRUCTIONS AND USER MANUAL (REPORT)
SUBMITTED TO: SIR HAMMAD SHAMIMI
 Bilal Tahir
 Ahmed Kamal
 Hassan Murad
 Muhammad Ali
 Muhammad Anas
 Muhammad Saqib
 Muhammad Irshad
 Muhammad Waqas
15

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EFINATION:
“An owner manual or instruction manual is an instructional book or booklet that is
supplied with almost all technologically advanced consumer products. Information
contained in the owner's manual typically includes safety instructions , assembly instructions ,
installation instructions , setup instructions , normal usage instructions , programming
instructions , maintenance instructions , troubleshooting instructions ,product technical
specifications , warranty information , repair information etc.”
There are three main steps in writing a user manual.
 Planning
 Writing
 Designing
LANNING
In planning we see two things.
 What do you do first ?
 What information should you include in manual ?
1) What do you do first?
We first of all know about our users by user research , coordination approach and task analysis
that described below:
a) USER RESEARCH: Before writing your instruction manual, determine who the users of
your device will be. Tailor your manual to typical user characteristics, if possible. For example
if you are writing manual of a medicine than primary users will most likely bepatients , family
members etc.
These people want to learn to use medical devices so the patient can stay home rather than
remain in a health care institution. Lay users may or may not have device training and help.
While the best situation is for users to be trained in using the device, your manual may be the
only instructions which users receive. For others, the manual will be a reference when a
professional is not easily available.
Lay users differ in education, literacy, primary language and life experience from professionals
who use medical devices. With most devices, the range of users is too broad to establish a
specific user profile. Talk to people who use your device or devices like it to pinpoint general
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characteristics that could determine your approach to writing instructions. For example, do users
have:
 serious illnesses or disabilities?
 sensory problems, such as poor vision or hearing?
 hand coordination problems?
Are they:
 elderly?
 on medication that may interfere with memory,
 understanding, or ability to carry out procedures?
 literate?
 able to read and understand English?
b) COORDINATED APPROACH: The development of the instructions should be part of the
overall plan for the design of the device. If you design your device with human factors in mind, it
will be safer and easier to operate. As a result, you can write less complex instructions. Don't let
your instruction manual be an afterthought as you prepare to market your device. Designing the
device and preparing instructions for its use should be a coordinated effort. The designers of the
device should not have sole responsibility for writing the instructions. When you know a device
well, it is often hard to put yourself in the place of the new users and to imagine problems that
they might face. Set up a team that includes the device designer, a skilled writer and a graphic
designer. Ideally, at least one member of your team should have some background in writing
instructions. Members may be from your own organization or consultants. In addition, consult
health care professionals and lay users for ideas.
c) TASK ANALYSIS: Start with a task analysis. To do a task analysis, identify and organize in
order all the steps necessary for performing the entire process required to use the device. Walk
through the steps using the actual equipment. The information that you gather from this process
will be developed into your instructions. The information for each step might include materials
and equipment to be used, actions, results of actions, possible errors with results, and corrections.
2) What information should you include in manual ?
At the beginning of the manual, advise your user to read the entire instruction manual before
trying to operate the device. Let the user know that it is unsafe to start using the device before
reading the whole manual. This advice can be presented in various ways to catch the reader's
attention. For example, you could have a separate page with this message on it before the Table
of Contents or a highlighted sentence at the top of the Table of Contents page.

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a) CONTENT AREAS: Include the following 16 content areas in the following order. If you
choose to change the order of the content areas, test your planned order with users to make sure
that it meets their needs.
User assistance information: Design a page or a clearly marked section at the beginning of the
manual that tells users how to get help for problems with the device. This section should be very
easy for the user to find. It may be as simple as adding your customer assistance number to the
front cover where you already have your company name, device name and model number.
Table of contents: Provide a complete list of content areas with page numbers. Use the same
headings you use in the text.
General warnings and cautions: General warnings and cautions are those that provide critical
information needed before the device is used. Place these warnings and cautions at the beginning
of the manual where the user will see them right away. General warnings and cautions can be
listed in separate sections with the headings "Warnings’’and“Precautions”.
Purpose of the device: Briefly describe the indications for which home use is appropriate. These
should be consistent with FDA marketing clearance for the device.
Description of the device: Give a brief physical description of the device, its parts and
accessories. A graphic may be the simplest and clearest way to describe a device. All parts of the
device shown in the graphic, such as switches, dials, and meters, should be labeled with
numbers, letters, or words. The function or purpose of each labeled item should be - - briefly
described in the text of this section.
Environmental conditions that affect use: Explain any conditions under which the device
should not be used. The user must be aware of these situations. For example, an electrical device
should not be used in a wet environment. Some of this information may need to be included in
the general warnings and cautions section if the user needs this information before using the
device. Discuss all conditions that may affect the operation of the device such as changes in

