JTCA TC Symposium 2014

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Lecture 02 Manuals for industry products under the aspects of ISO/IEC 82079-1 JTCA TC Symposium 2014 Kyoto, October 16th, 2014 Schmeling +

1 Lecture 02 Manuals for industry products under the aspects of ISO/IEC JTCA TC Symposium 2014 Kyoto, October 16th, 2014 Schmeling + Consultants GmbH Heidelberg Telefon +49 (0) / Roland Schmeling r.schmeling@schmeling-consultants.de

Roland Schmeling 1985 1999 University Bielefeld: Physics (diploma), Philosophy of language and science: research, teaching logic and language competencies 1999 2005 TANNER AG, Lindau: expert in

charge of test program DocCert, set-up of department DocLab, deputy head of subsidiary in Essen; auditor and technical certifier for technical documentation (still) Since Sept 07 Since 2009

2 Roland Schmeling University Bielefeld: Physics (diploma), Philosophy of language and science: research, teaching logic and language competencies TANNER AG, Lindau: expert in charge for technical documentation (analysis, conception, training, legal aspects) Since 2004 Lecturer at Furtwangen University for Quality Assurance in Technical Documentation TÜV SÜD: in charge of test program DocCert, set-up of department DocLab, deputy head of subsidiary in Essen; auditor and technical certifier for technical documentation (still) Since Sept 07 Since 2009 Establishment of Schmeling + Consultants GmbH in Heidelberg, consulting company for technical communication and information management, together with Prof. Schäflein-Armbruster tekom e.v. advisory board for standards, development of IEC within IEC Core competencies: consulting, analysis of information quality, standardization of technical documentation, legal requirements, USA conformity, strategic development of technical communication, risk assessment, training and education of technical writers Several publications and guidelines for tekom e.v., Projects for: Siemens, Daimler, Audi et al. in the branches machinery industry and components, automotive, medical devices, household appliances, software industry, energy sector et al. 2

3 IEC Preparation of instructions for use Structuring, content and presentation Part 1: General principles and detailed requirements Status International Standard (IEC) double logo standard IEC/ISO European standard (EN) National standard in many European member states, e.g. Germany, Austria, Switzerland, Great Britian Horizontal standard getting more and more importance in almost every product sector In some markets the translation and integration as national standard is not yet performed Published August, 2012 Cacels and replaces IEC 62079:2000 Scope all types of instructions for use products of all kinds, ranging from a tin of paint to large industrial machinery, turnkey based plants or buildings 3

4 IEC Preparation of instructions for use: Content Important content of the standard Definitions (chapter 3) Principles on the preparation of instructions for use (chapter 4, but also in chapter 5 and 6) Detailed reqiurements on content of instructions for use (chapter 4 and 5) presentation (chapter 4 and 6) process of preparing instructions for use (chapter 4, 7, and in the annexes) competence of technical writers, translaters, proof readers, etc. (chapter 4) evaluation of conformity to the standard (chapter 7) Informative annex D: process of preparation of instructions for use Informative annex E: Empirical methods (? lecture JTCA Tokyo 2014) 4

5 Last Slide from Tokyo, Oct

6 IEC Preparation of instructions for use Review Report 3/1177/RR ( ): Improvements Comprehensibility and structure of the standard e.g. rearrange principles and detailed requirements Definitions of quality criteria Structure for information types (and information products) Examples for information types: maintenance plan, troubleshooting, parameter list, screen description, warning message, title page, etc. Examples for information products: instruction manual, assembly instructions, maintenance and service manual, quick reference guide, online help for software, onscreen guide (e.g. for a tv set), inctructional video, etc. New media, e.g. mobile terminals: structural, conceptual and didactic specs Processes and especially the process of quality assurance Responsibilities, roles, and competencies of persons involved in the editorial processes Instructions for use for larger units and systems composed of integrated components: how to deal with the supplier s documentations 6

IEC 82079-1: Important for implementing legal requirements IEC 82079-1 reflects state-of-the-art Law Machinery Safety Standard ISO 12100 Low Voltage Directive 2014/35/EU*, Article 6 Obligations of

7 IEC : Important for implementing legal requirements IEC reflects state-of-the-art Law Machinery Safety Standard ISO Low Voltage Directive 2014/35/EU*, Article 6 Obligations of manufacturers 7. Manufacturers shall ensure that the electrical equipment is accompanied by instructions and safety information [ ]. Such instructions and safety information, as well as any labelling, shall be clear, understandable and intelligible Production of instruction handbook a) The type fount and size of print shall ensure the best possible legibility. Safety warnings and/or cautions should be emphasized by the use of colours, symbols and/or large print. IEC Making safety-related information prominent and conspicuous Making text conspicuous Making illustrations conspicuous Design and placement of warning messages Permanence and visibility Making warning messages prominent Signal words 6.2 Legibility Textfont sizes and graphical symbol heights *) applies from April 20th,

