In order to understand how information is architected on a Web-based application, you must understand the four types of information that may be required depending on the complexity of the application. 

 Because there are often variances in audience skill sets, SofTech Communications uses a technique called “content layering” throughout the application to make information accessible based on its relevancy at the user level.  This technique allows copywriters to write to a more knowledgeable audience while providing in-depth information for a less educated audience at the click of a button. 

The four information types are as follows:

1.  Application Content

Application content is navigational copy that tells users where they are in the application and how to move forward and backward to other pages. Typically, application content appears on each page beneath the page title and above the form fields. 

2.  Windows-Level Help

Windows-level Help is reference information that is specific to individual pages in the application and is accessible by clicking a link or button. The content provided in Windows-level Help provides both high-level and low-level reference information that enables users to make decisions on the next steps to take. Often, Windows-level Help displays in a separate browser window. However, some applications provide Windows-level Help within a separate “frame” in the same browser window.  In either case, launching Windows-level Help does not interfere with the work of a user. Not all pages on a Web-based application require Windows-level Help. 

3.  Field-Level Help

Field-level Help is reference information that is specific to individual list box or text box on a page. Field-level Help can also be applied to radio groups, where options are provided, but only one can be selected by the user. The content provided in Field-level Help provides definitions or further explanations of the list box, text box, or radio group. Typically, Field-level Help includes information like field limitations, field functions, and field formats. Often, Field-level Help displays in a separate pop-up window that automatically sizes to the text. Launching Field-level Help does not interfere with the work of a user. Not all list boxes, text boxes, and radio groups require Windows-level Help. 

4.  Procedural Help

Procedural Help is reference and task-oriented information that is specific to tasks that users can perform when using the Web-based application. Procedural Help typically includes procedures for how to perform the most common tasks. As a result, Procedural Help often includes a table of contents, index, and search capabilities for easy access to information. Procedural Help can be formatted for print or online delivery. If formatted for online delivery, Procedural Help can be delivered in the form of a Web-based Help system or as portable document format (PDF) file.  Examples of Procedural Help include user manuals, installation guides, quick start guides, etc.

To manage the development and implementation of application content, Windows-level Help, and Field-level Help, SofTech develops a Screen Reference Log, Page Index, and Windows-level or Field-Level Tracking Log. In developing these tools, we assign unique codes to each page on the Web-based application.  The codes are assigned in an alphanumerical series by module. 

When delivering copy for implementation or for review, there is no question where the copy resides on the Web-based application. These tools are essential for efficient, cost-effective implementation and on-going management of copy as the Web-based application matures.

Information architecture for a Web-based application starts at a high level and ends with strict conventions for copywriting, known as information mapping. These conventions are most prevalent in Procedural Help, where users are most likely to go when they want immediate instructions on how to perform a task. 

The information mapping methodology provides a systematic approach to analyzing, organizing, and presenting information. Before starting any project, SofTech Communications identifies the audience, defines the purpose of the documentation, and identifies the technology on which the information will be delivered. 

There are specific rules under the information mapping methodology for organizing and presenting information. Primarily, information should be constructed in the form of topics. By constructing information in the form of topics, copywriters can educate the audience on a single-subject matter and easily cross-reference related information. Topic structuring also provides a flexible platform for converting documentation from print to online and vice versa. There are numerous types of topics, such as reference topics, procedural topics, error message topics, show me topics, navigation topics, and much more. However, reference topics and procedural topics are the most popular.

Reference topics provide conceptual information that focuses on “big picture” concepts. 

Procedural topics provide numbered steps for performing a task. 

Copywriting conventions used to construct information within topics and provides a brief description of each convention. 

1.  Imperative Heading

Imperatives tell the user immediately that the information presented in the topic is for reference only. 

2.  Gerund Heading

Gerunds have a strong "introductory" quality. The topic title should introduce the topic as a whole using purpose information and prepositional phrases. Gerund heading should always have a subject and a verb.           

example:  "Deleting Reports"

3.  Conceptual Element

The conceptual element is an expansion of the topic heading and provides more detailed information. The conceptual element should answer questions like, "What problem does this solve?", or "How does this procedure relate to user tasks?", or "Why is this in our software?".

4.  Infinitive Subheading

Infinitives make for highly focused statements of purpose; this heading focuses on a specific function.           

example:  "To Delete A Report"

5.  Procedural Steps

These are the steps that tell users how things are done. Each step should be an action statement that contains a core sentence (verb & object) and a modifier. Steps should be limited to seven or eight steps maximum. The general rule is to tell where to go, then what to do.           

example:  "From File on the main menu, click Open."

6.  Feedback Statements

This is a statement primarily used after an action statement to indicate the visible result of the action. This statement is used so that users can confirm their actions. 

7.  Notes & Warnings

This information includes user options, secondary options, special circumstances that call for action, and system descriptions. Most notes and warnings are inserted under specific procedural steps when necessary.

Before SofTech Communications begins writing copy, we define the information types required to support the application. The goal is to create a documentation set that caters to all users from the moment they first see the application, through the initial learning curve, to proficiency, to mastery, and after they return to the application after long periods of non-use. 

SofTech Communications works with companies all over the world. We are not only experienced writers, but we are also excellent information architects. Proficiency with the latest authoring tools enables us to work quickly and flawlessly while our methodology ensures that we always use the best practices.