Task-based communication: Should we change the online infrastructure?
Where do we come off knowing how a user will access the web? With Google, I can find something that’s deep within a site, and avoid all the crumbs to get to the page I wanted. In Spilka’s book, Ann Blakeslee makes the good point that technical communicators need to shift from “developing documentation based on what writers think their readers need,” to how they “will actually use the information to complete a task” (p. 216). Luckily, we expect repetition in both communication and online. So we can have the same information on more than one page on a website to make sure someone sees it, even if they skipped the two pages leading up to the page they sought.
That is the science. The art is how much to say and what to omit so as to keep the added value of visiting the site (so it’s not just ten pages of the same information over and over again). But, I think that’s a secondary concern. The first concern is to have a task-based infrastructure so that the audience can find what they’re looking for, and not have to sift through paragraphs of information. About the ‘how much to add where’ question, I think it’s a constant challenge to keep tweaking. From my personal experience, I’d rather have a straightforward answer to my query, and then I can dive into the hyperlink tunnel to find more answers if I so wish. That way I do get to know what the website has to offer, just not in a linear manner.
So should we change to a task-based communication? Yes. If you think not, I’d love to hear why; I am open to changing my mind on this if I hear a compelling reason.