When I design a document, I envision the end-user experience. I ask myself the following questions:
- What does the user need to know?
- Why does the user need to know this information?
- What is the role or job function of the user?
- How will the user find this information?
There are many ways to deliver documentation. The traditional model involves large guides that a user can download and search, but the latest trends demand searchable content through popular search engines. Writing article-based documentation helps users find this information. You can check out some of the scenario articles I documented, such as for the CA AppLogic product.