You’ve encountered technical writing if you’ve ever followed a recipe. This also applies if you’ve built furniture from a manual or attempted to troubleshoot a stubborn software issue. There are two primary types: step-by-step instructions and conceptual explanations. Each has its place, but choosing the wrong one can leave users confused, frustrated, or completely lost.

Let’s break down when to use each approach—and how to strike the right balance.

Step-by-Step Writing: Clear, Direct, and Actionable

Step-by-step writing is task-driven. It tells the user exactly what to do, in what order, using clear, sequential instructions.

When to Use It:

• For procedures and tasks – The user needs to complete a specific action. This could be installing a software update or assembling a device.
• For predictable outcomes – When following the steps should always result in the same final product (e.g., resetting a password).
• For time-sensitive actions – When users need to complete tasks quickly with minimal decision-making.

What It Looks Like:

• Numbered steps
• Short, direct instructions
• Minimal explanations unless absolutely necessary

Example:

1. Open the settings menu.
2. Select “Network & Internet.”
3. Click on “Wi-Fi” and choose your network.
4. Enter the password and click “Connect.”

Pros:
✔ Easy to follow
✔ Reduces user error
✔ Best for hands-on actions

Cons:
✖ Doesn’t explain why the steps matter
✖ Assumes the user has enough background knowledge

Conceptual Writing: Understanding the Why Behind the Task

Conceptual writing explains principles, concepts, or processes rather than giving a strict list of steps. It helps users understand rather than just execute.

When to Use It:

• For complex systems – When users need to understand how something works before they can use it (e.g., database structures).
• For troubleshooting – When problems don’t have a single, fixed solution (e.g., diagnosing a network issue).
• For decision-making – When users need to choose between multiple options (e.g., software settings configurations).

What It Looks Like:

• Paragraphs that describe concepts and relationships
• Diagrams or visuals explaining structures
• Comparisons, best practices, and troubleshooting guidance

Example:
Wi-Fi networks operate on radio frequencies, typically 2.4 GHz or 5 GHz. The 2.4 GHz band offers better range but slower speeds, while 5 GHz provides faster speeds with a shorter range. Choosing the right frequency depends on your environment. For small spaces with fewer walls, 5 GHz is ideal. For larger areas with many obstructions, 2.4 GHz works better.

Pros:
✔ Helps users understand rather than just follow instructions
✔ Allows for flexibility in different scenarios
✔ Reduces dependence on rigid instructions

Cons:
✖ Not useful for urgent, step-by-step tasks
✖ Can be overwhelming if users just want a solution

Which One Works Best?

That depends on the user’s goal.

• If they need a quick, repeatable solution? → Step-by-step.
• If they need to understand the system to make informed choices? → Conceptual writing.
• If they need both? → Combine them strategically.

Finding the Right Balance

The best documentation often mixes both approaches. A troubleshooting guide, for instance, might begin with a conceptual overview of common issues. Then, it lists specific steps to resolve these issues.

Best practice: Lead with step-by-step instructions, then provide conceptual details if the user wants to go deeper. This way, users who just want to complete a task can do so. Those who need background understanding aren’t left searching for more information.

When in doubt, ask:
“Does the user need to know how, or do they need to know why?”

Get that answer right, and your documentation will always be useful.