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temperature, or movement of the patient. These conditions would not necessarily make the use of
the device dangerous or inappropriate. However, the user may need instructions on how to adapt
the device to the condition.
Setup instructions: If the home user should never be responsible hr the setup of the device, tell
the user. Omit these instructions from the lay user manual.
Include in setup instructions for the lay user:
 A parts list, if appropriate.
 List of materials and tools needed for setup.
 Unpacking instructions, if appropriate.
 Directions for device placement in the home, if
 Appropriate, such as a table top or floor. Also state if the
 Device should remain in one place after setup.
 Any warnings or safety instructions specifically related to
 Setup, placed right before the corresponding task or
 Instruction.
 Results of incorrect setup.
 Numbered setup instruction steps in logical order.
 Any special preparation before first use of the device, such
 As cleaning or disinfection.
 Space to write in user-specific instructions.
 Who to call if there is a problem.
Check out: If your device requires any type of check-out procedure for safety and effectiveness,
explain this process completely. The check-out task may be as simple as a visual inspection of
the device. Another example of a check-out procedure is calibration.
Include:
 when the check-out should be done, such as at the time of
 setup or before each use.
 step-by-step procedures of checking proper function of
 necessary parts of the device.
 what to do if the check-out shows that the device is not
 working properly.
 who to call if there is a problem. You may refer users to
 the assistance section in your manual.
A clock or calendar graphic may be useful to show the user correcttimes or days to check the
device.

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Operating Instructions:
Include:
 special preparation the user needs before operation, such
 washing or device warm-up procedures.
 any warnings or safety instructions specifically related to
 operation, placed immediately before the corresponding
 task or instruction.
 results of incorrect operation.
 operating steps in logical order, with the expected results.
 space for user-specific instructions.
 who to call if there is a problem. You may refer users to
 the assistance section in your manual.
Cleaning: If appropriate, provide complete instructions for cleaning the device.
 List the supplies needed and give step-by-step procedures.
 State how often the device should be cleaned.
 Tell the user what cleaning accomplishes.
 Tell the user what the results of failure to clean will be.
 Include appropriate warnings or cautions for cleaning
 Agents.
 Describe the results of using improper cleaning solutions
 Or methods.
Maintenance: Clearly describe the maintenance actions that are the responsibility of the user. If
the user is not responsible for maintenance, briefly outline proper maintenance actions, which is
responsible, and how often the action should be done. The user will then know what to expect
and can act if proper maintenance is not provided. If your device has some maintenance
procedures to be done by the user and some done by others, you may wish to write this section in
two parts. Two sections will help make clear to users what they should and should not be doing
to maintain the device.
Storage: Clearly describe proper preparation for storage and storage conditions. State the results
of improper storage conditions. If extended storage may affect the device, inform the user.
Troubleshooting: When a problem occurs, troubleshooting helps determine if the problem is
with the device or with the patient's condition. Anticipate any problems your user may have with
setup, operation or maintenance. Provide solutions for these problems in the troubleshooting
section. Group similar problems, such as problems with alarms, and highlight each group
heading. Highlighting makes it easy to find each group of problems and the specific problems in
it. Put the most life-threatening problems first in each section.

