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Vers une ingénierie des documents procéduraux

Franck Ganier 1, * 
* Corresponding author
Lab-STICC - Laboratoire des sciences et techniques de l'information, de la communication et de la connaissance
Abstract : In spite of daily exposure to procedural documents (learning to operate a new device, carrying out an assembly task or filling out a form), users frequently encounter difficulties when they read instructions and attempt to perform the procedures described. Based on these observations, this paper aims to present an engineering process for the design and evaluation of procedural documents. It relies on two samples of requests from manufacturers in order to show how research findings from the domains of cognitive psychology, ergonomics and psycholinguistics can be applied to the domain of document design. The first sample comes from the domain of domestic appliance production, along with the appliances' accompanying instructions, which are designed for the general public. The second comes from the domain of virtual environments for training that simulate procedures in industrial settings. This engineering process consists of (i) studying both the cognitive processes and difficulties users are confronted with when reading and using procedural instructions; (ii) identifying the problems technical writers may encounter when designing such documents; (iii) proposing recommandations or design solutions adapted to the users' needs and characteristics; and (iv) assessing the quality of such documents. The advantages of an engineering process such as this are twofold. Firstly, it aims to avoid processing difficulties for the users. Secondly, it aims to avoid extraneous costs for the manufacturers which may arise due to difficulties the users may experience (brand new products sent back to the manufacturer, setting up of hotline call centers, etc.).
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Submitted on : Friday, February 3, 2012 - 2:26:29 PM
Last modification on : Monday, March 14, 2022 - 11:08:09 AM


  • HAL Id : hal-00666057, version 1


Franck Ganier. Vers une ingénierie des documents procéduraux. Hudelot, C. Sciences du langage et demandes sociales, Editions Lambert-Lucas, pp.127-142, 2010. ⟨hal-00666057⟩



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