Lecture 02 Manuals for industry products under the aspects ...
Transcript of Lecture 02 Manuals for industry products under the aspects ...
Schmeling + Consultants GmbH Heidelberg
www.schmeling-consultants.de Telefon +49 (0) 62 21 / 58 50 47-0
JTCA – TC Symposium 2014
Lecture 02
Manuals for industry products
under the aspects of ISO/IEC 82079-1
Kyoto, October 16th, 2014
Roland Schmeling [email protected]
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 for technical documentation
(analysis, conception, training, legal aspects)
Since 2004 Lecturer at Furtwangen University for Quality Assurance in Technical
Documentation
2005 – 2007 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 Establishment of Schmeling + Consultants GmbH in Heidelberg,
consulting company for technical communication and information
management, together with Prof. Schäflein-Armbruster
Since 2009 tekom e.V. advisory board for standards, development of
IEC 82079-1 within IEC
Roland Schmeling
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.
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IEC 82079-1 Preparation of instructions for use
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
Structuring, content and presentation – Part 1: General principles and detailed requirements
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IEC 82079-1 Preparation of instructions for use: Content
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)
Important content of the standard
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Last Slide from Tokyo, Oct. 2013
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IEC 82079-1 Preparation of instructions for use
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, on-
screen 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
Review Report 3/1177/RR (2014-02-14): Improvements
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IEC 82079-1: Important for implementing legal requirements
Law
Machinery Safety
Standard ISO 12100
IEC 82079-1
IEC 82079-1 reflects state-of-the-art
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. …
6.4.5.2 „ 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.
*) applies from April 20th, 2016
6.8 Making safety-related
information prominent and
conspicuous
6.8.1 Making text conspicuous
6.8.2 Making illustrations conspicuous
6.8.3 Design and placement of
warning messages
6.8.4 Permanence and visibility
6.8.5 Making warning messages
prominent
6.8.6 Signal words
6.2 Legibility
6.2.1 Textfont sizes and
graphical symbol heights
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What is special for industrial products?
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.
Main difference is target group
Migration
products
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Overview: Important aspects of IEC 82079-1 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
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IEC 82079-1: 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 4.8.2
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.
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IEC 82079-1: Consideration of needs of target groups
Meaning of target groups for instructions for use
4.8.2.1 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.
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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 E2.2
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
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Target Group Analysis
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
Proceeding
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Example of a target group analysis for a waste sorting plant
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Target groups
Maintenance Personnel
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.
IEC 82079-1: 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.
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IEC 82079-1: Requirements on the content – example
„… if applicable …“: decisions are required with respect to the target groups
5.5 Safety-related information
5.5.1 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;
• […]
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IEC 82079-1: Content of instructions for use (chapter 5)
5.1 General
5.2 Identification of instructions for use
5.3 Identification of the product
5.4 Modification of products
5.5 Safety-related information
5.6 Product compliance
5.7 Importance of retaining instructions for use
5.8 Preparing products for use
5.9 Operation of products
5.10 Maintenance
5.11 Supplied accessories, consumables and spare parts
5.12 Information on special tools, equipment and materials
5.13 Information on repair of products and replacement of parts
5.14 Information required when the product is no longer needed
5.15 Structure
Information along the product life cycle and user processes
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IEC 82079-1: Need for specified user training
Mainly applicable for industry products
4.7.7 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)
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IEC 82079-1: Principle of Consistency
Manual
Training
Service
Assembly
Contract Validation
Catalog
Internet
Flyer
Consistency of All Channels of Information
Organisation of Consistency
Content
Technical Data
Terminology
Warning messages and
Labels
Spare parts
Maintenance terms
…
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Use of signal words (ANSI Z535.6) – important for OSHA (USA)
IEC 82079-1 compliant with ANSI Z535
Not specified in IEC 82079-1
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.
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IEC 82079-1 and ANSI Z535 are well matched
ANSI Z535
ANSI Z535.6
Supplemental directives
Grouped safety
messages
Section safety
messages
Embedded safety
messages
Property damage message
ANSI Z535.4: Product
Safety labels
Product safety labels
Safety notes
Warning messages
Product
safety labels
ISO 3864-2
Safety related information
IEC 82079-1
Warning messages with signal words:
DANGER / WARNING / CAUTION no signal word
specified
* including property damage
messages
(in contrast to ANSI Z535)
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Product Safety Standards: Example EN 60745-1
IEC 82079-1, 5.5.1: “NOTE Product-
related standards and legal regulations
may contain additional requirements.”
Example: Product standard EN 60745-1
(international standard IEC, too)
According to EN 60745-1 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."
EN 60745-1:2009 Hand-held motor-operated electric tools - Safety -- Part 1: General requirements Page taken from the instructions for use of DeWALT
D25762 Combination and Chipping Hammer
Download 07.02.2011, 18:00, www.dewalt.com
• 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 …
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Example: Professional Chipping Hammer
... WARNING! Automatic start! Risk of injury!
Turn unit off.
Unplug machine from power source.
Set trigger switch to OFF.
1. …
Optimization
• No phrase longer than
6 words
• 19 words total: 60 %
saving!
• more comprehensibility
• less expenses
Sentence too long
(29 words, 46 words total)
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Example: Professional Chipping Hammer
Text and Figures difficult to coordinate – confusion is likely
page 34 page 5
IEC 82079-1, 6.3.1: “Where illustrations need explanatory texts, they shall
be placed adjacent to one another so that they are perceived together.”
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IEC 82079-1: Importance of Structure for Information Quality
Functional structure and standardization of text
6.1.3 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.
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Disentangle ‚text jam‘ according to the text function
Original text
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.
Original text with functional labeling
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Disentangle ‚text jam‘ according to the text function
Original text
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.
Original text with functional labeling
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.
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The pump example: optimized functional structure
Prepare the pump
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
...
With the method Functional Design
CAUTION
Goal
Warning, signal
word panel
Type, source,
consequence
Measure
Action
Result
Final result
Goal
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The pump example: optimized
Prepare the pump
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
...
CAUTION
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Authoring Guideline
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
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6.1.2 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 […].
Thank you for listening!
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