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At SiteSource we help Australian business make the most from Internet development.<BR>SiteSource works with Sydney business to help develop cyber opportunities...if you want real results online then we help you develop the right business objectives. Now a look at some technical analysis of communication styles.<BR><h1 align="center"><font face="Geneva, Arial, Helvetica, sans-serif">Technical Communication Online</font></h1>
<p align="left"><font face="Georgia, Times New Roman, Times, serif"><a href="http://www.sitesource.com.au/"><font face="Arial Narrow, Arial Black, Arial, serif"><strong>SiteSource</strong></font></a></font></p>
<p align="left"><font face="Georgia, Times New Roman, Times, serif">In this instance
the manual is presented to purchasers of a new Canon N1240U Scanning Peripheral.
It
is a paper manual consisting of 12 pages (A5 size)
with a glossy cover and back. It is important to note that along with purchasing
the scanning peripheral, the purchaser also acquires the licence to a large
amount of software to compliment the scanner. This includes PhotoStudio, PhotoBase & PhotoShop. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Norton<br>
The second manual to be presented is;</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Symantec – Windows 2000 Pro/NT WS/Me/98/95 B – Norton Internet
Security 2001 – Version 3.0 – User’s Guide</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">This manual is presented
to purchasers of Norton internet Security 2001 V3.0, this is a software based “firewall & anti-virus” IT product.
It is in the form of a 140 page booklet, with a glossy yellow front and back
cover. Although the cover details the phrase “user’s guide” in
17 languages other than English – English is the only language used inside
the entire booklet.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Requirements<br>
Purpose<br>
Canon<br>
The purpose of the Canon manual can be gauged by the title “quick start”.
The majority of its pages are devoted to setting up, installing and checking
the function of the scanner.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Norton<br>
The Norton manual is a comprehensive guide to the installation, usage and maintenance
of the software as well as an educator about the internet and its risks.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Audience<br>
Canon<br>
The Canon manual is aimed at the first time user. The use of pictures and large
fonts (as detailed later) as well as the structure of its content; present
a guide that is aimed at the lowest possible user intellect & knowledge
level.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">The information covered in this manual is basic and would already be known,
or could be interpolated, by the medium to experienced user level.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Norton<br>
The Norton manual is aimed at a broad cross section of user knowledge; from
the inexperienced to the advanced level. The manual is aimed at someone with
a degree of intellectual ability.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Layout<br>
Canon<br>
The canon manual is structured into the following communication sections;</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Checking Package
Contents</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Unpackaging the
Product</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Hardware Connection & Installation</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Software Installation</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Basic Scanning</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Specifications/Information</font></p>
<p></p>
<p><font face="Georgia, Times New Roman, Times, serif">Norton<br>
The Norton manual has a complex structure, with many sub sections, the main
sections consist of;</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Product Appraisal</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Installation</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Basic Operation</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Advanced Operation</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Troubleshooting</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· <a href="http://results.sitesource.com.au/">Internet Education</a></font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Glossary, Index & Contents</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Contacting the
manufacturer</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Contents<br>
Canon<br>
Headings<br>
This manual makes use of a clear three level heading pattern. Level One Headings
nearly always start a new page (only once are there two on one page – that
is the Package Contents and Unlocking sections). Second level headings are
similar in style to level 1, however smaller (smaller in both font size, and
the weight of the underline). Third level headings are preceded by a numbering
system.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">As this manual is designed to be followed through step, by step to its conclusion;
this heading format is clear and obviously leads the user through this process.
Different sections are defined and priority of information is evident by the
use of the headings</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Graphics<br>
Nearly 50% of the manual’s total space is taken up by graphical representations
of hardware or software actions. There are two main types of image;</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· <a href="http://estore.sitesource.com.au/">Hardware & Peripheral</a>line outline drawings</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">· Software Screen
dumps.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">There is an excellent consistency in both size and structure of each of the
drawings. They are simple and easy to follow, and then visualize to what on
the users system they are referring. Use of call-outs to magnify key visual
elements is well handled.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">In terms of the screen dumps, they reference several <a href="http://diy.sitesource.com.au/">different
software packages</a>.