8 What is special for industrial products? Main difference is target group Consumer products: washing machine, cell phone, lawn-mower, cars, toys, User = buyer No knowledge can be taken for granted Usually no training by the manufacturer A private citizen is responsible Often detailed requirements from product safety standards Wide influence of trading requirements on product information Special protection from contractual law and product liability with respect to consumers Industrial products: packaging machine, magnetic resonance tomograph, excavators, Acquirers are not the users A company is responsible (not a private person) Hierarchical delegation of work: foreman is target group of instructions, not the worker Skilled personnel (to some extent) Different roles / personas for different tasks (assembly, operation, maintenance, work on electric equimpent, programming, etc.) Occupational safety and health requirements have to be fulfilled Contracts on the technical documentation Health and safety briefing Contractual penalties if the technical documentation is defective Project specific documentation Very different circumstances and requirements in different branches medical devices, pharmaceutical industry, machinery industry, energy sector,.etc. 8

9 Overview: Important aspects of IEC for industrial goods Target group analysis User training Required content of instructions for use Consistency Warning messages and safety notes Functional structure of the text 9

10 IEC : Target group Meaning of target groups for instructions for use 4.4 Target group(s) When preparing instructions for use, the needs and capabilities of the intended target group shall be addressed. Usually they will be the type of people likely to use the product, defined for example by age range, language, technical knowledge, or technical discipline. See also and 4.B.3. lf instructions for use are directed to more than one target group (for example consumers and persons responsible for installation, repair or certain types of maintenance), they shall be separated into relevant sections that are clearly and appropriately marked. The target groups shall be defined at the beginning of the content. 10

11 IEC : Consideration of needs of target groups Meaning of target groups for instructions for use Analyses of target groups Consideration of the needs of target groups shall be based on analyses as set out in 4.4. For consumer products empirical tests are recommended. See also Annex E. 11

IEC 82079-1 Annex E: Empirical Methods "Empirical" as such: target group involved Opinion polls E2.1 written interview oral interview focus groups Usability testing E2.

6 "Empirical" as seeking for other opinions: Expertise, Desk Research Self-assessments and checklists E2.

12 IEC Annex E: Empirical Methods "Empirical" as such: target group involved Opinion polls E2.1 written interview oral interview focus groups Usability testing E2.2 Feedback from complaints management, hotlines and service information E2.6 "Empirical" as seeking for other opinions: Expertise, Desk Research Self-assessments and checklists E2.3, including benchmark Expertise, expert reviews and certification E2.4 (defined criteria) Weak point analysis by experts Expertise, mainly for legal issues Certification, e. g. DocCert (TÜV SÜD, Germany) Product tests Findings from independent awards or merit schemes E2.5 Examples: tekom Dokupreis, JTCA Japan Manual Awards 12

13 Target Group Analysis Proceeding 1. Basic research of facts about the product and its use 2. Segmentation of target groups Industrial goods: target groups as roles, according to their tasks/responsibilities: Operator, maintenance personnel, electrician, cleaning personnel, 3. Description of the target groups Tasks and responsibilities, also as opposed to other target groups/roles Physical properties Language Competences which can and which cannot be assumed as given Electrical, mechanical, other technical, software, methodical Literacy (text and technical drawings) Competence to realize and avoid hazards Working environment and means of information access 4. Consequences for the technical documentation, e.g. Distribution of information on target group specific information products Media Terminology Type of visualization (technical, illustration,...) Need for detailed information (e.g. whether lubricating has just to be named or has to be described in detail) 5. Continuous improvement of the target group analysis by tests and empirical studies 13

Example of a target group analysis for a

14 Example of a target group analysis for a waste sorting plant Maintenance Personnel Target groups Core Target groups are target groups of the instructions for use along which the information is designed. Consequently, the core target groups have to be analyzed in detail. 14

15 IEC : Requirements on the content Basic Rule: Give All Information needed by the Target Groups 5.1 General The functionality of products shall be described and user questions such as WHERE? WHO? WHAT? WHEN? HOW? WHY? should be anticipated and appropriate answers provided. The information to be given depends on the target group(s) and the tasks that they are intended or allowed to perform throughout the life of the product. 15

16 IEC : Requirements on the content example if applicable : decisions are required with respect to the target groups 5.5 Safety-related information General [ ] Safety-related information shall include the following, if applicable: [ ] potential hazards or precautions for specific groups of persons of which users shall be aware and which would not be immediately obvious without being pointed out; [ ] 16

17 IEC : Content of instructions for use (chapter 5) Information along the product life cycle and user processes General Identification of instructions for use Identification of the product Modification of products Safety-related information Product compliance Importance of retaining instructions for use Preparing products for use Operation of products Maintenance Supplied accessories, consumables and spare parts Information on special tools, equipment and materials Information on repair of products and replacement of parts Information required when the product is no longer needed Structure 17

18 IEC : Need for specified user training Mainly applicable for industry products User training Where user training is required, this shall be specified in the instructions for use and, where appropriate also in the supply contract. However, user training courses cannot be a substitute for instructions for use but only complement them. [ ] Training of users should be documented: Date and time Agenda and delivered training material Trainer Participants (list with full names and signs) 18

19 IEC : Principle of Consistency Consistency of All Channels of Information Manual Flyer Training Internet Catalog Organisation of Consistency Content Technical Data Terminology Warning messages and Labels Spare parts Maintenance terms Service Assembly Validation Contract 19

