Abstract
OFTEN the quality of product documentation affects the user's perception of the product. Shortcomings in product documentation, therefore, may cause users to assume that the product quality has been compromised. The solution is to keep the reader in mind as we write. To do so will engender confidence and minimize misinterpretation. In the first article Gudknecht reminds us that procedures should be presented in a format that allows the reader to locate and use information efficiently. For example, if we're writing about how to calibrate or troubleshoot a device, using a flowchart may be better than using only text.