Anti-Patterns in End-User Documentation

Abstract

The purpose of technical documentation for end-users (in printed or on-screen form) is to enable people to achieve their goals by working with a product effectively, efficiently and in a safe manner. Technical documentation that has to be read by end users provides a special demand because the way of thinking and the vocabulary of a typical end user is different from that of a technical expert. Six documentation anti-patterns are discussed in this paper. They address the structure of the documentation, the organization of the access to its contents and the language used in the documentation. In addition to the discussion of anti-patterns, the article contains suggestions for better solutions.