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Format this section so the user can locate specific problems quickly. The troubleshooting section
could be a table with a column for signs of trouble and a column for actions.
Clearly describe the symptom of each problem in as few words as possible so the user can easily
match the description to the problem observed. If your device displays error messages, list them
and what they mean. Explain the steps necessary to correct the problem. Do not confuse the
reader with technical reasons for problems unless the reasons are important to the corrective
action. If there are problems that users cannot or should not tyro solve themselves, include
warnings or cautions and tell them how to get help.
Summary: Things Include in the summary:
 A statement that this summary is not intended to replace
 Complete user instructions and that the entire manual
 Should be read before the device is operated.
 General warnings and cautions that apply to the use of the
 Information in the summary.
 Basic steps of operation, including specific warnings and
 Cautions.
 Phone numbers (or space to write in phone numbers) for
 Help.
Index: Alphabetize all the important subjects that are included in the manual and assign
corresponding page numbers so users can easily find them.
Date: Put the date that your user instruction manual is issued or revised on the manual where it
can be easily found. You are required to date labeling for prescription devices and it is
recommended for all other devices.
b) ACCESSORIES: Although these 16 content areas will be enough for most manuals, there
may be more information to include. For example, if your device comes with accessories, discuss
all appropriate content areas
Tor each accessory, as you did for' the main device. You could have a separate accessories
section or include information on the accessories in the content areas that apply.
You may need to include a general warning at the beginning of your manual advising users of
problems that may occur if they use accessories other than those recommended by the
manufacturer.
c) TECHNICAL WRITING: Some detailed and very technical information may not be
appropriate for lay user instructions. For instance, it may not be safe for lay users to adjust
settings or try certain functions.

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This information, as well as indications not approved for home use, adverse reactions only
associated with uses of the device other than in home care, and some setup and troubleshooting
information not meant for lay users, may, and, in some cases, must be omitted from lay user
instructions.
You can provide required technical information, not appropriate for home lay user instructions,
to the professional in several different ways. For example, you could use:
 Separate manuals for the lay user and the professional,
 A tabbed manual with separate sections for lay users and health care professionals and
others who may use
RITING
a) FORMAT YOUR INSTRUCTIONS: Organize your instructions using any of a number of
formats such as text, a flowchart, or a list. Your choice of format will depend on the complexity
of the instructions and what that you learned about your users. For any format you choose:
 Use headings that describe the information that follows.
 Make sure that short headings tell the reader enough about what is in that section.
 Highlight headings so that they are easily distinguished from the text.
 Include only one topic in each heading.
 Begin each section under a heading with a topic sentence to let the reader know what to
expect.
 Number steps that must be completed in order as this booklet does in the section, "What
Information Should you include In Manual ”.
 Bullet lists that have no specific order of importance such as this section you are reading.
 Avoid mixing formats within sections of procedural instructions. Mixed formats can be
confusing when you are trying to follow step-by-step instructions. However, mixed
formats can be useful in the overall manual if used carefully. An example of a mixed
format is a checklist for supplies used before starting text of procedural steps.
b) TEXT: Text uses words in complete sentences that form paragraphs. Text is useful for simple
instructions, to accompany graphics and to help the user when few decisions are required. Your
text should anticipate and answer user questions. Use a question and answer format, when
appropriate. This approach encourages the reader to look for information.
Text has the following advantages:
 It is familiar to users because it is like spoken language.
 It is easy to develop, update, and handle.
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 It can be single or double column. You may use the second column for graphics or for
more detailed information for use by professionals or more experienced users. This is
effective if the manual will be used by different types of users. Make sure the columns
are distinct. For example, use different size type or a line between the columns. Label
each column on every page.
 The reader should be able to follow each column without interference from the other.
 It can be constructed to tell the user that other steps are necessary if the user must do
more than one procedure at a time.
Text has the following disadvantages:
 It is more likely to contain excess information.
 It usually requires more space than flowcharts and lists.
 It is more difficult for a reader to find specific items in text than in flowcharts and lists.
 It is more difficult for the user to picture the whole procedure quickly.
c) FLOW CHART: A flowchart is a diagram using symbols or brief verbal cues to represent an
order of operations. It is useful when users must make numerous decisions or when there are
complex sequences of actions or parallel tasks.
A Flow chart has following advantages:
 It uses symbols in a logical order rather than detailed explanations.
 It guides users through a series of sequential, simple decisions.
 It simplifies conditional actions. In the text, these are written as "if -, then " statements
that may be difficult for some readers to understand. In a flowchart, they are represented
graphically and may be easier to follow.
A flowchart has the following disadvantages:
 It may be difficult for some users to understand without training because less detailed
information is included in flowchart than in text.
 It may require more research to develop than text.
 It may be difficult to depict complex procedures accurately and simply.
 It should be contained entirely on one page, which may be difficult for long tasks.
Flowcharts should be as simple as possible. Each flowchart should be labeled and contained on
one page. Doing more than one procedure at a time may make using two flowcharts on separate
pages difficult.
d) LIST: A list is an item-by-item series of words, phrases, or sentences.
Lists may be useful for informing readers of such things as accessories included with device or
supplies needed to clean the device. You may use a list along with other formats in the overall

