Documentation & Written Communication

Creating Client-Friendly Documentation

Introduction

Documentation can either empower clients to use and maintain systems or confuse and frustrate them. Client-friendly documentation bridges the gap between technical complexity and user needs, written for humans, not machines.

Why This Skill Matters

Poor documentation leads to repeated support questions, misuse of systems, client frustration, and dependency on you for basic tasks. Good documentation enables client independence, reduces support burden, and demonstrates thoroughness and care.

Core Principles

  1. Write for your audience - Assume no technical background unless confirmed
  2. Start with "why" before "how"
  3. Use visuals liberally - Screenshots, diagrams, videos
  4. Provide examples - Show, don't just tell
  5. Organize by task, not by feature
  6. Test with actual users - Watch them try to use it
  7. Keep updated - Outdated docs are worse than none

Good Examples

Task-oriented organization:

  • "How to add a new team member"
  • "How to run a monthly report"
  • "What to do if users can't log in"

Clear instructions:

  1. Click the "Admin" button in top right (see screenshot)
  2. Select "Manage Team" from the dropdown menu
  3. Click the green "+ Add Member" button
  4. Enter their email address and choose their role...

Why It Works

Organized by user goals, step-by-step with visuals, clear and specific.

Bad Examples

Bad

"The user management module utilizes RBAC architecture with granular permission controls accessible via the administrative interface modal."

Why It's Bad

Technical jargon, no actionable steps, written for developers not users.

Tips

  1. Use screenshots with annotations (arrows, highlights)
  2. Write in second person: "You click..." not "Users click..."
  3. Provide "Quick Start" and "Detailed Guide" versions
  4. Include common problems and solutions (FAQ)
  5. Use simple language - 8th grade reading level
  6. Break into short sections with clear headings
  7. Add table of contents for longer docs
  8. Include "Last updated" dates
  9. Provide examples of good input/output

Connection to Other Skills

Applies explaining complex concepts, understanding business context (what do they need to know?), creating digestible updates, and building long-term relationships through helpful resources.

Action Items

  • Review existing documentation through client eyes
  • Watch someone try to use your documentation - where do they struggle?
  • Add screenshots to text-heavy documentation
  • Organize by user tasks, not technical features
  • Test: Can a non-technical person follow this?
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