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Writing Troubleshooting Instructions

Step #1 - Define your audience

Think about the type of learner who is most likely to read the instruction by asking these questions:

  • Why do learners need to do this task?

  • Where are they doing this task?

  • What kind of environment are they in while doing this task?

  • How are they consuming the instructions? What devices?

  • Are they doing the task alone or together with someone else?

  • What is the average age of the audience?

  • Where are they located?

  • What is their prior knowledge on performing this task?

  • What is their level of English? Are there ESL learners?

  • Will they be evaluated on how well they perform this task?

Step #2 - Define the problem

What problem(s) are learners experiencing? List them out.

Step #3 - Find all the possible solutions

Group causes by three categories and find all possible solutions to them by investigation and working with SMEs.

  1. Common mistakes

  2. Known issues

  3. Unknown issues

Step #4 - Build a solution flow


Solution A

Step 1

Step 2

Step 3

Solution B

Step 1

Step 2

Step 3

Solution C - (Contact Support)

Step 1

Step 2

Step 3

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