Archive for Instructional Design


Designing end-user documentation and training

One of the major problems I encounter with technical training and documentation is that it so often focuses on product features rather than real-world tasks users need to do their jobs. My approach is to start with learning objectives and an audience profile and then seeing how the technological feature fits in.

The following two samples (one for training and the other for technical documentation) describe the solutions I employed. They are followed by a new course design I create for a new course at BCIT where I teach.

CKD Patient Registration

With CKD Patient Registration (designed for clinical staff to enter important kidney care information into the clinical software system), the first challenge with training was economising the efforts taken to create and maintain the documentation. I always advocate for a single-source solution that organises information into chunks for re-use. While the ultimate solution is to use a topic-based authoring tool such as Madcap Flare, something similar can be obtained using less feature-rich software.

With the samples below, I started with that big picture of single-sourcing and drilled down to a lesson organised into different clinical scenarios for transfering patients. Although the Adobe Captivate elearning isn’t available to share here, I’ve included similar material (KCC Patient Transfers) that, for the first time, links the software features to real-world clinical procedures.

Selected files:

Webtech Driver Center User Guide

Audience profiling is an important part of training and documentation. For this next sample, we already knew that our audience (truck drivers and dispatchers) was highly visual and independent. I recommended building a guide that was down-to-earth, and I tied each procedure to a task in the order that the user might encounter it during a typical work day. It might seem obvious, but this approach replaced a rather stuffy technical writer style of documenting every feature whether or not the user was likely to use it (we stuck to documenting 80% and left the remaining 20% to Technical Support to address should the user need arise).

Selected chapters from the guide (I designed this document in InDesign using some of its responsive design technology to allow readers easy reader whether on a desktop or mobile device):

Course Design Samples

The following samples show a sample course design done for a course at BCIT.

Celebrate Canada Day! 15 uniquely Canadian words


For many new students in BCIT’s Technical Writing Certificate program, I am the first instructor they meet. They usually show up slightly nervous about their writing with all its rules for grammar and style. Sensing their nervousness I’ve devised a fun game to get them to think about the English language and its many variants.

Canada is long in geography but short in history so the fact that our country sports uniquely Canadian English spelling variants is a point of pride among many Canadians. For Canada Day, test your Canadian-ness with these 15 spine-tinglingly unique Canadian spellings.

What’s a Technical Writer Worth in Vancouver?

My students frequently ask me about salary ranges for technical writers and, occasionally are confronted with their expected salary range on a first job interview. Based on Stats Canada information, you can add a job title, city, and province and find out what the salary range is. Here are the latest statistics on what salaries technical writers get in Vancouver:

Try it yourself.

Copy Editing English for a Globaliz(s)ed Audience

In one of the courses I teach at BCIT (British Columbia Institute of Technology), I received an email from a very keen participant asking how to prepare for the course (Technical Editing and Grammar course – 1008). Inspired by such enthusiasm (this is what makes September great!), I decided to take it further and include  information for anyone interested in improving their core skills as a technical writer.

Get a Quality Style Guide – Consider ordering the Chicago Manual of Style (I have both an online and hard copy version). It’s an excellent investment for anyone interested in high-quality English-language writing.

Learn MS Word – Research the Track Changes feature in MS Word. There are other software programs technical writers need for writing, but MS Word is still the most common. As a technical writer, you’re expected to use Word at an advanced level.

Learn hard copy markup – It may seem archaic, but hard copy markup makes you indispensable when editing and developing large documents).

Learn the Most Common Grammar Errors – In my course, we learn the ten-top grammar errors. Don’t feel you have to know all grammar errors (that’s what a good style guide is for), but your credibility as a writer is increased exponentially if you know the core ones. To find out the ten-top grammar errors, take my course.

Write, write, write! – to get your foot in the door, take every opportunity you can to write and edit even if it means working for free. Ensure you ask low paying (or non paying) clients to let you keep a copy of the before and finished versions, so you can use them to market yourself.

Perfect Contract

The Perfect Contract

I was contracted to provide technical help, which I would describe as The Perfect Contract. What was perfect about this contract was how much I was able provide because it mirrored my diverse range of skills and abilities. So much so, in fact, that the description of what I did reads almost like my résumé. This contract was a quick turn around – I was called on Thursday and had the majority of work completed by the following Wednesday.

Needs Assessment – 6 hours

The client was in the midst of an office-wide migration from Macintosh computers to Windows PC computers to be compliant with head office. I spoke with their IT Administrator to determine what operating systems were involved and what she thought the key issues were.

I discovered that some Users would migrate directly to PC computers and other would be on their old Apple Macintosh computers running Windows in a Citrix shell for several weeks. My training and materials needed to reflect that.

I explored their system making notes. I needed to know their systems well enough to anticipate a broad range of questions pertaining to both Apple Macintosh and Windows PC operating systems as well as the Citrix Shell. I concluded that I would be giving a lecture type demonstration to all staff using screen projections and handouts.

Create End-User Guide – 11 hours

At home, I created a complementary End-User Migration Guide aimed at both the full PC Users as well as the Mac Users now operating Windows in the Citrix Shell.

Topics covered included Understanding Windows 2000 Server, Using Word and Excel in Windows, Introduction to Outlook, Good PC keyboard shortcuts for Mac Users and how to navigate between the two environments.

Deliver Presentation – 1.5 hours

On Monday, I delivered a presentation to all available staff in their boardroom. I handed out my Guide and used a projector to demonstrate how their new computer environment would operate.

Following the demonstration I answered questions ranging from how to access old programs and files to security concerns in Windows 2000.

Provide Desk-side Support – 14 hours

After the presentation, I visited each staff member in person to help with specific questions or concerns. As with many offices, there was a broad range of skills to accommodate. Some Users had come from Windows backgrounds in other companies and were pleased to return to a Windows environment. Others had only ever known a Mac environment and verged on terror at the prospect of starting all over again with a new and unfamiliar operating system.

I took time to assess their individual needs so that I could provide service to even those who initially thought they didn’t require any support. For example, I showed some Users how to create mail rules to organize their email in Outlook, how to assign their favourite keyboard shortcuts to toolbars in Word and how to navigate and manage files in Windows.

I returned over several days to provide desk side support and re-iterate the initial presentation to those how had not been to the original presentation.

Design Corporate Logo 3.5 hours

An interesting spin-off of this contract was that the IT Administrator discovered that their corporate logo did not port over well from Macintosh to Windows and asked if I could redesign it.

My solution was to recreate their old logo using Adobe Illustrator and Photoshop and create both Web and print versions to suit all their needs. After one revision, they were pleased with what I created and the new logo now adorns their corporate letterhead and Website.


Although I have taken on more technically challenging contracts than this one, rarely have I been able to roll so many skills into one short contract. I welcome all other creative and diverse opportunities where my skills and abilities can be as well utilized.

And here’s what the client had to say

Thank you for providing [us] with Jason Hall’s services during their migration; the project is officially over. During the sign-off interview, [our IT Manager] said she was extremely satisfied with the work Jason did. (Despite me giving you such short notice!) [She] was particularly impressed with Jason’s ability to quickly resolve their logo migration issue. This would have been a huge problem for them to resolve but Jason did it within a day.

Thanks again for pulling the rabbit out of the hat. I look forward to working with you again.