20 Use of signal words (ANSI Z535.6) important for OSHA (USA) IEC compliant with ANSI Z535 Not specified in IEC The recommended signal words apply to warning messages, not to safety notes! Use the signal words for warning messages consistently. Do NOT use signal words in safety notes (grouped safety messages), or in reasonable exceptions only. 20

21 IEC and ANSI Z535 are well matched ANSI Z535 ANSI Z535.6 ANSI Z535.4: Product Safety labels Supplemental directives Grouped safety messages Section safety messages Embedded safety messages Property damage message Product safety labels Safety notes Warning messages with signal words: DANGER / WARNING / CAUTION Warning messages no signal word specified Product safety labels ISO * including property damage messages (in contrast to ANSI Z535) Safety related information IEC

Product Safety Standards: Example EN 60745-1 EN 60745-1:2009 Hand-held motor-operated electric tools - Safety -- Part 1:

5.1: NOTE Productrelated standards and legal regulations may contain additional requirements.

com Example: Product standard EN 60745-1 (international standard IEC, too) According to EN 60745-1 defined safety notes are

Never use the cord for carrying, pulling or unplugging the power tool.

22 Product Safety Standards: Example EN EN :2009 Hand-held motor-operated electric tools - Safety -- Part 1: General requirements Page taken from the instructions for use of DeWALT IEC , 5.5.1: NOTE Productrelated standards and legal regulations may contain additional requirements. D25762 Combination and Chipping Hammer Download , 18:00, Example: Product standard EN (international standard IEC, too) According to EN defined safety notes are mandatory with no difference between industrial products and consumer products, e.g. " d) Do not abuse the cord. Never use the cord for carrying, pulling or unplugging the power tool. Keep cord away from heat, oil, sharp edges or moving parts. Damaged or entangled cords increase the risk of electric shock." Type of hazard: Damage, electric shock Source of hazard: Cable Concequences of not avoiding: death possible (given initially) Avoidance measures: Never use ; Keep cord away 22

Example: Professional Chipping Hammer Sentence too long (29 words, 46 words total) Optimization... WARNING! Automatic start! Risk of injury! Turn unit off.

23 Example: Professional Chipping Hammer Sentence too long (29 words, 46 words total) Optimization... WARNING! Automatic start! Risk of injury! Turn unit off. Unplug machine from power source. Set trigger switch to OFF. 1. No phrase longer than 6 words 19 words total: 60 % saving! more comprehensibility less expenses 23

1: Where illustrations need explanatory texts, they shall be

24 Example: Professional Chipping Hammer Text and Figures difficult to coordinate confusion is likely IEC , 6.3.1: Where illustrations need explanatory texts, they shall be placed adjacent to one another so that they are perceived together. page 5 page 34 24

25 IEC : Importance of Structure for Information Quality Functional structure and standardization of text Structure The wording should fit the structure which supports the various text functions. Such text functions are for example: subject (heading); description; goal; prerequisite; condition; action; result; warning; prompt and reminder; example; caption (addressing a figure or a table). The use of a consistent structuring method is recommended. 25

26 Disentangle text jam according to the text function Original text Original text with functional labeling Switch A must be put on position 1. The green lamp lights up. Thereby you should assure, that there is no liquid in the container. Afterwards the pump is ready for operation and you can start with suction cleaning. 26

27 Disentangle text jam according to the text function Original text Original text with functional labeling Switch A must be put on position 1. The green lamp lights up. Thereby you should assure, that there is no liquid in the container. Afterwards the pump is ready for operation and you can start with suction cleaning. Action Switch A must be put on position 1. Result The green lamp lights up. Warning Thereby you should assure, that there is no liquid in the container. Result Afterwards the pump is ready for operation. Goal You can start with suction cleaning. 27

28 The pump example: optimized functional structure With the method Functional Design Goal Warning, signal word panel Type, source, consequence Measure Prepare the pump CAUTION Overflowing leach! Chemical burn can occur! Empty the container. Action Result Final result Put switch A on position 1. The green lamp lights up. The pump is operable. Goal Suction cleaning... 28

29 The pump example: optimized Prepare the pump CAUTION Overflowing leach! Chemical burn can occur! Empty the container. Put switch A on position 1. The green lamp lights up. The pump is operable. Suction cleaning... 29

30 Authoring Guideline Style guide A style guide should be established and followed throughout the entire instructions for use covering, for example: writing style (see Table 1 ); wording; consistent use of terms; way to address the readers; and design of text and page layout including selection of typeface and font size [ ]. Further content required, for example: Description of target groups Definition of the structures of the information products (instructions for use, maintenance manual, quick reference guide, online help, training material, ) Definition of the structures of information types (maintenance plan, troubleshooting, functional description, warning message, ) Rules for referencing and indexing 30

tekom edoc guideline Strategies and legal aspects for electronic documentation

tekom edoc guideline Strategies and legal aspects for electronic documentation Presentation Sarah Fancy and Roland Schmeling Stuttgart, 2017-10-24 Schmeling + Consultants GmbH Heidelberg www.schmeling-consultants.de