If you’re creating documentation without a plan, you’re setting yourself up for frustration. Planning isn’t just about timelines or checklists—it’s about answering critical questions that shape the document’s purpose, audience, and structure. Without a clear purpose, a document risks becoming cluttered, confusing, or irrelevant.
In this blog, we’ll explore how to approach the Plan phase of the Document Development Lifecycle (DDLC) and lay the groundwork for effective documentation.
Why Does This Document Exist?
Before you start writing, ask yourself: Does this document need to exist?
Every document should have a purpose. If you can’t clearly define what it’s supposed to accomplish, it’s better to rethink or skip it. A document without purpose wastes time for both the writer and the reader.
Here are some key questions to guide you:
- What problem is this document solving?
- What goals should it achieve?
- What action or outcome should it inspire in the reader?
For example, if you’re writing an installation guide, its purpose might be to help users set up the product without needing additional support. Clear goals keep your focus sharp and your content relevant.
Who’s Reading This?
Understanding your audience is critical. If you don’t know who you’re writing for, you can’t tailor the content to meet their needs. Ask:
- Who will be reading this? Identify your primary and secondary audiences.
- What do they already know? Avoid over-explaining familiar concepts.
- What do they need to know? Make sure your content fills the gaps in their understanding.
- Why are they reading this? Are they trying to solve a problem, learn something new, or make a decision?
- What tone is appropriate? A user guide might call for a conversational tone, while a technical report might need a more formal approach.
Handling Multiple Audiences
In an ideal world, you’d create separate documents for each audience type. This allows you to focus on one group at a time, delivering exactly what they need.
But in real life, this isn’t always practical. Instead, try splitting your audience into two groups:
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Primary Audience
- The main group your document is for.
- Often decision-makers or direct users.
- For example, the IT manager requesting a software deployment guide.
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Secondary Audience
- Others who might read or refer to the document.
- May not be the intended users but still need parts of the content.
- For example, support staff using the deployment guide for troubleshooting.
By prioritizing your primary audience but acknowledging the secondary group, you can strike a balance without creating entirely separate documents.
How Will You Deliver the Information?
The way you deliver your content matters as much as the content itself. Think about how your audience will consume the information and choose the format accordingly:
- PDFs or Print: Best for static guides or formal documentation.
- Online Knowledge Base: Great for searchable, updatable content.
- Embedded Help: Ideal for contextual guidance within an app or product.
- Videos or Visual Guides: Useful for tutorials or step-by-step instructions.
Match the delivery format to what your audience prefers and what makes the content easiest to access and use.
Planning in Action: A Quick Example
Let’s say you’re tasked with creating a troubleshooting guide for a new software product.
- Purpose: Help users resolve common issues without contacting support.
- Primary Audience: End-users who experience issues and need quick fixes.
- Secondary Audience: Internal support staff who may refer to the guide for additional context.
- Delivery: An online knowledge base for easy updates and searchability.
With these questions answered, your writing has a clear direction, and your document has a clear purpose.
Takeaways
The Plan phase is all about defining the "why" and "who" behind your documentation. A well-thought-out plan ensures your document is purposeful, focused, and accessible.
Key questions to ask:
- Why does this document exist?
- Who will read it, and what do they need?
- What’s the best format to deliver the content?
In the next blog, we’ll move to the Research phase, where we’ll explore how to gather the information you need to build strong, reliable content.
What’s Your Planning Process?
How do you approach the planning stage of documentation? Have you faced challenges with identifying your audience or defining a document’s purpose? Share your thoughts in the comments!
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