Ambiguous Instructions in Technical Writing

As briefly covered in Common Issues in Technical Writing, ambiguous instructions in technical documentation can significantly impact the effectiveness and usability of the document. When instructions are unclear or open to multiple interpretations, users may struggle to follow them correctly, leading to frustration, errors, and potential safety risks. This section explores the causes, impacts, and solutions associated with ambiguous instructions in technical documentation.

Causes of Ambiguous Instructions

Insufficient Detail

Authors may provide instructions that lack necessary details, assuming that the user has prior knowledge or can fill in the gaps. This can leave too much to the reader’s interpretation.

Lack of Author Expertise

Authors who are not subject matter experts might not fully understand the processes they are documenting, leading to vague or incorrect instructions.

Oversight in Editing

Inadequate editing and proofreading can result in instructions that are not as clear and precise as they should be. Ambiguities may go unnoticed and remain uncorrected.

Impact of Ambiguous Instructions

User Frustration

Ambiguous instructions can frustrate users, as they may have to spend extra time figuring out what is required. This can lead to a poor user experience and decreased satisfaction with the product or service.

Example:

• Ambiguous: Adjust the lever until it feels right.
• Clear: Adjust the lever to a 45-degree angle.

Operational Errors

In fields requiring precise actions, such as engineering or healthcare, ambiguous instructions can lead to serious operational errors. Misinterpretation of unclear instructions can cause incorrect procedures to be followed, potentially resulting in damage or harm.

Example:

• Ambiguous: Add a few drops of the solution.
• Clear: Add exactly 3 drops of the solution.

Increased Support Requests

Users struggling with ambiguous instructions are more likely to contact customer support for clarification. This can increase the support team’s workload and operational costs.

Example:

• Ambiguous: Tighten the bolt as needed.
• Clear: Tighten the bolt to 20 Nm torque.

Reduced Document Credibility

Documentation that contains ambiguous instructions can appear unprofessional and unreliable. Users may lose trust in the documentation and, by extension, in the product or service itself.

Solutions for Ambiguous Instructions

Provide Detailed, Step-by-Step Instructions

Ensure that instructions are detailed and broken down into clear, manageable steps. Avoid assuming that users will know what to do without explicit guidance.

Solution Example:

• Detailed: Instead of “Turn on the device,” use “Press the power button located on the top right corner of the device until the screen lights up.”

Use Clear and Precise Language

Employ specific and unambiguous language to convey instructions. Avoid vague terms and ensure that every step is described accurately.

Solution Example:

• Precise: Instead of “Use a moderate amount,” specify “Use 50 ml of the solution.”

Include Visual Aids

Where possible, use diagrams, images, or videos to complement written instructions. Visual aids can help clarify complex procedures and ensure that users understand each step correctly.

Solution Example:

• Visual: Pair written instructions with annotated diagrams showing exactly where to make adjustments.

Conduct Thorough Proofreading and Testing

Regularly review and test the instructions to identify potential ambiguities. Have subject matter experts and actual users test the documentation to ensure clarity and accuracy.

Solution Example:

• Review: Implement a review process involving multiple reviewers, including those who are less familiar with the content, to catch ambiguities.

Conclusion

Ambiguous instructions can severely undermine the effectiveness of technical documentation, leading to user frustration, operational errors, and increased support requests. By providing detailed, step-by-step instructions, using clear and precise language, including visual aids, and conducting thorough proofreading and testing, technical writers can eliminate ambiguities and enhance the clarity and reliability of their documentation. This not only improves the user experience but also reinforces the credibility of the document and the organization it represents.