Who writes owners manuals?

/ Who writes owners manuals? #21  
Whoever wrote the manual for my GC1735 either knew it too well that they skipped a lot of steps that they did from memory, or they didn't know it at all and wrote it from looking at it without trying anything. The directions on installing / removing the mid mount mower were useless and skipped three steps, and there were no instructions on the rear hitch. I know 99% of you all know all about a 3pt, but not all of us have experience when buying a SCUT so a manual written for us and not the experts would be more helpful.
 
/ Who writes owners manuals? #22  
I’m a technical writer and could write a book on this subject but I'll give you the abridged version of my experience. All the warnings come from the lawyers of course, and those are nonnegotiable. If legal says you have to do something then you have to do it no matter how little sense it may make IRL.

As to consumer manuals in general, most are bad because companies don't want to pay for a writer/editor. They figure anyone can write (how hard could it be?) so when a product ships they usually give that job to a dev volunteer, or maybe even a marketing droid or someone in support. There are various problems with this, but one of the biggest with devs is that they don't know the product. Sure, they know their one little area very well, but the whole thing as an assembled, functioning unit? They're clueless. That's not meant to be a slam because if you design taillights for Chevy why would you know or care about how the transmission works, or how to even drive a car for that matter. The other problem is they universally cannot write. They always think they can, but that goes back to thinking anyone can write. There are college degrees given in the subject for a reason, so this makes as much sense as thinking someone can be an architect simply because they live in a house. The third is companies are lazy and just don't care, and I see this all the time. For example, there's one major tractor company that right now has multiple grammar and punctuation errors in their two page online sales pdf. How many people had to check off on that before it went out? How expensive would it have been to have one of those people be a trained editor who understood the English language? Not very. Another good example is all those manuals for stuff from Harbor Freight. Is it really that hard or expensive to hire someone who's a native English speaker to give those a quick edit/translation? Of course not, but they don't because manuals are an afterthought and nobody cares.

All that is for companies that don't have pro writers on staff. For those that do, there's a whole other assortment of problems that get introduced but I'll leave all that boring stuff for another day.
My father was a technical writer. He did detailed work for government equipment. Was exacting work before computers and cad.
 
/ Who writes owners manuals? #23  
When I used to write tech manuals, my checker was the big boss's admin.
She was really good at pointing out whatever looked like nonsense to her,
Good idea. If a secretary could understand it an old clod hopper like me might understand it.
 
/ Who writes owners manuals? #24  
In a previous life, I was a manuscript editor for a publisher you would recognize.

This is an excellent topic and one not considered nearly often or deeply enough. I'm not a mechanic, but give me a well-written and clearly illustrated manual and I can do a whole lot. I'm a Kioti man going quite a way back, and although the tractors are great, the manuals suck and are written in what I call Korean English, with frequent incomprehensible or barely comprehensible statements. Ambiguity is one of the many delightful specialties of Korean English. Another is bizarre diction (word choice). Just when you really need to know some detail is when the manual likes to *^(# up. Why is it, when they're spending billions of dollars to develop and produce tractors, they hand the job of writing the manuals to ESL (English as a second language) people? It's the height of arrogance and carelessness to assign this critical task to Koreans who THINK they know English well enough to write a manual. A good manual is hard enough even for a native English speaker to write. Another issue I have with manuals (not just Kioti ones) is photos that are too small, grainy, and dark. Nice big white arrows point at fuzzy blobs. In my view, a good manual is one of the best sales tools a manufacturer can have, at least for potential customers with experience buying equipment. Stihl manuals are pretty good, which doesn't hurt Stihl's reputation one bit. The Germans figured that one out, too.

English is one of the easiest languages in the world to learn poorly and one of the hardest to learn well.
 
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/ Who writes owners manuals? #25  
they are intimately acquainted with it, know every nook and cranny and, by simple human nature, unconsciously, take lots of stuff for granted.

The engineers write them, the marketing department embellishes them then the lawyers redact them :rolleyes:
+ + +
Many years ago I learned to write machine shop set up procedures for certain parts we did on a routine basis and new parts that would be repeat runs....
Best advise I got was from a guy from 3M who wrote procedure manuals..

He said write the instructions like you were describing how to de fuse a bomb....
Meaning don't say things like....
Cut the blue wire only after cutting the red wire...
Think about it...
 
/ Who writes owners manuals? #26  
So many pages of warnings, don't do this, don't do that. Makes you wonder if the product you just bought is even safe to use.
 
/ Who writes owners manuals? #27  
so this makes as much sense as thinking someone can be an architect simply because they live in a house.

What a great line! Reminds me of a story a mate of mine tells about a buddy of his who said he was going to open a steakhouse. My mate asked him, "What on earth do you know about running a steakhouse?". His reply was, "I eat a lot". His steakhouse adventure lasted a mere few months.

