Technical writing isn’t about sounding smart—it’s about making things work. When users struggle, it’s rarely because they lack intelligence. It’s because the writing failed them.

Here’s where things go wrong and what to do instead.

1. The Instructions Don’t Match Reality

Ever followed a manual only to realize the steps don’t align with what’s in front of you? Maybe a menu option doesn’t exist, or a button is labeled differently.

Why It Happens:

• The writer didn’t verify the process.
• The system changed, and no one updated the documentation.
• Assumptions were made about the user’s environment.

Fix It:

• Test every step as if you’ve never seen it before.
• Align instructions exactly with the interface or physical object.
• Include versioning to track changes.

2. Too Much Information at Once

Users aren’t reading a novel; they’re solving a problem. Dense paragraphs, unnecessary background, and complex sentences slow them down.

Why It Happens:

• The writer wants to sound “thorough.”
• Unfiltered SME input is dumped onto the page.
• No effort was made to structure content logically.

Fix It:

• Use short, direct sentences.
• Break up text with clear headings and steps.
• Prioritize what the user needs right now.

3. Important Details Are Hard to Find

Users scan first, read later. If critical details are buried in long paragraphs, they’ll be missed.

Why It Happens:

• The writer doesn’t consider how users search for information.
• No clear headings, bullet points, or white space.
• Instructions mix multiple concepts without clear separation.

Fix It:

• Highlight key actions, warnings, and results.
• Use bullet points and numbered steps for clarity.
• Make sure the structure supports quick scanning.

4. The Writing Assumes Too Much

“Simply configure the network settings.” Simply how? Vague statements frustrate users, especially if they lack background knowledge.

Why It Happens:

• The writer assumes the user has certain expertise.
• Industry jargon and acronyms are used without explanation.
• Steps skip over “obvious” details (which aren’t obvious to everyone).

Fix It:

• Define terms and acronyms the first time they appear.
• Write instructions as if the user is seeing them for the first time.
• Provide additional guidance when a step requires prior knowledge.

5. No Clear Next Step

The user followed the instructions. Now what? If documentation doesn’t guide them to the next logical action, they’re left guessing.

Why It Happens:

• The process wasn’t mapped from start to finish.
• Troubleshooting steps aren’t included.
• No transition to related tasks or support options.

Fix It:

• Always indicate what happens after a step is completed.
• Provide links to related actions or troubleshooting.
• End with a clear resolution—users should know what to do next.

Final Thought

Bad documentation isn’t just frustrating—it causes errors, delays, and support tickets. Fixing these pitfalls makes the difference between a document that’s used and one that’s ignored.

Before publishing, ask yourself: Can someone follow this without confusion? If the answer isn’t a solid yes, keep refining.