Operating instructions for terminal operators

The process and goals of developing end-user documentation include developing information in several stages and to tailor the documentation to the experience level and information requirements of the end users.

The success and acceptance of an online system often depends on the quality of the end-user documentation. The operating procedures for terminal operators form an important part of this documentation, contributing to ongoing education and ease of use for the applications.

Develop and refine the procedures in several stages:

• Define initial structure and content
• Analyze existing procedures
• Test the new procedures
• Gather education feedback
• Gather production feedback
• Make any necessary modifications to the procedures

It is generally better to extract information from existing sources and tailor it to an application rather than point to total descriptions or general operation manuals. For example, describe the 3270 operational characteristics rather than assume that the operator is familiar with the content of the 3270 Data Stream Programmer's Reference.

Also, show representative screen formats rather than showing MFS output. You can obtain working copies of the screen layouts by using the copy feature on a remote 3277 terminal.

Do not ignore the last stage, the actual production cycle. In many cases, you can obtain useful feedback by selecting a group of end users to be pilot operators. Their mission is to validate and improve the end-user service. After making any necessary changes, publish the final procedures.

Do not neglect to update the procedures when you make modifications to the online IMS system. Sometimes the operational emphasis changes when you install subsequent application programs or IMS features. Your same pilot group could renew their activities when hardware changes or other significant application changes occur.

Some guidelines for the content of end-user operator documents follow. The goal is to have the document tuned to the experience level and information requirements of the end users:

• Make the main section procedural for the applications.

  Ensure the instructions are sequenced in the order in which they are performed. Place transactions that are more frequently used, or more important, ahead of others. If there are numerous transactions, an alphabetic order might be better, if you include an introduction (or graphic) that indicates which are critical or used frequently.

• Illustrate your procedures with simple examples.

  Show both entry and response formats. Where IMS commands are used, show only relevant keywords and explain the replies.

• Include instructions for error handling.

  Address not only input errors but also responses to warning messages from the application program. Where IMS connection or system problems might occur, provide alternative instructions. If this material is lengthy, you could place it in an appendix. Arrange the topics in the appendix by symptom. Provide an explanation of error-reporting forms.

• Optionally, include a brief introduction to IMS and describe the MTO.

  The emphasis should not be on how IMS works, but on how it supports data access and processing at your site. Distinguish, as necessary, between what IMS provides and what the operating system and hardware provide.

• Identify the main hardware operational characteristics.

  Include advice that highlights efficient ways of using the terminal and warnings of any user actions that are prone to error. If appropriate, merge copies of relevant operating instructions into this section or appended to the document.

• Include only relevant IMS command operation details.

  Make sure that commands and options described are allowed for end-user use. Discourage the use of commands that reserve IMS resources, such as /HOLD for conversations or /IDLE which enqueues output messages.

• Include a list of contacts.

  Show names in preferred order and describe the conditions under which the user should make contact.