Puffy C, your description of the shortcomings and the reasons for them is excellent.
 
/ Who writes owners manuals? #28  
The same people that six months later go to work at a nuclear power plant writing work procedures. Tech manuals used to be written as the mechanic was performing the work. I'm sure that's not the case any longer.
 
/ Who writes owners manuals? #29  
I have written instructions for various procedures, usually involving computers. For my "testing" I would find someone who is not familiar with the task and have them try to follow the instructions. It was a good way to find errors or missing knowledge that I assumed everyone knew.

Doug in SW IA
 
/ Who writes owners manuals? #30  
I have written instructions for various procedures, usually involving computers. For my "testing" I would find someone who is not familiar with the task and have them try to follow the instructions. It was a good way to find errors or missing knowledge that I assumed everyone knew.

Doug in SW IA
Great practice, I do that too and find it really helpful. When I coach people on writing I say "make the steps clear enough that your mother could do it". In this case it's all highly technical so the analogy usually works (no offense Mom).
 
/ Who writes owners manuals? #31  
Whoever wrote the manual for my GC1735 either knew it too well that they skipped a lot of steps that they did from memory, or they didn't know it at all and wrote it from looking at it without trying anything. The directions on installing / removing the mid mount mower were useless and skipped three steps, and there were no instructions on the rear hitch. I know 99% of you all know all about a 3pt, but not all of us have experience when buying a SCUT so a manual written for us and not the experts would be more helpful.
But was it ever any different? 50 years ago there were the "insert tab A into slot B" jokes about parents trying to assemble a bicycle or other gadget on Christmas eve and the frustration that involved.

Even relatively well-written technical manuals aren't very good unless you already know the equipment pretty well and are looking for detailed info on a particular sub-assembly.
He said write the instructions like you were describing how to de fuse a bomb....
Meaning don't say things like....
Cut the blue wire only after cutting the red wire...
Think about it...
OK, a bit OT, but that always bugged me about tv shows showing someone de-fusing a bomb. Do they really expect us to believe that every nutjob bomber uses the same standardized color code for wiring it (not to mention always including a digital timer)?
 
/ Who writes owners manuals? #32  
Ten years ago, before I retired, I spent quite some time writing detailed instructions on how to download then update the navigation database on the corporate aircraft I was flying. This was to facilitate the ongoing updates every month for the times when I was on holidays, sick leave, etc.

I tested the accuracy and completeness of the instructions, making amendments where necessary, many times until I was satisfied they were accurate, logical, concise and foolproof.

Then I had one of my colleagues attempt the procedure, with me looking over his shoulder.

Well, I was staggered, disappointed, and totally P***ed off when he blew it - mis-read the instructions, got out of sync with them, left vital steps undone, and ended up totally lost. I concluded that either he didn't want to be lumbered with this responsibility in the event of my absence, or that he had an issue with following technical procedures.

So with lawyers writing the manuals for everything these days, and the tendency for folk to ignore them anyway, coupled with the trend towards dumbing-down the human population, I worry!
 
/ Who writes owners manuals? #33  
I have written instructions for various procedures, usually involving computers. For my "testing" I would find someone who is not familiar with the task and have them try to follow the instructions. It was a good way to find errors or missing knowledge that I assumed everyone knew.

Doug in SW IA
I’ve done the same, and with lots of screen shots.
 
/ Who writes owners manuals? #34  
or that he had an issue with following technical procedures.
+ + + +
There is that also.... Many people will read the instruction ...first, assemble tab A into slot B... But not believe it.. At least that is what I have to suspect...

Every time I got a new machine in the tool and die shop, I read the manual, made notes to myself as I went along the procedures.. Made notes from all that.. Made a procedure of how to do things with that machine.. I had more than one person in the shop I thought I taught to start, set up, run the machine.. But they turned out to need retrained each morning..

They didn't last long...
 
/ Who writes owners manuals? #35  
Then you have people like me.

I look over the item that comes with a 10 page manual, lay out all the parts, toss the manual and assemble simply using logic, but then I am a very visual type.
Hey, a 1/2 " bolt simply won't fit 1 1/4" hole!

But then I can eyeball difference between 1/2" and 7/16" and usually spot a picture frame that is not level and plumb.
Logic also comes into play, hydro poles were always 'planted' plumb and water is always level.
 
/ Who writes owners manuals?
  • Thread Starter
#36  
Again yesterday. Bought a seed spreader and it was so simple to assemble and operate. Good thing because the manual was about average....that is, bad.

One example...they had a 4 step check list, A,B,C,D. They have excellent arrows pointing out A and B. When it came to C and D, they forgot the arrows.

