For a manufacturer, effectively delivering information for product support to their end users – in this case, operators of complex machinery or equipment in the workplace – will generally depend on three key factors:
- The content (the information itself)
- The environment (where, and in what conditions, it will be consumed)
- And the medium (how it is consumed)
It doesn’t matter if the operator is looking for a step-by-step guide for how to use the product, advice for troubleshooting a problem, or instructions to repair it themselves on-site. The manufacturer must clearly understand, and actively cater for, all three of those factors in order to create a positive customer experience. The content, the environment, and the medium, must be handled in a way that’s most suitable for the end user’s specific individual situation when operating those products.