The goal of this exercise is to help you learn how to apply Chapter 4's guidelines by adapting the same information for two different audiences.

The Exercise

Resor Industries manufactures private-label consumer products for supermarkets across the country. It has five plants located in the Midwest. You are a Systems Support Liaison whose main responsibility is responding to users' questions and problems with the various computer systems in the plant. Your boss, Irene Moloney, has often complimented you on your ability to explain the system to the users in a way that is understandable and helpful to them. Even though all of the users have high school degrees, few have taken any college-level classes. In fact, most of their experience with computers has come from on-the-job training.

Recently, the manufacturer of one of Resor's computer systems offered a new release of its system software in response to demands for faster processing speed and added functional capabilities. The system is called TRAX2000, and it keeps the inventory of machine parts and materials routinely used by line workers and technicians on the shop floor. The TRAX2000 upgrade includes new reports, screens, and fields.

Irene has recently asked you to write a memo to the users of TRAX2000 concerning the changes the users can expect with the upgraded system. She says the upgrade will be rolled out to the users in three weeks.

Your Assignment

Part I

Make a list of the questions the TRAX2000 users will want to know about the upgrade to the system. What other information could you provide that would be helpful to the users but that they might not ask for specifically? In performing this exercise, keep in mind the characteristics of the users and their professional role in the organization.

Part II

Assume your boss has asked you to write a memo to your colleagues about the TRAX2000 upgrade. Your colleagues include other systems support personnel throughout Resor's five plants. Perform the same exercise as above, realizing the different informational needs this audience would have.

While working on this exercise, you may download the Guide for Planning Your Usability Strategies.