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- First and foremost...know your audience!Who is my Consumer?
What do they know?
- Are they technical? If so, how technical?
- You might need to explain what a web browser is. Or, you might not.
- What are their business expertise? Accounting? HR?
- This can help with creating analogies that illustrate a point.
What do they need to know?
- Knowledge
- Are we documenting a Policy, Procedure, or Process?
- Policy
- What is the purpose?
- What are we trying to prevent?
- What are we trying to insure happens?
- Procedure
- What are the steps?
- Is there a decision tree? If so, what are the criteria for each decision point?
- Process
- What are the inputs?
- What changes, by whom, in what way?
- What are the outputs?
- Policy
- Are we documenting a Policy, Procedure, or Process?
- Context
- How does this new functionality fit into the broader business?
- Does it replace or enhance a current function?
How will they be looking for the information?
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