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instruction manual, but avoid mixing formats within procedural instructions. Mixed formats can
make the procedural instructions confusing.
A list may also be a checklist. A checklist provides a space before each item to mark when an
action is completed or an item identified. The space may also be used to record the result of an
action or identification such as the reading of a dial. A checklist is useful when the user is first
learning how to operate the device, when failure to follow every step may be hazardous or when
the device requires a safety check-out before use. When using a checklist for a task, list the items
on the checklist in the order in which they should be performed. If your checklist is to be used
more than once and is to be written on, consider providing copies to get the user started. Advise
the user to make additional copies.
A checklist has the following advantages:
 It is useful for lengthy tasks.
 Checking off each action or item when the step is completed may help to improve user
compliance.
 It is helpful when learning to use an unfamiliar device.
A checklist has the following disadvantage:
 It only allows basic instructions with little additional information.
The following sections are not procedural steps. They are recommendations, and are not listed in
any particular order.
e) WRITING PROCEDURES:
 Write procedures in short, identifiable steps. Put the steps in the order that they should be
performed.
 Before each set of steps, tell the reader how many steps are in the procedure. This helps
the reader avoid missing, steps.
 Number each step in Arabic numbers such as 1, 2, 3. Do not use Roman numerals such as
I, 11, 111; letters such as A, B, C; or words such as one, two, three.
 Limit each step to no more than three logically connected actions. If actions are not
related, they should be in separate steps.
 Make the instructions for each action clear and definite to prevent misunderstandings.
This approach is especially critical for steps that require more than one action.
 Tell the user what to expect from an action.
 Discuss common user errors at the point in procedures where they are likely to occur.
Provide information to prevent and correct user errors.

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 Each step should be contained on one page. If the entire step will not fit on a single page,
break the step into smaller sub steps, each fitting on a page or less. Put more than one
step on a page only if each step and accompanying graphics are complete on that page.
 Avoid referring the user to another place in the manual for other information (cross
referencing). It is confusing to the reader and interrupts the flow of the procedures. If
cross referencing is absolutely necessary, make sure the reader knows when to return to
the original place.
f) SENTENCE CONSTRUCTION:
 Use as few words as possible to present an idea or describe an action.
 Use no more than one clause in a sentence.
 Place phrases that describe or explain at the end of the sentence. Phrases at the beginning
or in the middle of a sentence may be confusing.
 Write the way you talk. Avoid formal language.
 Express ideas of similar content in similar form.
 Users should be able to read the instructions aloud. Do not use parentheses for
information that should be read. Parentheses cause the reader to hesitate at part of the
sentence making it hard to read. Use parentheses only for extra information such as
technical terms.
 Don't promote the product in the manual. Ads or promotions in the text will interfere with
the user's ability to follow instructions.
 Use bullets, lists, or more than one sentence instead of a long sentence that requires a lot
of punctuation.
g) WORD CHOICE:
 Use the same term to identify the device and its parts throughout the manual. Avoid
synonyms or alternate phrases.
 Put adjectives and adverbs close to the words they modify.
 Avoid adverbs that are difficult to define or interpret.
 Use active rather than passive verbs.
 Use action verbs, not nouns created from verbs.
 Use specific terms. Vague terms may be misinterpreted.
 Use personal pronouns.
 Avoid abbreviations or acronyms. If you feel that abbreviations or acronyms are
necessary, define them the first time you use them. Use them consistently.
 Use lay language rather than uncommon jargon or technical terms. If technical terms are
necessary, use lay language first with the technical word in parentheses.
 Terms should be defined the first time that they occur in the text. Keep definitions simple
and concise.

