The user guide is often the first resource available to your users. Many sites do not offer reliable network access. The same goes for telecommunications. Sometimes a paper copy of this guide is all your users will have to find the solution to their problems. Meticulous planning is essential to ensure a quick resolution of any situation that may arise.
The planning of an effective guide begins with a clear definition of user categories. The content will be judiciously adjusted to provide all the necessary information for completing a task without overwhelming the user with details. It will also be adapted to the skill level of each of these categories.
The type of interface, whether graphical, textual, or manual, will also influence the final choice at the conceptual level. A guide intended to be roughly printed, folded, and pocketed will be arranged differently than a more voluminous guide.