Although each package obviously has its own screen presence, there is limited
consistency between the presentation of screen dumps as a whole. While each
set of screen dumps for individual software has consistency in size and flow
structure, this is different for each software presented. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">For example; although
fairly similar, there is a difference in the size and spacing of the screen
dumps - between the driver installation and the CanoScan
Utility. However, consistency is maintained with the use of a circling motif,
designed to draw the readers’ eye to important elements in each screen
dump.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">The inconsistencies become
more noticeable when the PhotoStudio scanning utility is explained. The screen
dumps vary dramatically in size. Also, a new “follow
the arrow” motif is introduced to help the readers eye flow correctly
between screen dumps, whereas the previous two softwares had their screen dumps
presented sequentially down the left side of the page.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Content<br>
In line with the audience profile, the manuals content is very basic. It makes
reference to only the basic requirements to set up the scanner. It also refers
the reader to other sources for software use & troubleshooting guides.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Style/Tone<br>
The style is simple. It uses a relaxed combination of words and pictures to
get pertinent information across to the reader. Sentence structure is concise,
and it relies more on headings and points to get written information across
than grammatically constructed paragraphs.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">This style and tone is very suited to the target audience and purpose.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Vocabulary/Language<br>
The manual does not assume the reader has any prior knowledge of the jargon
it uses (except perhaps the word “installation”). It isn’t
verbose and constructs meaning through use of simple widely used words.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif"><a href="http://solutions.sitesource.com.au/">Layout Consistency</a><br>
The driving factor between the consistent look of the manual’s layout
is the precise formatting of its headings, combined with (in the most case)
picture elements being presented continuously on the right side of the page. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Instruction Clarity<br>
Each transaction is covered in exacting (but concise) detail by the instructions.
It is well aligned to the target audience, and doesn’t assume the user
will even realise they must click, yes or next on a prompt box, to continue.
Each event that must be transacted by the user is given a very clear position
and meaning.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Norton<br>
Headings<br>
The Norton manual makes use of a three tiered heading system, but only first
level headings are structured numerically – in this case they are chapter
numbers. Within the third tier headings the manual makes use of numbers to
take users step by step through a process.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">The size between the headings
vary enormously – with heading level 1
numbers three times the size of heading level 2, which is one and a half times
the size of heading level 3. The manual also makes good use of bold throughout
its pages to identify key elements of text in its body.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">The headings give a clear understanding of what is discussed on that page,
if the user is flicking through the manual for information.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Graphics<br>
There is minimal use of graphic elements. There is a total of 20 screen dumps
and two graphical figures, taking up around 2% of the entire manual.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">This sparing use of graphics is consistent with the demand from the target
audience for specific information. It also means that when they are used they
are exceptionally relevant.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Content<br>
There is a vast amount of content included in this manual. I’m not sure
that anyone would read it cover to cover, rather the user would seek out the
relevant parts to them. The large amount of information ensures that most user
answers can be found in the manual – and is consistent with the complexity
of the software itself.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Style/Tone<br>
It is presented in an easy to read second person structure. It is as if the
manual is talking to “you”. It has the correct mix of jargon
and technical information for the different sections of the manual.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Vocabulary/Language<br>
The language is constructed into paragraphs, some tables, and where describing
a process point form is used. This variety of structure keeps the reader’s
interest and stops the large amount of information being presented from becoming
overwhelming.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Layout Consistency<br>
There is an enormous amount of consistency in the layout. The paragraph and
heading formatting provides an easy to read and stable flow to the entire
manual’s construction. Perhaps the only block to this flow is when
images are presented. This is due to the sparsity of them, and therefore
the surprise when they suddenly appear on a page.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Instruction Clarity<br>
When instructions are given they are well documented. Firstly the reader is
given an overview about the purpose and structure of a transaction (to aid
comprehension) and then presented with a simple step by step process that
can be followed. This is appealing to both those readers who want a quick
answer and those who require a more inner knowledge of the working of the
product.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Design<br>