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h) READABILITY: Readability is the grade level of &ding ability needed to read a piece of
writing. Experts recommend not exceeding the sixth to seventh grade reading level to reach most
of the population. To do this, limit each sentence to 25 words or fewer. Try to use words of three
syllables or fewer.
Test your manual for readability to assure that as many lay users of your device as possible
canreadyour instructions. Several methods are available for testing written materials. Consult the
reference section of this booklet for further information about these methods. Use the method
that fits your needs. Readability testing will alert you to the need to simplify your manual if the
reading level is too high.
Be aware, however, that readability testing addresses only the reading level and will not
guarantee that the material can be understood.The suggestions in this booklet are offered to help
you develop instructions that cane both easily read and understood.
I) HOW TO WRITE WARNINGS AND CAUTIONS: Use written warnings and cautions
only after you have made all possible attempts to design the hazard-related feature out of the
device.
Most people think the words often used to alert readers to a hazard (signal words), such as
"danger", "warning" and "caution", have little difference in meaning. We recommend the use of
"warning' and "caution", since these are the terms used in the labeling regulations The goal is to
assure consistency in your manual and across all device manuals.
A warning or caution should include the following elements:
 the signal, for example, "WARNING", or "CAUTION",
 a hazard briefly explaining what the possible problem is,
 the consequences if instructions are not followed, to give the user a clear idea of the risk,
and
 Instructions explaining the do's and don'ts necessary to avoid the hazard.
All warnings and cautions should:
 Stand out from the rest of the text. Use highlighting such as centering, bolding,
underlining, boxing, icons, color, or any combination.
 Use definite terms and graphics commonly associated with that hazard.
 Be tested for effectiveness on a representative group of users.
Warnings and cautions should not:
 Include instructions that belong with a procedure.
 Contain any information not necessary to the warning. Instructions to follow if a hazard
occurs should be located in the text that corresponds to the warning. This information

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should also be included in your troubleshooting section because users may turn to that
section when a problem occurs.
ESIGNING:
The design should encourage the user to keep and use the manual. If the manual is appealing,
users are more likely to consider it valuable and less likely to lose or discard it. Make sure that
the instruction manual is the first thing that the user finds when opening the device packaging. If
your device has a carrying case, consider designing a pocket for the manual to protect it.
a)COVER: The cover should be eye catching and easy to identify. Select simple graphic that
symbolizes the device. Your company logo may or may not be the best choice. The graphic
could also be used as a sticker on the device to match the manual. Consider using a bright or
distinctive color for the cover. The cover should be visually pleasing to the user. Don't put too
much on it.
b)CONDITIONSOF USE: Think about the environmental and user conditions under which the
device may be used. Design the manual with those conditions in mind. For example:
 if there is likely to be poor lighting, then use large print;
 if any liquid or grease is used with the device, then use waterproof pages;
 if the likely user needs both hands to operate the device, then pages should lay open flat;
 if the manual may be subject to vibrations from the environment, such as ambulance
motion, then use large print for easier reading;
 if the likely user has limited hand motion, then use heavy stock paper to make page
turning easier; and if the likely user may have decreased vision, then use large print.
c)PAPER: When possible, manuals should be a standard size, for example, 8 112 inches by 11
inches or 5 112 inches by 8 112 inches. Standard size materials cost less to produce, may be
easier to get, avoid waste, and use resources more efficiently than nonstandard sizes. If the page
size is too big, the manual will be cumbersome or difficult to store. If the page size is too small,
it may restrict print size and graphics and may be difficult to handle. If your device has a
carrying case, the manual should fit in the case.
If the size of your manual is restricted by the size of the device, you may need to develop
alternative approaches to use the recommendations in this booklet. For example, you may need
to fold standard pages. If you use fold-out pages in any size manual, the fold should be slightly
inside the right edge of the manual to reduce wear.
The finish of the paper can present a contrast problem. Non-shiny or matte finish pages are
easier to read than shiny or glossy pages, especially for the elderly.
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Use paper that is thick enough so print and graphics do not show through. Show-through reduces
the clarity of the printed words.
d)LAYOUT: Separate sections of the manual to make them easy to find. One method is to
divide sections with different colored paper, colored paper edges or labeled tabs. Consider using
heavy paper for these Pages.
A loose leaf manual in a ringed binder is appropriate if you anticipate frequent changes. Binders
allow the user to remove old pages and insert new ones. There are different approaches to
numbering pages in the manual. You can number the pages consecutively through the manual.
e)HIGHLIGHTING: Use highlighting techniques to emphasize important words, thoughts, or
phrases. For example, highlight headings, warnings, and/or notes. Highlighting includes:
 Bolding
 Underlining
 Italics
 Capital Words
 Color
 Whitespace :White space includes margins around the page, the space between lines,
the space between sections, and the space around graphics. Careful use of white space
will keep your manual from looking too cramped or too spread.
f)GRAPHICS: Graphics include line drawings, illustrations, symbols, icons, photographs,
tables, and graphs. Use of clear, simple, precise graphics helps any user understand instructions.
Graphics are useful when referring to controls or parts of the device.

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