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Users of a complex computer system generally refer to manuals to gain an understanding of how the system works. In fact, their first encounter with the system is quite often the books that document it. Not surprisingly, they expect the books to contain information that is • accurate and complete • easy to find That technical writers should be concerned with the accuracy and completeness of their information is obvious. But whether a user can easily retrieve essential information is just as important. Books produced by information developers at IBM's lab in Kingston, New York, reveal an increasing emphasis on information retrievability. Questions a typical user picking up a book for the first time might ask of it are: Does this book have the information I need? If so, can I find it easily, or do I need to read the entire book to find it? I am going to describe how paying close attention to particular elements in one book helped to make the information in it easy to find and use. These elements are: • A title that describes the book's contents • A preface that describes the relevance of the book to the user's task • An organization that enables easy lookup • Graphics that enable rapid comprehension • Active language The fundamental consideration underlying all these elements is: What does the user need?

Keeping the system user's needs in mind how information retrievability was achieved in one reference manual