Instructions for global use, really?

We might as well face it--the world is getting smaller day by day. Advancements in technology makes the world smaller, closer, and more connected. Even so, there are some manufacturers who still are worlds away in their understanding of the importance of global instructions. We found this example of instructions for stringing a guitar from the website of a Japanese guitar manufacturer:

[ATTENTION] - Please do not wind up a string more powerfully than need. When I run out and am exposed to sight, I am in danger. - Please cut string appearing more extra than a spool. There is a case to cause an injury.

The original instructions were obviously fed through an online translation tool and the results were disastrous! Fewer words and more images would help this manufacturer become a real participant in universal communication.

Three tips for delivering "Best in Class" instructions

Get to the point quickly and concisely.
As the complexity of products continually increases, customers are placing the burden to explain how to use, maintain, and service products at the feet of manufacturers. Nevertheless, the way in which that information is communicated is becoming paramount. According to Aberdeen benchmarks, the top business pressure, in fact, is customers’ demand for concise and customized documentation. Providing instructions or manuals to Joe Q. Public written in “engineer-speak” will most likely result in a frustrated customer.

Recognize documentation development is a crucial part of the product development lifecycle.
Interestingly, this is a marked departure from past practices in which documentation was addressed at the tail end of product development. As a general rule, it seems that product development schedules are seldom met. Therefore, if documentation is being addressed at the end of the development cycle, the need to introduce the product to market as quickly as possible can result in sacrifices in the planning and execution of the instructions. The best in class companies are incorporating documentation as another piece of the product development process allowing time for proper evaluation and analysis of the best manner to communicate to the end-user.

Visually communicate critical product information instead of forcing customers to read lengthy text.
Yes, it’s true. A picture is worth a thousand words. Data from our research confirmed more people understand concise, image based instructional or educational material than text-heavy collateral materials and engineering based images. Best in class companies recognize that visually based communication tools can decrease technical support and customer service calls as well as reduce product return rates. In addition, companies are realizing a reduction in the time and cost of localization because communicating with graphics instead of words reduces the amount of text there is to localize.

Are you ready to join the “best in class” companies when it comes to your product instructions and documentation?

Cards, anyone?

We just couldn't resist sharing with you these so-called instructions for the card game, Go:

The goal of the game is:
1) With the own pieces area to encircle and with it possession to take. Each intersection within the wall which is made by own piece counts score of the settlement.
2) Through encirclement the pieces of adversary caught to take. A piece is encircled, when it or the concatenation pf pieces of the same color has no rectilineal combination for an unoccupied intersection. Each one which is caught counts acore of the settlement.

Also, found on a toy manufactured in China:

Give attention to open/close toys,therefore take place peril.for instance slipup batteries wield result in the emission of heat rupture liquid.vent itself prythee pay attention.

Does anyone care to take a stab at deciphering? We believe that this is just another case in point that writing instructions should be left to the experts.

Are your instructions making a good impression?

Even as a child we all learned the importance of making a good first impression. The same basic principal applies to business as well, especially when it comes to a product’s assembly or installation instructions. Most engineers and product developers are so familiar with their products that they don’t realize their directions are confusing to the first-time user.

Shoppers at Amazon.com can now tag products they’ve purchased online as having “poor instructions”.

We found one shopper’s experience to be quite telling:

Once assembled this fan does what it is supposed to do - moves air with an oscillating motion. But the assembly can be a challenge. For example, the instructions read: ‘Use the included 4 screws to attach the lower metal pole to the fan base.’ In fact that won't work - you also need to use the included washers and nuts to make the screws tight. Unfortunately, this was the smallest problem. At one point an ‘adjustable height knob’ (a screw with an oblong plastic cap) locked in place, and trying to loosen it stripped the cap off. This left a frozen screw that had to be removed with pliers. Next, a locking cap that was supposed to fix the fan blade in place didn't tighten - there wasn't enough threaded bolt exposed. It tightened nicely if you removed the fan blade, but that wouldn't cool your room well. With a few half-#*$$ed fixes the fan is now running, and seems to be cooling well.

Sound familiar, anyone? Have unclear directions ever made you want to bang your head against a wall? Perhaps while putting together pre-fabricated furniture? Or a gas grill? Or installing a swing set?

Simple animation speaks volumes

In 2005 DIY Network sponsored a "Best Built House" contest and needed a resource to help them clearly communicate some of the technical details of the winning floor plan on their website. They not only needed great looking illustrations to adorn their website but, images that clearly and accurately conveyed the details of these innovative solutions to an eager-to-learn audience.

DIY realized that the team at Infographics® was particularly suited to this project because of the custom “visual languages” they produce for their product manufacturing client base that communicate information universally and effectively through a balance of technically accurate illustrations, universal symbols and copy for consumers.

The end result was a 10-second animated sequence of the house progression that included a nice rendering of the house and animations of the construction of the special features: pre-cast basement, insulation under basement floor, 3 stud corner, high-heeled roof trusses, air sealing, house wrap, total fill insulation, ice & water guard, PEX tubing for plumbing, tankless water heater, and ERV - air circulation system.

Click here to view sample.

Infographics® releases white paper

Creating consumer-focused instructions for a programmable remote control system

Infographics® is pleased to announce the release of our first white paper, a study on creating consumer-focused instructions for a programmable remote control system. The paper provides an in-depth discussion of the challenges encountered and Infographics® comprehensive solutions.

We hope that you will read the white paper and invite you to let us know if you are facing any of the same challenges. Click on the image at right to go to the download page.

Bad instructions are bad for business.

At Infographics® we're in the business of translating technical product information into plain English with the goal of facilitating a better ownership experience for our customers' clients. We understand that bad instructions are bad for business, and in turn, good instructions result in brand loyalty and satisfaction.

Here are a few rules we routinely follow:

1. Target the audience – Usually consumers haven’t used the product before, that’s why they’re reading the instructions.
2. Use a simple style of language – This often means using the command form of the verb, known as the imperative: 'Switch on the computer' instead of 'The computer should be switched on'
3. Split the information into manageable chunks – Readers waste time and make mistakes if the information they need is buried in long paragraphs and wordy sentences.
4. Use section headers – Split the instructions into separate sections whose headings identify the purpose of each action.
5. Use appropriate illustrations and labels – Illustrations are good at showing what things look like and their relative size. This can save words (and translation costs!) as well as illuminate the words that remain.

Welcome to the blog!

“The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through.”

–Sydney J. Harris

At Infographics® we've spent the last 12 years developing communications tools that bridge educational, language and cultural barriers and make it easier for consumers to assemble and use all kinds of products. We translate complex engineering, assembly, care and usage information into an easy-to-digest, consumer-friendly language and have a host of services to address nearly any communications challenge. Over the years our goals have remained constant--facilitate understanding and improve the ownership experience for our clients' customers.

We invite you to take our on-line poll and share with us your communications challenges. And check back at this blogspot periodically, as we will be using this forum to share some of our successes, tips, and other visual solutions.