As a technical communicator, you often start by categorize users into user groups where each user groups is given a name, for example Network engineer, System administrator, Operator etc. To make the user group come alive, you develop personas to represent each user group. But how do you, as a technical communicator, actually develop user groups and personas? And how do you determine what type of information to write and how to classify and organize information in deliverables based on a set of personas?
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Today, users are searching for an answer when stuck in product usage. Nobody is reading the manual methodically. If your users are having trouble in finding information in your manuals, your business may be facing a risk of losing its customers. This risk is increasing since the time users have to spend on searching is limited or even decreasing and the amount of information to search in is constantly increasing.
