Schmeling + Consultants GmbH Heidelberg

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JTCA – TC Symposium 2014

Lecture 02

Manuals for industry products

under the aspects of ISO/IEC 82079-1

Kyoto, October 16th, 2014

Roland Schmeling r.schmeling@schmeling-consultants.de

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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