The Internet has made it difficult for writers to do a lot of things. But it has made some things easier as well. One of those things is tailoring documents for multiple readers. Here's why you should do it, and how.

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Why Tailor Your Message for Readers?

There are three reasons:

• Different readers have different needs.
• It's easier to tailor your message online.
• Custom online documents are easier to maintain.

Anyone who has written training or documentation knows that readers have different needs, either due to their experience level or to the functions they perform. In the past, customizing a document meant creating one very large document and then directing readers with the table of contents or with tabbed sections. Or, it meant creating multiple versions of the same document and then maintaining multiple versions.

On the Internet (or in any online system), you can work from one document and tailor it simply, with menus. That way, novice readers can follow different paths from experienced readers, readers with different system access privileges can find help that meets their needs, and readers with different job responsibilities can find information that is important to them.

How To Tailor Your Message

Here are some steps you can follow to tailor your message.

1. Outline your document. For the best results, create a detailed outline, one that includes ALL of your headings.

2. Identify and group your readers.

3. Matrix your outline with your readers. Determine which topics each reader needs, and add to your outline as necessary.

4. Develop your menus. Create a main menu and submenus as required for each reader group.

5. Develop your document. Place individual topics in separate files so that each reader group accesses ONLY the information it needs.

6. Test your document from the standpoint of each reader group. Be certain that the information provided meets each reader's needs.

7. If access privileges are not an issue, provide a COMPLETE alphabetical index so that readers who need additional information can find it.

Here are some examples of the steps above:

• Content Outline
• Reader Groups
• Menu

Other Applications For Customized Messages

Here are some other applications for customized messages.

Help: Create custom views based on user experience levels.

Process Documentation: Create a process view, a timeline view and department views.

Corporate Directory: Create views for different locations.

Intranet Online Library: Create subject indexes to published material.

Training: Provide instruction and remediation based on learner needs.

Quick Reference Guide

Online, a single document is a powerful resource that can reach out to individuals and groups in a very personal way. Look at your message from your readers' points of view. Then use views to tailor documents for your readers.