Improving the usability of information systems: the role of the technical communicator

A successful information system implementation requires effective logical analysis, sound technical construction, effective design for users and successful change management during implementation. If these conditions are not present then in all probability the system will be a failure. Ensuring a system is successful from a user's perspective is primarily about usability. There are many aspects of information system design that impact on usability including: online help, the design of the user interface, system and error messages. These aspects need consideration early in the development cycle. This paper discusses the need for improved usability design in information systems and presents results of recent research which examined the role of technical communicators in systems development and explored the extent to which their work improved system usability. The study found that from a user's perspective an improved system results when technical communicators are involved particularly in the early stages of the development process.