They reference a brass control nut or something. Doesn't exist or, if it does, i can't find it.

It's so obvious that owners manuals, like customer service, is nothing more than a second thought, what my dad called lip service.

Like in the gadget industry, some 13 year old girl will eventually figure it out.
 
/ Who writes owners manuals? #37  
Again yesterday. Bought a seed spreader and it was so simple to assemble and operate. Good thing because the manual was about average....that is, bad.

One example...they had a 4 step check list, A,B,C,D. They have excellent arrows pointing out A and B. When it came to C and D, they forgot the arrows.

They reference a brass control nut or something. Doesn't exist or, if it does, i can't find it.

It's so obvious that owners manuals, like customer service, is nothing more than a second thought, what my dad called lip service.

Like in the gadget industry, some 13 year old girl will eventually figure it out.
Then there is the vicious and diabolical person in the factory that throws in an extra screw, spring, or bracket in the box. :unsure:
 
/ Who writes owners manuals? #38  
Anybody else running my equipment stopped when I observed my neighbor's hired help keeping my tractor at max rpm idling in place. They were working a drainage project and couldn't be bothered to idle down when they got off the tractor for a few minutes.

I run at about 80% max, moving up when I need the additional power. I don't need to burn the fuel or shorten the engine and pumps' lives at higher RPM than is necessary to do the job. I turn the idle down when doing low or medium speed tasks.

I've asked the Engineers (Design & Service), the dealers, the dealer techs and local operators. None can provide a valid technical reason to max out the RPMs all the time, but most operators max out the throttle right after warm up......because it's not their machine. They are not concerned with the service life or cost. Their focus is work completion rapidly....check out the rear of every jobsite SSL, MTL/CTL and excavator for the results of this focus.
That tells me that the engineers aren't doing much testing.... (which isn't much of a surprise - and some times it's intentional if the design and testing responsibilities are divided in the organization for design quality/verification reasons).

Have been party to the testing of multiple engines (to include some diesel engines) for aviation applications, I've seen that frequently the real killer of engines is rapid/frequent throttle changes (i.e. not letting the engine run at a consistent throttle setting). An engine left to sit running at a consistent throttle setting close to a design point (usually above idle) tends to last far longer than one where the throttle is being banged around extraneously (which I'd wager most tractor owners don't do) -- and if the throttle is being jerked around at rates faster than the engine (or it's turbocharger) can even respond to the changes it can destroy an engine in very short order. Saw that last situation play out as a result of software engineers being in charge of controlling the engine throttle as part of controlling the vehicle as a whole ---- despite they're having zero experience with turbo-charged diesel engines.

Of course, that's just for the engine ...other parts of the system can be affected differently. So at an assembled system level it really depends on how all the parts were designed, assembled and work together (or against each other) as to whether mechanical wear or purely mechanical fatigue or thermal fatigue is the more damaging problem.

Which brings up the reality that most of the time when engineers are designing something they're are designing/optimizing for a few pre-selected operating points, rather than ensuring operating characteristics for the entire operating range (which is how situations like oil pumps potentially not pumping sufficient oil for the engine at idle speeds arise).

The other part of that is the engineers working one part of a complex system generally don't interact with the engineers designing other parts of the system (even if they work for the same company) unless they have specific requirements to do so (e.g. transmission interfacing to an engine). Of course that's in a well run organization, in a poorly run organization the engineers working different parts of a system may start making assumptions about (or just ignore) what the engineers working connected pieces are doing to design their respective parts of the system.

All that being said engineers working on a project are generally the last people anyone should want writing an operator's manual ...and that's speaking as an engineer.

If a company wants to have a good manual, at a minimum it will likely be written by a technical writer with some input information from all the various engineering groups (mostly to capture operating limits, technical specifications like fastener torques, and maintenance intervals), as well as have a user & maintainer validation process to make sure that the manual as written actually makes sense from a user & maintainer perspective. .....all of which isn't cheap to do.

So if/when the end user isn't likely to read the manual -- or have the quality of support (to include quality of manuals) play a part in purchasing decisions......
 
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/ Who writes owners manuals? #39  
The same people that six months later go to work at a nuclear power plant writing work procedures. Tech manuals used to be written as the mechanic was performing the work. I'm sure that's not the case any longer.
No one gets to write power plant instructions, unless they know the equipment and how it is connected to other equipment and the plant operations. -- Did that work for 30 years.
 
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/ Who writes owners manuals? #40  
My last couple companies used the sales department to write up manuals.
The salesman would make daily visits to engineering personnel for details they weren’t familiar with.
The companies saw it as a win/win because it forced the salesmen to become deeply familiar with the product they were selling
 

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