Canon<br>
White Space<br>
White space is present in the Canon manual, however there is no consistency
to its use. Rather it is driven by adjacent elements being different sizes,
and the need for the following set of elements to be presented together. An
example of this is the CanoScan Utility Installation process. Instead of focussing
giving each process point a weighting by allocating it the same amount of page
space, the amount of space allocated is dependent on the size of the image
to the right. This gives consistent white space between and around the images,
but not the text.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Given the manuals size, it would appear that a compromise has been reached
between the amount and use of white space and the number of pages in the manual.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Reading Gravity<br>
Generally a two column layout has been used on the pages (with text left, pictures
right). Main heading are positioned aligned top and left and information
flows down the two columns at the same time to the bottom of the page.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Font Stylisation<br>
Only san-serif fonts have been used in the manual. It has a crisp look, that
fits the “point form” orientation of its construction. In fact
only one font is used inside the manual (the cover font is different). Contrast
is created by the use of size and bolding variety.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Colour<br>
The manual uses only black print on white paper. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Harmony<br>
All the elements complement each other well. As discussed earlier the visual
elements act to focus the written words. And when read as a single continuous
document, from beginning to end, it gets its message across. Problems with
harmony come about in dealing with different operating systems on the same
page (and the page is then split up in a new way). </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">If the reader is skimming the document trying to find a certain point, the
small inconsistencies between sections appear more profound and reduce the
level of harmony in the manual.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Proportion<br>
Elements on the pages are well proportioned, there is no page where an lower
value element out-weights or outbalances a higher value one. Information
importance is demonstrated with the use of proportion to focus on visual
elements of high relevance; like the position where a plug connection goes
being drawn larger than its surrounds.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Norton<br>
White Space<br>
This manual makes extensive use of white space to help balance the regular
occurrences of blocks paragraphs. Then the break up this motif before it becomes
monotonous (like reading a novel) it uses different spacing techniques around
processes listed in point form. Overall the result is an easy read – whether
its reading larger amounts of text to digest complex issues or scanning lists
to check a process.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Paragraph and Heading spacing is consistent and the white space inviting to
the reader to continue down to read the smaller informational text.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Reading Gravity<br>
The indentation and location of headings cleverly moves the reader to the right,
and down the page. The more important the heading the further left into the
margin it is permitted. Other than this element, the manual constructs and
reads similarly to a novel.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Font Stylisation<br>
All headings are in san serif and all the body text in a serif styled font.
This is consistent with the design approach that detail is best read and
retained in serif, while san serif catches the eye first. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Colour<br>
Only the cover has colour. It is a striking yellow - the same hue as the product
manufacture’s logo. It draws your attention to the manual, and re-enforces
brand affinity. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Harmony<br>
Elements in the manual work well with each other. Constructed in a single column
zone on the page, the flow from one element to the next is easy to follow.
Whether the element is a picture, list or paragraph it sits appropriately
next to the following element in this simple structure.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Proportion<br>
Proportion between the pages changes based on the type of elements used on
the page. Pages heavy with lists and white space appear more overly spaced
than those pages with only text paragraphs. This does, however, provide contrast
to the reader. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Every screen dump in the manual is exactly in proportion with the others in
terms of size and location on the page. Tables and list elements have the same
consistency, creating standards which keep each page of the manual constructed
with proportion in mind.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Comparison<br>
Clarity<br>
Objectives<br>
Each of the manuals is clear about its objectives. It is easy to pinpoint their
purpose and target audience (as described previously). As each manual has different
purposes and targets the have produced very differently styled manuals. </font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Norton meets its objective of disseminating large amounts of information.
It does this with a comprehensively novel styled manual. It is text heavy,
but with a clear and understandable vocabulary it is easy to read.</font></p>
<p><font face="Georgia, Times New Roman, Times, serif">Canon also meets its objective of getting the basic user up and running with
the hardware. Using a large amount of visual cuing and simple point style language
the manual is easy to follow from beginning to end.<br>
</font></p>
<p></p>
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